Returns & Refunds Policy

At Urban Chur, every item is printed just for you when you order. We want you to love it. If something has gone wrong with your order, we’ll fix it quickly and at no cost to you.

Faulty, damaged or wrong items

We’ll make it right if your order arrives with any of these problems:

• Wrong design printed: the design isn’t the one you ordered
• Faulty print: peeling, cracking, smudging, fading, or a print that’s badly misaligned
• Defective product: holes, torn seams, stains or other manufacturing faults
• Damaged in transit: the item arrived damaged
• Wrong item: a different product, size or colour from what you ordered

Your choice: replacement or refund

If your item is faulty, damaged or wrong, you can choose one of these two options:

• Free replacement: we’ll reprint and send you the same item at no extra cost, and we cover the shipping.
• Full refund: we’ll refund the price of the item, plus any shipping you paid for it, to your original payment method only.

Please note:

• You can choose a replacement or a refund, not both. If you choose a refund, no replacement will be sent.
• Refunds can only go back to the card or payment method used for the order. We can’t refund to a different card or bank account, or as store credit.
• Refunds usually show in your account within 5–10 working days, depending on your bank.

How to report a problem

1. Email us at urbanchur@gmail.com as soon as possible, ideally within 14 days of delivery.
2. Include your order number and clear photos of the problem.
3. We’ll reply within 1–2 working days.

You usually won’t need to send the item back. If we do need it returned, we’ll cover the return postage.

Change of mind

Our products are made to order, so we can’t accept returns or exchanges if you change your mind or choose the wrong size or colour. Please check our size guide before ordering. If you’re unsure, message us and we’ll gladly help.

Lost parcels

If your tracking shows no movement for 10 working days, or your parcel is marked as delivered but hasn’t arrived, contact us. If it’s confirmed lost, you can choose a free replacement or a full refund to your original payment method.

If a parcel comes back to us because the address was entered incorrectly, we can resend it, but you’ll need to pay the shipping again.

Your rights

This policy doesn’t affect your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Questions?

Email us at urbanchur@gmail.com. We’re happy to help.