Order Cancellation Policy

Last updated: 15 May 2026

We know plans change. Wherever possible we'll work with you to cancel or amend an order — but because much of our furniture is custom-made, what's possible depends on where your order is in the process.

In-stock items (floor stock, accessories, lighting)

Orders for in-stock items can be cancelled at any time before dispatch for a full refund. Once an item has been dispatched, our Returns & Refunds Policy applies instead.

Custom-ordered furniture (most Moran, Kuatro Living and similar pieces)

Custom furniture is made to your specifications — size, fabric, configuration, finish — and ordered directly from the supplier on your behalf. Cancellation rules depend on production status:

• Before production begins: You can cancel for a full refund of any deposit or payment made. We'll confirm in writing once the cancellation is processed.
• Once production has begun: Custom orders generally cannot be cancelled. Deposits paid for custom items become non-refundable at this point, because the supplier has already commenced manufacturing for you. We'll always confirm the production start date with you before deposits become non-refundable.
• If production hasn't started but you change your mind on specifications: Contact us — we can usually amend the order (colour, fabric, size) before production locks, often at no charge.

How to cancel an order

Contact us as soon as possible with your order number and the reason for the cancellation:

Phone: (03) 9370 5115
Email: sales@urbanclassic.com.au
In person: 63-65 Matthews Avenue, Airport West VIC 3042

The sooner you reach out, the more likely we can stop the order before production begins.

Refund timeframes for cancelled orders

Approved cancellation refunds are processed within 5-10 business days to your original payment method.

Cancellations initiated by us

Occasionally we may need to cancel an order from our side — for example, if an item is out of stock, mispriced, or we can't verify the order. If this happens, we'll contact you immediately and refund any payment in full. We won't dispatch any other part of the order until you confirm how you want to proceed.

Your rights under Australian Consumer Law

Nothing in this policy reduces your rights under the Australian Consumer Law. If an item is faulty, not as described, or doesn't do what it should, you're entitled to a remedy regardless of cancellation timing — see our Returns & Refunds Policy for how that works.

Questions?

If you're unsure whether your order is still cancellable, just call or email us. We're a small Melbourne family business — we'll always try to work something out.

Phone: (03) 9370 5115
Email: sales@urbanclassic.com.au
Showroom: 63-65 Matthews Avenue, Airport West VIC 3042