Returns & Refunds Policy

Last updated: 22 September 2026

This page covers goods that have already been dispatched or collected, and any item that is faulty, damaged or not as described. To cancel before dispatch or collection, use the Order Cancellation Policy.

Change of mind after delivery or collection

We do not accept change-of-mind returns, refunds or exchanges once goods have been dispatched or collected. Please choose carefully. Finding the same item cheaper elsewhere is not a ground for a return.

Faulty, damaged or not as described

Under Australian Consumer Law you are entitled to a remedy if an item is faulty, not as described, unsafe, or does not do what it should. Please contact us when you notice the problem and include your order number and photos where you can.

• We will arrange inspection and assessment.
• Major failure: you choose a refund or a replacement.
• Minor failure: we repair, replace or refund within a reasonable time.
• You do not lose these rights because of this policy, a sale sticker, or card-processing fees.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Custom-ordered furniture

Once production has started we cannot accept change of mind. If a custom piece is faulty or not as described, Australian Consumer Law still applies.

Sale, discontinued and "as is" floor stock

Change of mind before dispatch or collection is store credit only — see the cancellation policy. Faulty goods still have ACL remedies. Items sold as-is with a fault pointed out before purchase cannot later be returned for that same fault.

How to contact us

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

Where a refund is required under Australian Consumer Law, it is processed within 5–10 business days to the original payment method after we have assessed the goods.