REFUND AND RETURNS POLICY
At The Urban Art Dealer, I want you to be happy with your purchase.
The Urban Rascals is a children's brand created and operated by The Urban Art Dealer. Products sold under The Urban Rascals name are designed, created or commissioned by The Urban Art Dealer and are covered by this same Returns & Refunds Policy.
I sell a mixture of original and limited-edition artwork, collectibles, products sourced from other artists and brands, as well as products created by me and sold under The Urban Art Dealer and The Urban Rascals brands. Because of this, the returns process can vary slightly depending on what you have purchased.
Nothing in this policy affects your statutory rights.
1. ORIGINAL, LIMITED-EDITION & RESALE ITEMS
This section applies to original artwork, limited-edition prints, art toys, collectibles, handmade pieces, one-off items and other products that I have purchased or sourced for resale.
Returns
If you change your mind about an online purchase, please contact me at theurbanartdealer@gmail.com within 14 days of receiving your order to let me know that you wish to return it.
Once you have notified me, you then have a further 14 days to return the item.
I currently also offer an extended returns period of up to 30 days from delivery, provided the item is returned in its original condition and, wherever reasonably possible, with its original packaging.
Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of returning it.
Please package returned items carefully. Many of the pieces I sell are limited editions, originals or one-offs and may be valuable or impossible to replace.
I strongly recommend using an insured and tracked delivery service appropriate to the value of the item.
Handmade, Original & Limited-Edition Pieces
Please bear in mind that handmade and artist-produced work is not the same as a factory-manufactured product.
Hand-pulled screen prints can contain print artefacts and slight variations between editions. Hand-painted toys and objects can contain brush marks, overlaps, variations in paint coverage and other characteristics of the artist's process.
Likewise, vintage, previously owned or one-off pieces may have individual characteristics which will be described and photographed as accurately as possible on the product listing.
These characteristics are part of what makes an original or handmade piece unique and are not necessarily faults.
Where there are significant imperfections, damage or condition issues that are specific to an individual resale item, I will make every reasonable effort to show or describe them in the product listing.
2. THE URBAN ART DEALER & THE URBAN RASCALS PRODUCTS
This section applies to products designed, created, produced or commissioned by The Urban Art Dealer, including products sold under The Urban Rascals brand.
This may include T-shirts, sweatshirts and other clothing, caps, alphabet cards, art prints, stickers and other merchandise.
Change-of-Mind Returns
For standard, non-personalised products purchased online, please contact theurbanartdealer@gmail.com within 14 days of receiving your order if you wish to cancel and return your purchase.
You then have a further 14 days to send the item back.
Items should be returned in their original condition. Clothing may be tried on as you would reasonably do in a shop, but should not be worn beyond this, washed, altered, stained or damaged.
Where applicable, tags and original packaging should also be retained and returned.
Unless the product is faulty, damaged or incorrect, the customer is responsible for the cost of return postage.
Clothing Returns
Please check the size information provided on the product page before ordering.
If you order the wrong size or decide that you would prefer a different size, you can return an eligible item in accordance with the returns process above.
Returned clothing must be clean, unworn other than for reasonable fitting, unwashed and free from marks, stains, strong odours, pet hair or other signs of use.
If returned goods have been handled beyond what would reasonably be necessary to inspect or try them on, this may affect the amount that can be refunded, where permitted by law.
Prints, Cards, Stickers & Paper Products
Prints, alphabet cards, stickers and similar products should be returned unused and in a condition suitable for resale.
Please take particular care when repackaging prints and paper products so that they are protected against creasing, bending and moisture during their return journey.
Personalised & Custom-Made Products
Products that are made specifically to your requirements or personalised for you cannot normally be returned simply because you have changed your mind.
This may include products featuring a customer's chosen name, wording, image or other customisation, or products made specifically to an individual customer's specification.
This does not affect your rights if a personalised or custom-made product is faulty, damaged, not as described or has been made incorrectly.
3. DAMAGED, FAULTY OR INCORRECT ORDERS
If your order arrives damaged, is faulty, is not as described, or you have received the wrong item, please contact me at theurbanartdealer@gmail.com as soon as possible.
Please include:
Your name and order number
A description of the problem
Photographs of the item and the damage or fault
Photographs of the external packaging if the parcel appears to have been damaged in transit
If the parcel arrives with visible holes, tears, crushing or other damage, it is extremely helpful if you photograph the parcel before opening it.
These photographs allow me to investigate what has happened and, where appropriate, raise the issue with the delivery company.
I photograph and/or record the condition and quality of many products before dispatch, particularly original, limited-edition and high-value pieces. This helps me identify where damage may have occurred and protects both the customer and The Urban Art Dealer.
Providing photographs can greatly assist me in resolving a problem quickly. However, requesting photographs does not affect any statutory rights you may have in relation to faulty, damaged, misdescribed or incorrect goods.
Depending on the circumstances and your legal rights, I will arrange an appropriate solution, which may include a refund, replacement or repair.
For one-off, original and sold-out limited-edition products, a replacement may not be possible.
Where goods are confirmed as faulty, damaged or incorrect, I will cover reasonable return postage costs where a return is required.
4. REFUNDS
Once a return has been received, I will inspect the item and process any refund due.
For eligible change-of-mind cancellations, refunds will be made to the original payment method and will include the standard outbound delivery charge where required by law.
If you selected a more expensive delivery service than the standard delivery option offered, the additional delivery cost is not normally refundable.
Refunds will be processed within the applicable legal time limits. Please remember that your bank or payment provider may take additional time to show the refund in your account.
5. RETURNING AN ITEM
Before sending anything back, please email:
Please include your order number, name and the item you wish to return, together with the reason for the return where relevant.
I will then provide the appropriate return instructions.
Please do not send a return without contacting me first, as this can make it more difficult to identify and process your return.
Unless an item is faulty, damaged or incorrect, responsibility for return postage remains with the customer.
When returning higher-value artwork, limited editions or collectibles, I strongly recommend using a tracked and appropriately insured postal service.
6. FAIR USE OF THE RETURNS POLICY
The Urban Art Dealer is a small independent business, so I ask customers to treat products and the returns process with respect.
I reserve the right to investigate unusual or excessive return activity, suspected fraudulent claims, deliberate damage or misuse of the returns process.
This does not affect a customer's statutory rights.
7. YOUR STATUTORY RIGHTS
This Returns & Refunds Policy is intended to operate alongside your rights under UK consumer law and does not limit or replace those rights.
Goods must be as described, of satisfactory quality and fit for purpose.
If a product is faulty, damaged, misdescribed or otherwise does not meet the requirements of UK consumer law, you may have rights to a refund, repair or replacement regardless of the change-of-mind provisions in this policy.
CONTACT
If you have any questions about a return, refund or damaged order, please contact:
The Urban Art Dealer
Email:theurbanartdealer@gmail.com
The Urban Rascals is a brand created and operated by The Urban Art Dealer.made.