Last updated: August 2026
At URMA, we want you to feel confident when ordering from us. If you have changed your mind, ordered the wrong size, or there is a problem with your order, this policy explains how returns, refunds, cancellations and faulty products are handled.
This policy applies to purchases made directly through the URMA online store.
Nothing in this policy affects or limits your statutory rights under applicable UK consumer law.
1. CHANGE-OF-MIND RETURNS
If you are a consumer purchasing goods online, you generally have a statutory right to cancel an eligible purchase without giving a reason.
For most goods, you have 14 days from the day after you receive the goods to tell us that you wish to cancel.
If your order contains multiple items delivered separately, the cancellation period generally begins after you receive the final item, where applicable under UK consumer law.
After telling us that you wish to cancel, you generally have a further 14 days to return the goods.
You do not need to provide a reason for exercising your statutory cancellation right.
Certain legal exceptions may apply. These are explained in section 11.
2. CONDITION OF RETURNED ITEMS
When exercising your statutory cancellation right, you are entitled to handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you could reasonably examine them in a physical shop.
For clothing, this generally includes trying the item on.
Where reasonably possible, please return items:
- Unworn other than for reasonable inspection or trying on
- Unwashed
- Free from stains, marks, excessive odours or other signs of use
- With original tags attached
- With original packaging
You should take reasonable care of products while they are in your possession.
If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, and their value has been reduced as a result, we may be entitled to make an appropriate deduction from your refund where permitted by law.
We will not make a deduction merely because you have reasonably handled or tried on an item.
These conditions do not affect your statutory rights relating to faulty, damaged, incorrect or otherwise non-conforming goods.
3. HOW TO REQUEST A RETURN
To cancel an order or request a return, contact:
Email: hello@weareurma.com
Please provide:
- Your full name
- Your order number
- The item or items you wish to return
- Whether you are exercising your statutory cancellation right, where applicable
- Details of any fault, damage or incorrect item, where applicable
- Photographs or video where reasonably helpful for a damaged, faulty or incorrect item
You do not need to provide a reason when exercising a statutory cancellation right.
We will provide instructions explaining how and where to return your item.
Please do not send a return to an address unless it has been provided or confirmed by URMA.
4. FREE UK RETURN SHIPPING
We provide a free prepaid return shipping label for eligible returns from within the United Kingdom.
Once you contact us, we will provide the relevant return instructions and, where applicable, a prepaid return label.
Please use the return method provided by us.
If you choose to use another return service without our prior agreement, we may not be able to reimburse that additional cost unless we are legally required to do so.
Please retain your proof of postage and tracking information until your return and refund have been completed.
5. INTERNATIONAL RETURN SHIPPING
Free prepaid return labels are not currently provided for change-of-mind returns from outside the United Kingdom unless we expressly state otherwise.
International customers are generally responsible for the direct cost of returning eligible change-of-mind items.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it.
Where we are responsible for the problem, we will provide appropriate return instructions and cover reasonable return costs where required by applicable law.
Nothing in this section affects any mandatory consumer rights that may apply in the country where you live.
6. REFUNDS
Once we receive your returned goods, we will process the return as appropriate.
Where you have exercised a statutory cancellation right, we will issue any refund due within the timeframe required by applicable UK consumer law.
Generally, we will refund you no later than 14 days after the day on which we receive the returned goods or, where applicable, the day you provide evidence that you have sent the goods back, whichever occurs first.
Where the law permits us to do so, we may withhold the refund until we receive the goods or you provide evidence that you have returned them.
Refunds will normally be made using the same payment method used for the original purchase, unless you agree otherwise or applicable law requires another method.
Your bank, card issuer or payment provider may require additional time to credit the refund after we have processed it.
7. ORIGINAL DELIVERY COSTS
Where you exercise your statutory right to cancel an eligible order, we will refund the cost of our least expensive standard delivery option where required by law.
If you selected a more expensive delivery option, such as express or premium delivery, we are generally not required to refund the additional amount above the cost of our least expensive standard delivery option.
Different rules may apply where only part of an order is returned.
8. EXCHANGES
We do not currently offer direct exchanges.
If you would like a different size, colour or product, you can return the original eligible item and place a new order.
Any new order will be subject to product availability and the terms applicable to that purchase.
9. FAULTY PRODUCTS
Your rights regarding faulty products are separate from our change-of-mind returns process.
Under the Consumer Rights Act 2015, goods supplied to consumers must generally be:
- Of satisfactory quality
- Fit for purpose where applicable
- As described
If you believe you have received a faulty product, contact:
Email: hello@weareurma.com
Please provide your order number, the affected product and a description of the problem.
Photographs or video may also be helpful where reasonably possible.
Depending on the circumstances and the time since delivery, your statutory remedies may include:
- The short-term right to reject the goods
- Repair
- Replacement
- A price reduction
- A refund
For many goods, consumers have a 30-day short-term right to reject goods that do not conform to the contract, subject to the detailed rules under applicable law.
We will assess and handle faulty-product claims in accordance with your statutory rights.
10. DAMAGED OR INCORRECT ITEMS
If your order arrives damaged or we have sent you an incorrect item, please contact us as soon as reasonably possible.
Please include:
- Your order number
- A description of the issue
- Photographs of the item and packaging where relevant
Please retain the item and packaging while we investigate where reasonably possible.
Where we are responsible for the problem, we will provide appropriate instructions and you will not be expected to bear reasonable return costs where required by applicable law.
Your statutory rights are not affected if you do not contact us immediately after discovering a problem.
11. ITEMS EXCLUDED FROM THE STATUTORY CANCELLATION RIGHT
The statutory cancellation right does not apply to every type of product.
Depending on the circumstances, legal exceptions can include:
- Goods made to your specifications or clearly personalised
- Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed
- Other goods specifically excluded under applicable consumer legislation
If an item is subject to a statutory cancellation exception, we will provide the relevant information before you purchase it where required.
These exceptions do not remove your statutory rights where goods are faulty, damaged, incorrect, not as described or otherwise do not conform to the contract.
12. SALE AND DISCOUNTED ITEMS
Purchasing an item at a reduced price does not automatically remove your statutory consumer rights.
Eligible sale and promotional products may therefore be returned in accordance with this policy and applicable law.
We will not describe an item as non-returnable merely because it is on sale where you have a statutory right to return it.
13. ORDER CANCELLATIONS BEFORE DISPATCH
If you need to cancel or change an order before dispatch, contact us as soon as possible:
Email: hello@weareurma.com
We will make reasonable efforts to accommodate your request.
However, orders may move into processing or dispatch quickly, so we cannot guarantee that we will always be able to modify or stop an order before dispatch.
If an order has already been dispatched, you may still have a statutory right to cancel and return it in accordance with this policy and applicable law.
14. PRE-ORDERS
Where we offer pre-order products, the relevant product page will clearly identify the item as a pre-order.
An estimated dispatch or delivery timeframe will be provided where applicable.
Pre-order dates are estimates unless we expressly state otherwise.
Production, fulfilment, supplier or other circumstances outside our reasonable control may occasionally cause delays.
If a significant delay affects a pre-order, we will provide appropriate information.
Unless a legal exception applies, eligible pre-order purchases remain subject to applicable statutory cancellation and consumer rights.
If you wish to cancel a pre-order, contact:
15. INTERNATIONAL RETURNS
Customers outside the United Kingdom should contact us before returning an item where possible.
When completing customs documentation, please identify the parcel as returned goods where appropriate and follow the return instructions we provide.
Customers outside the UK may have additional consumer rights under the laws applicable in their country or region.
Nothing in this policy is intended to remove or restrict rights that cannot legally be excluded.
16. YOUR STATUTORY RIGHTS
This policy does not replace, restrict or remove rights you may have under applicable consumer protection law.
UK consumers may have rights under legislation including the:
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Other applicable consumer protection legislation
Nothing in this policy excludes or limits any right, remedy or liability where doing so would be unlawful.
If any provision of this policy conflicts with a mandatory legal right that applies to you, that legal right will prevail.
17. CONTACT US
URMA
Email: hello@weareurma.com
Legal trader: [LEGAL NAME]
Business address: [BUSINESS ADDRESS]
We aim to respond to customer enquiries within 24–48 business hours, Monday to Friday.
This response-time target does not limit or extend any statutory deadline or legal right.
Last updated: August 2026