Terms & Conditions
For the SUPPLY and INSTALLATION of our products by Urbane Living please see our installation terms by clicking here: www.urbaneliving.co.uk/terms.pdf
Delivery times and information:
Samples for all products - usually delivered within 1-3 days
Wood and Bamboo flooring – usually delivered within 48 hours. Date will be arranged prior to delivery
Natural Flooring – usually delivered within 5 working days. Date will be arranged prior to delivery
Marmoleum – usually delivered within 5 working days. Date will be arranged prior to delivery
Natural Rugs – usually delivered within 14-28 days (all rugs are custom made). Date will be arranged prior to delivery
Eco-paint – Usually delivered within 48 hours.
Wallcoverings – Usually delivered within 48 hours (if item is not in stock delivery will be within 14 days)
Deliveries are made to the 'kerb side'. Unfortunately due to insurance guidelines it is not their responsibility to take goods into your home, therefore please arrange for adequate help at time of delivery. It is assumed that the delivery address will be accessible by lorry. If there is likely to be a problem, e.g. the road is subject to a vehicle weight or width restriction, please inform us at the time of order. Deliveries are made from 8.00 am to around 6.00pm.
We deliver to most UK postcodes however some post codes may not be covered under our standard rates. If this is the case we will inform you of the additional cost once we receive your order.
Requests for an E.T.A on the day of delivery are strictly at the courier’s discretion. We cannot make a courier contact you to advise delivery times, we can only request this. If a courier arrives at your address and is unable to deliver on the arranged delivery date because you are not there, you will be liable for the re-delivery charge if applicable. ALL deliveries must be signed for.
Approximate delivery times will be advised at the time of order whenever possible. To see when you delivery is due please use the track order facility.
Please inspect all goods immediately on delivery, this means opening tubes to check trims, glancing over (but not opening) packs of flooring for visible damage. If you are unfortunate enough to receive a damaged or missing item, make sure it’s noted on the courier’s paperwork. No claims for damaged or missing items can be made after the courier has left the delivery address, unless signed for as damaged or missing. Urbane Living do our utmost to avoid any damage by choosing the best couriers available, however some goods are sent direct from the manufacturer, which means we have no jurisdiction over the method of delivery. All claims must be made within 7 days of receipt of goods. Goods refused on delivery that are found to be undamaged on return to us will incur the return delivery charge where applicable.
Check that the product is flawless before installing. We will not accept any claims for damaged, missing or faulty items once the product has been installed. Where the buyer has used or installed the goods such use or installation shall be taken as conclusive evidence that the buyer has accepted that the goods are in perfect condition. You must accept full responsibility for the suitability of the goods ordered for the purpose to which they are put.
These terms and conditions apply to the use of this web site and by accessing this web site and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions you may not use or access this web site.
Before you place an order, if you have any questions relating to these terms and conditions please contact our Customer Service Representatives by e-mail, or call us on 0207 1383838.
"Conditions" means these terms and conditions and the Special Conditions; "Product" means a product displayed for sale on the Web site.; "Product Description" means that part of the Web site. where certain terms and conditions in respect of the individual Product are provided; "Special Conditions" means the terms and conditions in the Product Description; "Users" means the users of the Web site. collectively; "Personal Information" means the details provided by you on registration; "We/us" means Urbane Living; "Web site." means the web site. located at www.urbaneliving.co.uk or any subsequent URL which may replace it; "Cookies" means small text files which our Web site. places on your computer's hard drive to store information about your shopping session and to identify your computer; "United Kingdom" means England, Wales, Scotland, Northern Ireland and the Channel Islands and "You" means a user of this Web site.
You are provided with access to this Web site. in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.
You warrant that: The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and You will notify us immediately of any changes to the Personal Information by contacting our Customer Service Representatives by e-mail, or calling us on 0207 1383838. You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Web site., or the use by any other person accessing the Web site. using your shopping account and/or your Personal Information.
We shall not be liable for delay or failure to perform any of our obligations under this order if the delay or failure is caused by any circumstances beyond our reasonable control. For the purposes of this condition, "force majeure" shall include, but not be limited to acts of God, war, terrorism, civil disorder, industrial dispute, fire or explosions, problems arising from supply chain, theft, transport disruption. Upon the happening of a "force majeure" event we shall be entitled to a reasonable extension of time for the performance of our obligations.
We reserve the right to: modify or withdraw, temporarily or permanently, this Web site. (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Web site.; and/or change the Conditions from time to time, and your continued use of the Web site. (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Web site.
Third party links
To provide increased value to our Users, we may provide links to other web sites or resources for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked web site. we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such web sites, (ii) the content of such web sites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such web sites or resources or (iii) the use to which others make of these web sites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external web sites or resources.
The technical steps required to create the contract between you and us are as follows:
You place the order for your products on the Web site by completing the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Web site.
We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from Urbane Living.
As your product is shipped from our warehouse we will send you a despatch confirmation email.
Order acceptance and the completion of the contract between you and us will take place once payment or part payment has been accepted by Urbane Living for the Products ordered unless we have notified you that we do not accept your order. Non-acceptance of an order may be a result of one of the following:
The product you ordered being unavailable from stock.
Our inability to obtain authorisation for your payment.
The identification of a pricing or product description error.
You not meeting the eligibility to order criteria set out in the main Terms & Conditions.
All goods remain the property Urbane Living until paid in full.
Returns and Cancellation Policy
We will accept whole orders (except special orders) back unopened in the Original Packaging for whatever reason within 7 days of receipt. You will need to return the goods back to us at your cost via your chosen courier, and a 30% handling charge will be deducted from your refund. We do not accept part order returns.
All credits will be processed within 28 days. Please note that we can only refund delivery costs if the return is a result of our error. If you decide to cancel your order before delivery for whatever reason, except special orders, a £30 administration charge applies plus any bank charges. If an order has been dispatched further charges may apply. In the case of a verbal order we will always read back your order at the time, and your agreement will form a contract.
We are unable to cancel or refund any monies paid on special order items after they have been ordered. Some of our Special Order products include Carpets, Marmoleum, Rugs and Wallcoverings as they are made or cut to size for your order.
Inspect all goods immediately on delivery, this means opening tubes to check trims, glancing over (but not opening) packs of flooring for visible damage. If you are unfortunate enough to receive a damaged or missing item, make sure it’s noted on the courier’s paperwork. No claims for damaged or missing items can be made after the courier has left the delivery address, unless signed for as damaged or missing.
Check that the product is flawless before installing/using them. We will not accept any claims for damaged, incorrect, missing or faulty items once the product has been installed or used. Where the buyer has used or installed the goods such use or installation shall be taken as conclusive evidence that the buyer has accepted that the goods are in perfect condition. You must accept full responsibility for the suitability of the goods ordered for the purpose to which they are put.
Returns must be arranged beforehand by email to info @ urbaneliving.co.uk to get written confirmation.
We reserve the right to refuse the sale of mis-described or mis-priced products. Before purchasing from us, we recommend viewing the product via a sample, as we cannot guarantee the colour/pattern matching from monitor to monitor. Please note that products made from natural fibres will have natural variations in colour, unlike factory-made, artificial materials, each natural material has a unique life story that creates its unique look and colour variations should be expected and may be different to that shown on this web site. or sample.