Refund policy

RETURNS POLICY

Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or you’ve received the wrong item, contact us as soon as you notice. Under Australian Consumer Law, you’re entitled to a repair, replacement, or refund for goods that are faulty, don’t match their description, or don’t do what they’re meant to do, and we’ll cover the cost of the return.

Change of mind

We don’t offer change of mind returns or exchanges.

How to start a return

Contact us at hello@urbanalchemy.com.au with your order number and reason for return. Items sent back without first contacting us won’t be accepted. If approved, we’ll confirm the return address and next steps.

Returns should be sent to: 110/87 Gladstone Street, South Melbourne VIC 3205

Refunds

Once we’ve received and inspected a return, we’ll let you know if it’s been approved. Approved refunds are processed to your original payment method within 10 business days. If more than 15 business days have passed since approval, contact us at hello@urbanalchemy.com.au.