Goods that are received with defects
If you receive an item that is damaged or defective upon first inspection, please contact us within 24 hours of receipt by emailing firstname.lastname@example.org. Please provide a picture of the defect and a description so that we can resolve the issue as quickly as possible. We cannot issue a replacement on the basis of a description alone. All items are inspected by Urban Rider prior to dispatch so in the rare event that goods are received damaged or faulty, the above information is neccesary for us to pursue a claim with the manufacturer or shipping agent.
We will arrange for a replacement item to be sent to you and will have the faulty goods collected at the same time.
Goods that fail within their warranty period
All goods supplied by Urban Rider are from official sources and are covered by the normal manufacturers warranty. If an item has failed prematurely please follow our returns procedure, click here, giving us details of the product and fault. Certain products need to be returned to our suppliers, for inspection and possible repair, before a credit can be issued. Please return the item to us via a recorded delivery service and enclose a receipt for postage cost with the returned goods.
Where an item qualifies for repair or repalcement underwarrantywe will refund the return postage costs incurred by the customer via the original method of payment.
If you paid using a card on your Urban Rider account we will issue the refund to this card (please allow up to 10 working days for refunds to appear as cleared funds).
If you paid using PayPal we will issue the refund for the postage only to this account.
Who pays for return postage on faulty goods?
Where an item is deemed to have been sent out by Urban Rider in a defective condition or the defect has ocurred as a result of the courriers used to deliver the goods, Urban Rider will cover all postage costs and arrange both the collection of the faulty goods and replacement.
Where an item has failed within its period of warranty,we ask customers to arrange return of the goods to us wherein, upon receipt, we will creditor refund the value of the return postage up to £20.00.For return costs in excess of this amount or for any overseas warranty returns please contact us firstby emailing email@example.com
How long does it take to repair or replace an item covered under warranty?
This will vary from one item to another depending upon the nature of the problem. When we receive email notification of the fault we will provide an estimate of the turnaround time.