Returns policy

Each brand has their own returns policy and method. Please make sure you check the relevant return policy for the item you ordered. If returning items from multiple brands, please enter all in a single email and we'll process it accordingly as per below for each item.

Hero apparel and branded items

Return reason - wrong size, didn't like the item or other

Please email us at info@urban.co with:

Your name and Hero ID
Order confirmation number
Full name of item(s) you'd like to return, size and colour
Reason for return

Refunds must be requested within 14 days of you receiving the order. We can only accept returns for items that are in a resalable state.

Once you've emailed us, we’ll review your request and get back to you with instructions of how to process your return. Once our supplier has received the item(s) we’ll process the refund.

If you'd like a different size of the item, you'll have to reorder it through the Hero shop.

NOTE: We won't refund any delivery costs unless the item is damaged or faulty. If confirmed faulty we'll reimburse any extra delivery costs to your weekly statement.

Return reason - misprinted/damaged/defective or lost in transit

You have 30 days after receipt (on for lost in transit, no later than 30 days after the estimated delivery date) of the item to request a refund if the item is damaged.

Please email us at info@urban.co with the:

Your name and Hero ID
Order confirmation number
Full name of item(s) you'd like to return
Reason for return
Photo of the item and damage (if lost item, any evidence that the courier didn't arrive)

Once you've emailed us, we'll review your request and get back to you with instructions of how to process your return. Once our supplier has notified us, they've received the item(s) and confirmed the damage or loss is their fault we'll process the refund.

We will also refund you for any extra delivery charges you made.

If the item is found to be damaged by you, we will not process your refund or refund any of the delivery charges.

Return reason - Unclaimed / Wrong Address

If you put the wrong address and the item is returned to our supplier, we will charge you the delivery fee to redeliver the item to the correct address.

If you don't claim the item when it's been delivered and it's been sent back to our supplier, we will charge you the delivery fee to redeliver the item to you. We will charge you the delivery fee for every time we have to resend the item if you continue not to claim it.

Theragun

If you'd like to return your Theragun please email us at info@urban.co with:

Your name and Hero ID
Order confirmation number
Serial Number of the Theragun
Full name of item(s) you'd like to return
Reason for return
If damaged or faulty please send evidence (if lost/ didn't arrive please send any evidence to help)

We can only accept returns that are unopened and unused (unless the item arrived damaged or faulty) and refunds must be requested within 14 days of you receiving the order.

We'll arrange collection of the item (free of charge) with Theragun and send you the details of the collection by email.

We will only refund the device when Theragun have confirmed receipt of the item (or confirmed the faulty item).

Dermalogica

If you'd like to return your Dermalogica item(s) please email us at info@urban.co with:

Your name and Hero ID
Order confirmation number
Full name of item(s) you'd like to return and quantity
Reason for return(s)
If damaged or faulty please send evidence

We will then request a returns form from Dermalogica and send it on to you to process the return.

You are responsible for packing their return and posting it to the address provided by Dermalogica. You can use any method of postage, but we always suggest that you use a tracked service as we’re not responsible for any returns that go missing in transit.

After sending the item to Dermalogica you must email info@urban.co with a copy of proof of purchase of delivery for the return. (i.e., tracking number). Once we've received the proof of purchase of delivery for the return, we’ll process your return.

NOTE: We won't refund for the delivery or return delivery of the item unless the item is damaged or faulty. If confirmed faulty we'll reimburse any extra delivery costs to your weekly statement.

Bebebump

If you'd like to return your Bebebump item, please email us at info@urban.co with:

Your name and Hero ID
Order confirmation number
Full name of item(s) you'd like to return
Reason for return
If damaged or faulty please send evidence

We can only accept returns that are unopened and unused (unless the item arrived damaged or faulty) and refunds must be requested within 14 days of you receiving the order.

We'll reach out to you with further instructions on how to process your item for refund after you’ve email us. Once the suppler has acknowledged receipt of the returned item or faulty item we’ll send you your refund.

NOTE: We won't refund for the delivery or return delivery of the item unless the item is damaged or faulty. If confirmed faulty we'll reimburse any extra delivery costs to your weekly statement.