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Customer Service Policy

Urban Spice is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery time frames are between 3-12 business days; in the event that an ordered item is not available or we are unable to fulfill your order we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.  

Returns and refunds

We are happy to accept returns on our items if they are faulty or you would like to exchange for another item, we do not however refund for change of mind. Postage costs to return and re-ship a different item are at the buyers expense except in the case of faulty products which will be replaced without incurring an additional delivery charge, however photographic proof of damage may be requested. If returning a product you need to notify us within 3 days of receipt your intention to return and it must have the original packaging intact.

If providing a refund for a product, please keep in mind we do not refund delivery charges, only the cost of the item itself.  Please choose carefully, as we do not exchange or give refunds if you change your mind or make a wrong decision.

We make every effort to clearly show colour's on our website however the settings on your computer screen may not accurately represent colour's, please keep this in mind when ordering. 

If your products arrive damaged or you have any concerns regarding your purchase please contact us by email and we will respond to your query within 24 hours. 

In our website we have shown some products being utilized outdoors. These products are meant for occasional use only outdoors and are not necessarily weather proof. Exposure to the elements will eventually cause damage and this is not regarded as a fault of the product and as such will not be entitled to a refund if such damage occurs.

Postage

Postage is through Australia post e-parcel. Shipping costs are a flat rate for reasonable order quantities that are able to be packaged in a single parcel, all extremely large and bulky orders that require multiple large parcels to be posted will incur an extra freight charge. We will inform you prior to shipping this applies to your order.If you wish to place multiple quantities of an item please contact us prior to purchase for a shipping estimate. Orders are dispatched within 4-5 business days. Shipping times are estimated at between 3-12 business days depending on your location within Australia. Delivery times can vary especially at peak times and we do not take responsibility for any delays in delivery. 

Express postage available on request. Express postage will be billed separately, size and weight limitations apply. Please notify us via email or the 'your notice to us' section during checkout, we will contact you with pricing for express postage prior to dispatching your order. Free postage code offers do not include express postage and are valid only for normal postage.

All items displayed on this site are for delivery within Australia only. We are obliged to deliver only to the address in Australia which you have specified. Our e-parcel system requires that a signature is provided for proof of delivery, if you are not home to take delivery of your item a card will be left by Australia Post and you will be required to pick up your delivery from the stated Post Office. 

We do our best to estimate delivery times based on our postal provider Australia post. We are not however liable for any delay in delivery times that are outside of our control and by using this site you agree to the these terms and acknowledge that you are not able to cancel an order or entitled to a refund due to any delivery delay that may occur.

Urban Spice wherever possible uses recycled packaging material to package your order.

Security Policy

When purchasing from Urban Spice your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact us.

Terms of use

Urban Spice shall not be liable for any loss, damage or destruction of property arising from use, misuse or improper use of any product.  We will not be liable to you or any third parties for any direct, indirect, special, consequential or punitive damages allegedly sustained arising out of your access to or inability to access our website. This includes viruses alleged to have been obtained from the service, your use of or reliance on the website or any of the information or materials available on the website, regardless of the type of claim or the nature of the cause of action. 

 Pricing

All prices are in Australian dollars ($AUD) and are inclusive of GST (Goods and Services Tax). All prices are correct at time of publication; however we reserve the right to alter prices for any reason.

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