Terms & Conditions

PAYMENT POLICY

We accept Visa & Mastercard Debit and Credit card payments. To comply with card provider guidelines, all orders must be placed with a delivery address which corresponds to the address where the payment card used for the order is registered. When placing your oder please ensure :

  • Street address matches with the details registered to the payment card

  • Post code matches with the details registered to the payment card

  • Country matches with the details registered to the payment card

If details of an order do not match then please note the order will be cancelled. Funds will be refunded to the payment card used within 10/15 working days of the International orders : payments are accepted in GBP at the provided exchange rate managed by stripe payments at the time of the purchase. In the event of a refund, URBAN bears no liability if there is a difference in the exchange rate or amounts refunded in a foreign currency. 

Split payments are managed by the customer on advice of URBAN. All payments made towards an exclusive reservation of a pushchair, car seat, accessories and/or isofix base for a later date are non-refundable. 

DELIVERY POLICY

Delivery Times ( when in stock):

- UK Mainland : 3 - 5 Working Days

- Europe : 5 - 7 Working Days

- America + Canada : 7 - 10 Working Days

At URBAN Pushchairs we highly value your time when it comes to delivery. All deliveries are arranged to be as smooth and timely as possible. All deliveries are tracked and updates are provided by SMS Text Message and Email.

** PLEASE NOTE : We comply with Delivery Guidelines set by all Major Banks and Payment Card Providers and as such exclusively deliver to the order Billing address only. For more information on chargeback guidelines please contact your local bank or payment card provider for information and further guidance. **

Delivery times may vary from time to time depending on stock availability - if a delivery time/date has been noted in the item listing then this will be the estimated delivery time.

All URBAN Pushchair products are assembled in the United Kingdom. Before your order leaves our distribution centre, it is fully inspected and passed via our strict quality control procedures. We do not dispatch damaged / faulty items. If any damage has taken place in transit to you, It is your duty to reject any item that comes delivered with damaged packaging and inspect the goods prior to signing receipt of the good with the delivering courier company. By signing you agree that the goods were delivered to you undamaged and intact.

REFUNDS

Once your return is received an inspection will be carried out within 7 working days. You will receive an email post the inspection has been carried out detailing the status of your return. All returned items that have successfully passed the returns inspection will be credited to the original payment method. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between banks / payment providers.

Original delivery fees are not refundable and will be deducted from the total refund amount.

Please note the following repacking fees will be deducted from the total refund amount in the event any packaging box / bags / foam is damaged / missing :

  • Packaging Box : £15 per box

  • Packaging Bag / Foam : £3 per bag / foam piece

Please note all products received must be repackaged as received, failure to do so will incur a fixed repacking fee of £55 which will be deducted from your total refund amount. 

No refunds are due in the event your return has failed it's return inspection. In this event our Customer Service Team will email you detailing the reason/s why your return failed its inspection. All failed returns must be collected by the buyer within 15 days of the date of the " failed returns " email. Post 15 days URBAN PUSHCHAIRS are within rights to dispose of the items. 

If a discount code has been applied or a sale product has been purchased or customer has been gifted any additional items then the order is only refundable in credit. A credit note is issued within 14 days of the refund being approved, a credit note is only valid for 12 months from date of issue and can only be used on the following websites ; www.urbanpushchairs.com / www.podstroller.com / www.bebylux.com

If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact Customer Care on info@urbanpushchairs.com

RETURNS

Our returns process is quick and easy, it is designed to help any customer's who have changed their mind to return their order efficiently. Please follow the exact steps below to help our team process your return quickly :

- Email : Contact our Customer Service Team on info@urbanpushchairs.com with the following details : 

  1. Complete the subject section of your email with : Return | ( Quote Your Order Number )

  2. Description of why you are returning your order, and a statement confirming that the order has not been opened/used. If you have opened the boxes / tested the items received please ensure your returned items comply with the terms outlined in the section below titled " Packing ".

- Packing : Please follow the steps as closely as possible per the terms outlined below to help our team process your return as quickly as possible :

  1. Repackage any opened product bags and boxes as received.

  2. Reseal all product box/es only with clear packing tape.

- DELIVERY : We recommend all customers to use a courier service which is insured to cover any damage/loss and is signature tracked. Please arrange your delivery to the address below :

URBAN PUSHCHAIRS
LOK N STORE
47 MAYLANDS AVENUE
HEMEL HEMPSTEAD
HP2 7FU

 

IMPORTANT : Before dispatching your returned items, please ensure your order meets the criteria outlined below: 

Deadline : Our return policy lasts 14 days from the date you receive your order, if 14 days have passed since you received your order, then unfortunately we can’t offer you a refund or exchange. Please note if the items are not returned within 14 days of your order being received, then URBAN Pushchairs are within rights to cancel your (buyer) Returns claim.

Packaging : Original order invoice must be included with your returned order. All / any exterior packaging and / or interior packaging must be undamaged, unmarked and intact. The condition should be as when received ie brand new. Any tape used except clear packing tape will render that item of packaging unusable and as such will be classed as damaged. Any damaged / missing box/es, bag/s and/or protective styrofoam will incur a replacement fee :

  • Packaging Bag / Foam : £3 per bag / foam piece
  • Packaging Box : £20 per box

Pushchair : has only been tested on a soft carpeted surface, in an environment free from pets / smoke. Any dust / carpet fabric must be removed from the pushchair prior to repacking. 

Car seat : The casing / shell has not been scratched / marked, all stickers on the casing / shell are unmarked / undamaged and that the car seat has not been fitted in a vehicle. 

Isofix Base : The legload security clip has not been removed and the base has not been fitted / secured in a vehicle. 

Any customer unsure on how to repackage their ordered items please contact info@urbanpushchairs.com and our Customer Service Team will assist you. Please note all products received must be repackaged as received, failure to do so will incur a fixed repackaging fee of £55 which will be deducted from your total refund amount.

All URBAN Pushchair products are assembled in the United Kingdom. Before your order leaves our distribution centre, it is fully inspected and passed via our strict quality control procedures. We do not dispatch damaged / faulty items. If any damage has taken place in transit to you, It is your duty to reject any item that comes delivered with damaged packaging and inspect the goods prior to signing receipt of the good with the delivering courier company. By signing the delivery receipt you agree that the goods were delivered to you undamaged and intact.

WARRANTY

As the manufacturer, URBAN Pushchairs, which has its principal place of business in Hemel Hempstead ( United Kingdom ) supplies its URBAN pushchairs and URBAN accessories (which will hereinafter be referred together and separately as “product”) under warranty, subject to the following conditions:  

1. The manufacturer’s warranty period is 12 months, from the date of purchase as indicated on the order confirmation. The remaining guarantee for the original product will apply for a replacement part or product or a repaired product. 

2. This manufacturer’s warranty applies only in the region (UK Mainland) in which the product was purchased. URBAN Pushchairs guarantees that the product will be in compliance only with the statutory provisions and/or government regulations that apply in the region in which the product was sold. URBAN Pushchairs reserves the right to apply a divergent manufacturer’s guarantee for those specific regions.  

3. This limited manufacturer’s warranty only applies to a product that is purchased for private use. This limited manufacturer’s warranty expressly excludes products obtained for commercial purpose or use, including, but not limited to products for commercial rental. 

 4. The manufacturer’s warranty provides a right to repair unless URBAN Pushchairs is of the opinion that replacement or return of the product is necessary. When a warranty claim is raised if the customer wishes to have a product inspected, then it is the customer’s responsibility to return any item back to URBAN Pushchairs. Provided the repair is covered by the manufacturer’s warranty, URBAN Pushchairs will cover the delivery back to the user/customer. Replacement parts covered by warranty do not include delivery, delivery has to be covered by the customer. 

5. URBAN Pushchairs reserves the right to stop manufacturing a particular model, colour, fabric or accessory, and therefore it will replace a part with a similar product, colour or fabric during the manufacturer’s warranty period.  

6. To claim under this manufacturer’s warranty you must provide URBAN Pushchairs with the following: 

  • a copy of the dated receipt of purchase, 

  • a clear description of the complaint and 

  • the defective product and/or photographs of the defective part or product.

7. The manufacturer’s warranty is not transferable and may therefore only be invoked by the first owner ( payment card holder ).  

8. The manufacturer’s warranty does not affect any statutory rights you may have, for example, the right to hold the retailer accountable for defects. 

WHAT IS COVERED BY THE MANUFACTURER’S GUARANTEE?

The manufacturer’s guarantee applies in respect of the product and covers the following:

  • all manufacturing defects in the chassis, frame and the wheels;

  • all manufacturing defects in the adapters (frame and car seat adapters);

  • all parts of the harness of your URBAN pushchair;

THE MANUFACTURER’S WARRANTY WILL VOID IN THE FOLLOWING CIRCUMSTANCES:

  • If you have made or arranged for modifications or repairs to be made without first having received written permission from URBAN Pushchairs.

  • Defects resulting from neglect or an accident and/or from any use or maintenance other than that indicated in the user guide.

  • If the serial number has been damaged or removed.

  • Damage to the product caused by normal wear and tear.

  • Incorrect mounting or installation of third-party parts that are incompatible with the product.

  • Inadvertent or unintentional damage, abnormal use or insufficient care.

  • Improper storage/product care.

  • Damage to push bars or upholstery due to normal daily use of the product.

  • Holes or tears in the tires.

  • Damage due to improper use or due to failure to follow user guide.

  • Damage due to repairs carried out by unauthorised persons or due to improper disassembly of the product.

  • Transport damage (during air transport or other modes of transport): carefully inspect your URBAN Pushchairs product after it was shipped by the airline (or other carriers) and in case of any damage immediately file a claim with the carrier.

  • Customer dissatisfaction with the product in terms of fit, weight, functionality, colour or design.

IMPORTANT

The manufacturer’s warranty period for this product is 12 months from the purchase date indicated on the sales receipt. Save the sales receipt in a safe place and make a copy of it. If you submit a claim under this manufacturer’s warranty you must contact URBAN Pushchairs by sending an e-mail to info@urbanpushchairs.com. 

URBAN Pushchairs reserves the right to amend these manufacturer’s warranty provisions at any time.

REPLACEABLE PARTS

We pride ourselves on creating products based on high quality and standards. That’s why only genuine URBAN Pushchair parts or parts which have been approved by URBAN Pushchairs should ever be used in conjunction with the URBAN Pushchairs product. If you need to replace a part of your URBAN Pushchairs product, you can contact our customer service team directly on info@urbanpushchairs.com