Returns POlicy

 

Our policy lasts 30 days from the date of delivery. If 30 days have passed since your order was delivered, we’re unable to offer a refund or exchange.

To be eligible for a return:

  • The item must be unused and in the same condition you received it

  • It must be in the original packaging

  • Proof of purchase is required

Partial refunds may be granted (if applicable) for:

  • Items returned in a condition not due to our error

  • Items returned more than 30 days after delivery


Refunds (if applicable)

Once your return is received and inspected, we’ll email you to confirm receipt and let you know whether the refund has been approved.

If approved, your refund will be processed and applied to your original payment method within a reasonable processing timeframe.


Late or missing refunds (if applicable)

If you haven’t received a refund:

  • Check your bank account again

  • Contact your credit card provider – processing times can vary

  • Contact your bank

If you’ve done all of the above and still haven’t received your refund, contact us at matt@ulj.co.nz


Sale items (if applicable)

Only regular-priced items are eligible for refunds. Sale items are not refundable.


Exchanges (if applicable)

We only replace items if they are defective or damaged.

If you need to exchange an item for the same product, email matt@ulj.co.nz and we’ll provide return instructions.


Gifts

If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit once the returned item is received.

If the item was not marked as a gift, or was shipped to the purchaser first, the refund will be issued to the original purchaser.


Returns shipping

Urban Lumberjack operates on a delivery-only basis and does not accept in-person returns.

If a return is approved, Urban Lumberjack will provide return instructions by email.

  • You’re responsible for return shipping costs

  • Shipping costs are non-refundable

  • If a refund is issued, return shipping costs will be deducted from the refund, where applicable

We recommend using a tracked shipping service for returns, particularly for higher-value items. Urban Lumberjack cannot guarantee receipt of untracked returns.