Refund policy
Last updated: 10 August 2026
This policy applies to purchases made directly from Urban Palm Trees. Urban Palm Trees is the retailer and is responsible for customer returns, refunds and other remedies.
Our products are produced on demand through Gelato, our independent production and fulfilment provider. Gelato does not provide a customer return address and does not accept customer returns on our behalf. Do not send an item to Gelato or to a production facility.
Nothing in this policy limits your statutory rights.
Return policy summary
- Eligible Standard catalogue products: tell us within 14 days after delivery if you wish to cancel, then return the item within a further 14 days.
- Change-of-mind return postage: paid by the customer unless we agree otherwise or the law requires otherwise.
- Faulty, damaged, incorrect or misdescribed items: contact us as soon as possible. Reporting the issue within 30 days where possible helps us submit a production claim to Gelato.
- Restocking fee: none.
- Direct exchanges: not offered.
UK cancellation rights for standard catalogue products
Our standard catalogue products use fixed catalogue designs and are not personalised by the customer. Producing a standard catalogue product only after an order is placed does not, by itself, make the item personalised.
For most online purchases, a UK consumer may tell us that they wish to cancel within 14 days after delivery. After notifying us, the customer has a further 14 days to return the goods.
Email info@urbanpalmtrees.com before sending anything back so that we can confirm the return method and address.
Condition of change-of-mind returns
You may inspect an item as you would reasonably inspect it in a shop. Please return it unworn other than for reasonable inspection, unwashed and with its tags and original packaging where reasonably possible.
Where permitted by law, we may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the item.
Personalised or custom-made goods
If a product is made to your specifications or is clearly personalised, such as with customer-selected text or an uploaded image, change-of-mind cancellation rights may not apply where an exception is permitted by law. Any such personalisation will be clearly stated on the relevant product page before purchase.
This exception does not remove your rights if an item is faulty, damaged, incorrect or misdescribed.
Faulty, damaged, incorrect or misdescribed items
Contact us as soon as possible if an item arrives faulty, damaged, incorrect or materially different from its description. Please provide:
- Your order number.
- A clear description of the problem.
- Clear photographs of the item.
- Photographs of the outer packaging, packaging inserts and shipping label where relevant.
Gelato asks us to report production-quality or damage claims within 30 days after receipt. Please contact us within that period where possible so that we can investigate promptly. This reporting request does not limit your statutory rights.
If a claim is valid, Urban Palm Trees will provide the remedy required in the circumstances. This may include a replacement, repair, price reduction, refund or another remedy available under applicable law. We will tell you whether the item needs to be returned. Do not send it to Gelato.
How to request a return
- Email info@urbanpalmtrees.com.
- Include your order number, the item concerned and the reason for the request.
- For a product problem, include the photographs described above.
- Wait for written instructions before posting anything.
Approved physical returns are handled by Urban Palm Trees. Our current return address is 36 The Turnpike, Stockport, SK6 6HF, United Kingdom. Do not post an item until we confirm the return method and address in writing.
Return shipping
For a change-of-mind return, the customer pays the direct return shipping cost unless Urban Palm Trees agrees otherwise or the law requires otherwise.
Urban Palm Trees covers reasonable return costs for a valid faulty, damaged, incorrect or misdescribed item where a physical return is required.
We recommend retaining proof of postage. We do not charge a restocking fee.
Refund amount and timing
Approved refunds are issued to the original payment method.
For a full cancellation of an eligible online order, we will refund the item price and the cost of the least expensive standard outbound delivery option where required by law. Additional costs for an upgraded or express delivery method are not refundable beyond the standard delivery amount unless required by law.
Where applicable, we will issue the refund within 14 days after receiving the returned goods or acceptable evidence that they were sent back. We may withhold the refund until we receive the goods or acceptable evidence of return, where permitted by law. Your bank or payment provider may require additional time to display the credit.
Exchanges
We do not process direct exchanges. Return an eligible item using the process above and place a new order for the preferred size, colour or design.
Changes and cancellations before production
Contact us immediately if an order detail is incorrect or if you wish to cancel before production. We will try to update or cancel the Shopify order and the corresponding Gelato fulfilment order, but production can begin quickly and an operational cancellation cannot be guaranteed once printing has started.
This does not remove any statutory cancellation or return right that applies to a standard, non-personalised item after delivery.
Non-returnable items
The following are not eligible for change-of-mind returns where an exception is permitted by law:
- Goods made to the customer's specifications or clearly personalised.
Items damaged through misuse or handled beyond what is reasonably necessary for inspection may be subject to a lawful reduction in refund value. Sale items are not excluded from statutory rights.
Model cancellation form
You may use the following form to cancel, but it is not compulsory:
To: Urban Palm Trees, 36 The Turnpike, Stockport, SK6 6HF, United Kingdom; info@urbanpalmtrees.com
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Customer signature (only if this form is sent on paper):
Date:
Contact
Business: Urban Palm Trees
Operator: Mathew Astle, sole trader
Address: 36 The Turnpike, Stockport, SK6 6HF, United Kingdom
Email: info@urbanpalmtrees.com
Phone: +44 7976 953179
Customer support: Monday-Friday, 9:00 AM-6:00 PM, UK local time (Europe/London)
Response time: We aim to respond within one business day.