Refund policy

At Urban Palm Trees, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return in accordance with the policy below.

30-Day Return Policy

You have 30 calendar days from the date you receive your order to request a return.

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition.

  • The item must be returned with all original tags, packaging, and accessories.

  • You must provide proof of purchase, such as your order confirmation or receipt.

How to Request a Return

To initiate a return, please contact our customer support team:

Email: info@urbanpalmtrees.com

Please include:

  • Your order number

  • The reason for the return

  • Photos of the item if it is damaged, defective, or incorrect

Returns sent without prior authorization may not be accepted.

Return Address

Approved returns should be sent to:

Urban Palm Trees
36 The Turnpike
Stockport SK6 6HF
United Kingdom

Customers should not return items until return instructions have been provided by our support team.

Return Shipping Costs

  • If the return is due to a defective, damaged, incorrect, or faulty item, Urban Palm Trees will cover the return shipping cost.

  • For change-of-mind returns, customers are responsible for the return shipping cost unless otherwise required by applicable law.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive:

  • A damaged item

  • A defective item

  • An incorrect item

  • An item with missing parts

Please contact us within 7 days of delivery at info@urbanpalmtrees.com.

We may request photographs to verify the issue and will work promptly to provide a replacement, refund, or suitable resolution.

Non-Returnable Items

The following items cannot be returned:

  • Personalized or custom-made products

  • Gift cards

  • Final sale or clearance items (where permitted by law)

If you are unsure whether your item qualifies for return, please contact us before making a return request.

Exchanges

If you wish to exchange an item, we recommend requesting a return and placing a new order for the desired product once the return has been approved.

European Union Customers – 14-Day Cooling-Off Period

For orders shipped to countries within the European Union, consumers have the right to cancel or return their order within 14 days of receiving the goods without providing a reason.

To qualify:

  • The item must be unused and in its original condition.

  • All original packaging, tags, and accessories must be included.

  • Proof of purchase must be provided.

This right is subject to applicable consumer protection laws and may not apply to certain customized or personalized products.

Refund Process

Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If approved:

  • Refunds will be issued to the original payment method used for the purchase.

  • Refunds are typically processed within 10 business days after approval.

  • Financial institutions may require additional time to post the refund to your account.

Late or Missing Refunds

If you have not received your refund within 15 business days after receiving approval, please contact us at:

info@urbanpalmtrees.com

We will assist in investigating the status of your refund.

Contact Information

Address: 36 The Turnpike, Stockport SK6 6HF, United Kingdom

Email: info@urbanpalmtrees.com.

Phone: +44 7976 953179

Support: Monday to Friday, 9 AM–6 PM

We are committed to providing fair, transparent, and customer-friendly return and refund procedures.