Terms & Conditions
This page tells you the terms and conditions on which we supply any of the products (“the
Products”) listed on our website: urban-retreat.com (“our site”) to you. Please read these terms and
conditions carefully before ordering any Products from our site. You should understand that by
ordering any of our Products, you agree to be bound by these terms and conditions. Please
click on the button marked "I Accept" at the end of these terms and conditions if you accept
them. Please understand that if you refuse to accept these terms and conditions, you will not be
able to order any Products from our site.
By placing an order through our site, you warrant that: You are legally capable of entering into
HOW THE CONTRACT IS FORMED BETWEEN YOU AND US
After placing an order, you will receive an e-mail from us acknowledging that we have received
your order. It is your responsibility to provide a correct e-mail address & to check your spam /
junk / promotional email folders for communication from us. The Contract will relate only to
those Products we have confirmed in the e-mail. We will not be obliged to supply any other
Products. Once submitted, your order cannot be altered.
AVAILABILITY AND DELIVERY
We aim to process your order for dispatch within 72 working hours of receipt. We are not
responsible for any delivery problems / delays / weather conditions that the courier may
encounter which results in a delay in delivery. Therefore, we are not always able to guarantee
next working day delivery, but we will deliver your parcel to you within a reasonable period of
time. You must ensure that you provide a valid delivery address at the time of placing an order
and that you are available to accept delivery. If your order is unable to be delivered and is
returned to us, we will refund the price of goods purchased minus an administration equivalent
to delivery and return charges imposed by the carrier.
Samples are sent via normal postal service. Delivery times may vary.
UK - Royal Mail £4.70 24H Tracked Delivery: Please allow up to 72 hours (Excluding
Weekends) for your order to be processed. On the day it is dispatched from our premises, you
will receive tracking details. The next day you will receive a text confirming a 1-hour slot for
USA – Trackpak: Delivery times are anything between 4 and 10 working days from the moment
it is scanned into the Trackpak processing centre.
DHL Express: Delivery times are 2 working days from the moment it is scanned in DHL
Canada – Landmark: Delivery times are anything between 4 and 10 working days from the
moment it is scanned into the Landmark processing centre. Orders are processed during
working hours Monday to Friday (8am to 5pm)
Orders can be cancelled before they are processed by our warehouse. In order to cancel your
order, please email [email protected] with your order number and request a cancellation.
NB, card processors make a charge to us for a cancelled transaction & we pass that charge on.
Refunds generally take 3-5 working days to process through the banking system back to the
Changing an order requires cancelling the initial order and then placing a new order.
RISK AND TITLE
The Products will be at your risk from the time of delivery.
PRICE AND PAYMENT
The price of the products and our delivery charges will be as quoted on our website. Product
prices and delivery charges are liable to change at any time, but changes will not affect orders
in progress. Payment for all Products must be via credit or debit card. We will not dispatch your
order until payment has been received in full.
OUR RETURNS AND REFUNDS POLICY
WITHIN 30 DAYS OF PRODUCT DELIVERY
We will refund all un-opened or faulty items purchased directly from us provided that the return
is initiated by contacting our customer care team at [email protected] within 14 days* of
delivery. We then require the item to be returned to us within a further 14 days, and you should
be able to demonstrate by receipt and parcel tracking information that you have sent the returns
to us within this time frame. Items should be returned in their original packaging with any
documentation relating to your order.
If you are unsatisfied with the quality of Urban Retreat by Acti-Labs products for any reason within 14 days* of
product delivery, the return of used items is assessed individually and based upon merit. Items
should be returned with all documentation relating to your order plus any supporting information
that you wish to be considered when evaluating the possibility of a refund.
In cases when a used product is eligible for a refund, refunds are in the form of product credit
calculated minus shipping charges. Please note that products must be at least 90 percent full in
order to be eligible for a return or exchange.
We do not offer colour exchanges on used items. We aim to keep our sales prices very
competitive by not building in a margin for this service.
Returns and exchanges can be initiated by submitting a request at [email protected] A
Customer Care Agent will contact you within 24 hours (Monday to Friday). Wherever possible
we will resolve problems via email, without the need for a physical return, however in some
instances this will not be possible so you will be provided with the next steps required for
completing the return.
The item and its condition is your responsibility until it reaches us, so for your own protection we
recommend that you send the parcel using a delivery service that insures you for the value of
the goods. We cannot refund return items lost in the post.
We warrant to you that any products purchased from us through our site will, on delivery,
conform with its description, be of satisfactory quality, and be reasonably fit for all the purposes
described on our website.
If you are concerned about the quality of the products you ordered from us, please initiate a
return by contacting our customer care team. Returns and exchanges can be initiated by
submitting a request at [email protected] A Customer Care Agent will contact you with the
next steps required for completing the return.
Personal incompatibility with our products is a rarity, because ingredient safety is of paramount
importance to us. Our products are also allergen free.
If, however, you do experience personal incompatibility with Urban Retreat by Acti-Labs products (such as an
allergy to an ingredient), please contact your physician immediately.
To return a product based on personal incompatibility, you may initiate a return by submitting a
request at [email protected] A Customer Care agent will contact you with the next steps
required for completing the return.
For quality control, please describe the nature of the personal incompatibility in the return
request and provide the report from your physician confirming the incompatibility.
If your order arrives damaged from carrier handling, please initiate a claim by submitting a
request at [email protected] A Customer Care Agent will contact you with the next steps
required. Customer Care will send a replacement right away. Please include digital photo(s) of
the damaged or defective product with the return request so Urban Retreat by Acti-Labs can forward to the carrier
and complete a claim for compensation.
LOST OR STOLEN SHIPMENT CLAIMS
Urban Retreat by Acti-Labs provides tracking numbers for every package sent. We ask that you check with your
local postal carrier if a tracking number shows a package as having been delivered. If the
carrier confirms it has, but you haven’t received it, the next step is to file a Police report, and
provide us with the Crime Reference Number. We will then issue a claim. In straightforward
cases we will immediately send a replacement of your order.
MISSING ITEM CLAIMS
Claims for missing items must be made within 48 hours of receipt of the order. So that we can
rectify this for you, please submit a request at [email protected] including the order number,
a clear photo of the full packing sheet (unfolded) and a photo of the box and items received,
sufficient enough to enable us to consult our CCTV packing history.
*The returns process must be initiated within 14 days of delivery.
Return Address UK:
27b North Way
Applicable laws require that some of the information or communications we send to you should
be in writing. When using our website, you accept that communication with us will be mainly
electronic. We will contact you by e-mail or provide you with information by posting notices on
our website. For contractual purposes, you agree to this electronic means of communication
and you acknowledge that all contracts, notices, information and other communications that we
provide to you electronically comply with any legal requirement that such communications be in
writing. This condition does not affect your statutory rights. Contact with us regarding an order,
should be made by the person who placed the order (the person who agreed to this contract).
EVENTS OUTSIDE OUR CONTROL
We will not be liable or responsible for any failure to perform, or delay in performance of, any of
our obligations under a contract that is caused by events outside our reasonable control (“the
Force Majeure Event”) arising out of or in connection with them or their subject matter or
formation (including non-contractual disputes or claims) will be governed by English law. Any
dispute or claim arising out of or in connection with such Contracts or their formation (including
non-contractual disputes or claims) will be subject to the non-exclusive jurisdiction of the courts
of England and Wales.
Urban Retreat by Acti-Labs is committed to providing products with a service of the highest standard. However, if
you are not completely satisfied with any aspect of the service you have received, we will do our
very best to resolve the problem in a fair and transparent way.
HOW TO RAISE A COMPLAINT
Please email Urban Retreat by Acti-Labs Customer Care Team:
[email protected] We are here: Monday to Friday 9am - 6pm
What you will need to provide: To help us investigate and try to resolve your complaint, please
provide us with the following information:
your name and address;
Your order number (if applicable)
details of how we can contact you;
a clear description of your complaint;
details of what you would like us to do to rectify the situation; and
if appropriate, copies of any relevant supporting documentation.
OUR COMMITMENT TO YOU
We will acknowledge your complaint within 2 working days of receipt.
We will thoroughly investigate your complaint and offer a fair response that will take into account
all the information available to us.
We will do our best to resolve your complaint as quickly as possible.
We will keep you updated on the progress of your complaint.
We will endeavour to fully resolve your complaint within 4 weeks of receiving it. We will either,
write to you with our final response and the reasons for providing this response, or explain why
we are not in a position to give you a final response at that time and let you know when we
expect to be able to provide it.
Urban Retreat by Acti-Labs will investigate all complaints competently, diligently and impartially. Every complaint
will be assessed fairly, consistently and promptly; taking into account all relevant factors to
ensure a fair outcome for you. It may be necessary to obtain further information throughout the
process, which will require your co-operation in order to resolve the complaint as quickly as
In some cases we will need to contact your consultant for more information. If appropriate,
we may refer the complaint directly to them for information or action.