Returns and complaints

1. Company Information

Netfinity Ltd
4 Gosditch Close
Malthouse Lane
GL50 4GQ
Cheltenham
United Kingdom

Email: hello@urbx-ink.com

2. Returns Policy

2.1 Right to Cancel (Consumer Contracts Regulations)

If you are a consumer based in the UK or EU, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise your right to cancel, you must inform us by email at:
hello@urbx-ink.com

2.2 Return Conditions

To be eligible for a return:

  • Items must be unused and in the same condition that you received them
  • Items must be returned in their original packaging
  • Proof of purchase is required

We reserve the right to refuse returns that do not meet these conditions.

2.3 Non-Returnable Items

The following items cannot be returned:

  • Custom-made or personalised products
  • Items that have been used, damaged, or altered
  • Digital products (if applicable), once delivered or downloaded

2.4 Return Process

To initiate a return:

  1. Contact us at hello@urbx-ink.com with your order details
  2. Wait for return instructions and confirmation
  3. Send the item to the address provided

Unless the item is faulty or incorrect, you are responsible for return shipping costs.

2.5 Refunds

Once we receive and inspect your return:

  • We will notify you of the approval or rejection of your refund
  • Approved refunds will be processed within 14 days
  • Refunds will be issued using the original payment method

Shipping costs are non-refundable unless the return is due to our error.

2.6 Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item:

  • Contact us within 48 hours of delivery
  • Provide photos and a description of the issue

We will offer a replacement, repair, or full refund, including return shipping costs.

3. Complaints Policy

3.1 How to Make a Complaint

We take complaints seriously and aim to resolve them quickly and fairly.

To submit a complaint, please contact us at:
hello@urbx-ink.com

Include:

  • Your name and contact details
  • Order number (if applicable)
  • A clear description of your complaint

3.2 Complaint Handling Process

  • We will acknowledge your complaint within 2 business days
  • We aim to resolve complaints within 7–14 business days
  • If more time is needed, we will inform you of the delay

3.3 Escalation

If you are not satisfied with our response, you may have the right to escalate your complaint to relevant consumer protection authorities or alternative dispute resolution (ADR) services in your country.

For UK customers, you may contact:

4. Contact Us

If you have any questions about returns or complaints, please contact:

Email: hello@urbx-ink.com
Address: Netfinity Ltd, 4 Gosditch Close, Malthouse Lane, GL50 4GQ, Cheltenham, United Kingdom