Refund policy

Returns & Refund Policy

Last updated: September 2026

At Urban Roam Co, we want you to be happy with your purchase. If you change your mind, we offer returns on eligible products within 30 days of delivery.

Your rights under this policy are in addition to any rights you may have under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any consumer rights or remedies that cannot legally be excluded.

30-Day Change-of-Mind Returns

We accept change-of-mind returns on most eligible products within 30 days of delivery.

To be eligible for a change-of-mind return:

The item must be unused and in its original condition.
The item must be returned in its original packaging where reasonably possible.
You must provide proof of purchase, such as your order number or receipt.
The return must meet any product-specific exclusions outlined below.

To request a return, email hello@urbanroamco.com with your order number, the item you would like to return and the reason for your return.

Our team will provide you with return instructions.

For approved change-of-mind returns, return shipping costs are the responsibility of the customer. We recommend using a tracked postage service, as Urban Roam Co cannot be responsible for returns lost in transit.

Unless otherwise instructed by our team, approved returns should be sent to:

Urban Roam Co
PO Box 30
Mitchell ACT 2911
Australia

Refunds

Once your return has been received and assessed, we'll let you know the outcome.

For approved change-of-mind returns, refunds will be issued to the original payment method. Please allow approximately 5–7 business days after your refund has been processed for the funds to appear, depending on your bank or payment provider.

Original delivery charges are generally not refundable for change-of-mind returns.

This does not affect any rights you may have to recover reasonable return or delivery costs where a product fails to meet a consumer guarantee under the Australian Consumer Law.

Faulty, Damaged or Incorrect Products

We stand by the products we sell and want to know if something isn't right.

Products sold by Urban Roam Co come with guarantees that cannot be excluded under the Australian Consumer Law. These include guarantees that products are of acceptable quality, match their description and are fit for any disclosed purpose.

If you believe your product is faulty, damaged, not as described, not fit for purpose, or if you received the wrong item, please contact us at hello@urbanroamco.com with your order number and details of the issue.

We may ask you to provide photographs or other information to help us assess the issue. In some circumstances, we may also need the product returned for assessment.

Your available remedy will depend on the circumstances and your rights under the Australian Consumer Law.

Where a product has a major failure, you may be entitled to choose a refund or replacement.

Where the problem is not a major failure, we may be entitled to provide a repair or replacement within a reasonable time. If we cannot do so within a reasonable time, you may be entitled to a refund or other remedy available under the Australian Consumer Law.

Where applicable under the Australian Consumer Law, Urban Roam Co will cover or reimburse reasonable return costs associated with returning a faulty product.

Incorrect Orders

If we've sent you an item that is different from what you ordered, please contact hello@urbanroamco.com.

We'll work with you to correct the order and, where appropriate, arrange return postage at no cost to you.

Exchanges

We currently do not offer direct exchanges for change-of-mind purchases.

If you'd prefer a different colour, size or product, you can return your eligible original item under our 30-day change-of-mind policy and place a new order.

This does not limit your rights to a replacement or other remedy where a product fails to meet a consumer guarantee under the Australian Consumer Law.

Non-Returnable Items for Change of Mind

For hygiene, safety and product integrity reasons, we generally cannot accept change-of-mind returns for certain products once they have been opened or used, including:

Used toiletry bags or personal care products.
Used drinkware.
Electronic accessories, including chargers, adapters and power banks, once opened or used where they cannot reasonably be resold.
Gift cards.
Other products specifically identified as non-returnable for change of mind before purchase.

These exclusions apply to change-of-mind returns only.

They do not affect your rights under the Australian Consumer Law if an item is faulty, unsafe, not of acceptable quality, not as described or otherwise fails to meet an applicable consumer guarantee.

Sale, Clearance & Promotional Items

Sale, clearance and promotional items are eligible for our 30-day change-of-mind return policy, provided they meet the same return eligibility requirements outlined above.

Items must be unused, in their original condition and returned with proof of purchase. Product-specific hygiene and safety exclusions may still apply.

Where a product was purchased as part of a bundle or promotional offer, we may require all products included in the offer to be returned together. If only part of an eligible bundle is returned, any refund may be adjusted to reflect the promotional pricing or discount originally applied.

Sale, clearance and promotional purchases are also protected by the Australian Consumer Law. If an item is faulty, unsafe, not of acceptable quality, not as described or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy regardless of whether the product was purchased at full price or on sale.

Nothing in this section limits your rights under the Australian Consumer Law.

Proof of Purchase

We may ask you to provide reasonable proof of purchase before processing a return, refund or other remedy.

This may include your Urban Roam Co order confirmation, order number, receipt or another reasonable form of evidence showing that the product was purchased from us.

Late or Missing Refunds

If we've confirmed that a refund has been processed but you haven't received it, please allow for your bank or payment provider's processing time.

If more than 10 business days have passed since we confirmed your refund was processed, contact us at hello@urbanroamco.com and we'll help investigate.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.

For more information about consumer guarantees and your rights, visit the Australian Competition and Consumer Commission (ACCC) website.