Cart is empty Complaint Policy
Items for sale are new and defect-free products. In case of defects, we are fully responsible for them. The customer may file a complaint in one of the following ways:
- in writing to the address: URBN TIDES LTD, 21, Rennets Wood Rd, Eltham, London, Greater London, SE9 2NF, UNITED KINGDOM;
- by telephone at: +4407935320074;
- by e-mail to: contact@urbnsleep.co.uk;
- via the contact form available on the website of the Online Store in the Contact tab.
It is recommended that the Customer provide the following information in the description of the complaint – this will facilitate and speed up the processing of the complaint by the Seller:
- (1) information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of non-conformity/defect;
- (2) a request for a method of bringing the Product into conformity with the Sales Agreement or a statement of price reduction or withdrawal from the Sales Agreement; and
- (3) contact details of the complainant. The requirements given above are in the form of a recommendation only and do not affect the effectiveness of complaints submitted with the omission of the recommended description of the complaint.
In a situation where the Seller has to process the Customer’s complaint or fulfill the Customer’s rights arising from the Product’s non-compliance with the Sales Agreement or warranty, it may be necessary to deliver the Product to the Seller. In this case, the Customer will be asked by the Seller to deliver the Product free of charge to the address: URBN TIDES LTD, 21, Rennets Wood Rd, Eltham, London, Greater London, SE9 2NF, UNITED KINGDOM. However, if due to the nature of the non-conformity/defect, the type of the Product or the manner of its installation, delivery of the Product by the Customer would be impossible or excessively difficult, the Customer should make the Product available to the Seller at the place where it is located. Such a request to deliver the Product does not affect the time limit for the Seller to consider the complaint, nor does it affect the Customer’s right to request disassembly of the defective Product and reassembly of the Product after replacement with a defect-free Product or removal of the defect, as referred to in the Consumer Rights Act 2015.
The Seller shall respond to the Customer’s complaint immediately, no later than within 14 calendar days from the date
of its submission. Failure of the Seller to respond within the aforementioned period means that the Seller has
recognized the complaint as justified. Detailed information on the possibility for the Customer who is a consumer to
use out-of-court procedures for handling complaints and pursuing claims, as well as rules of access to these
procedures, are available at the offices and websites of Citizens Advice, Trading Standards, and the Competition and
Markets Authority (CMA)
and at the following web addresses:
href=”https://www.citizensadvice.org.uk/consumer/”>https://www.citizensadvice.org.uk/consumer/;
href=”https://www.gov.uk/government/organisations/competition-and-markets-authority”>https://www.gov.uk/government/organisations/competition-and-markets-authority
and
href=”https://www.tradingstandards.uk/”>https://www.tradingstandards.uk/
The customer, as a consumer, has the opportunity to use out-of-court methods of handling complaints and pursuing claims. They may apply to an Alternative Dispute Resolution (ADR) provider, as referenced in the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. The Customer may also make use of the Online Dispute Resolution (ODR) platform provided by the European Commission at https://ec.europa.eu/consumers/odr/ which remains applicable for UK consumers with cross-border disputes in the EU. Customers can also seek free advice from Citizens Advice, which provides consumer support via their website, local bureaux, or through their consumer helpline at 0808 223 1133.