Returns
WHAT IS OUR RETURNS POLICY?
Returns and Refunds
Please note we do not offer framing services and any viewing frames on our page are exclusively for visualisation purposes - returns will not apply.
Our guarantee is active for 14 days post delivery inclusive.
For returns, please email contact@theurbannarrative.com with the subject 'Returns' and include your order number, name, and the reason for the return.
All returns to be sent to:
The Urban Narrative
Parcel Locker 10314 13096
Shop 8b 803 Stanley Street, Woolloongabba, QLD, Australia 4102
Refund
The customer will receive a confirmation email about the refund status once the returned item has been received and inspected. Once the refund has been approved, it will be processed, and a refund will automatically be applied to the customer's original payment method within 5 business days.
- Products must be returned within 14 days of receiving your order.
- Please note that in order to receive a full refund, all items must be returned to us in the same condition in which you received, with their original packaging. If an item is returned to us damaged, we won't be able to give you a refund. All items are inspected on return.
- Return shipping costs are not covered by TheUrbanNarrative™ for change of mind refund items.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt, invoice, or proof of purchase.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and rectify this for you. Our paintings are sealed and packaged with great care. While they are resistant to most environmental conditions, we advise that customers do not leave the paintings outdoors or in direct sunlight once hung, or rolled for an extended period of time once received. Warm or humid climates can lead to condensation buildup and potential damage to the paint surface if tightly rolled. We do not accept responsibility for damage resulting from improper storage or sun exposure.
Each painting is crafted with care, and while it’s rare, if your artwork arrives damaged we ensure that this is resolved. Simply reach out within 48 hours of delivery, and we’ll arrange a hassle-free return or replacement.
Damage requests made beyond our 48-hour inspection window fall outside our return and refund policy.
Exceptions / Non-returnable items
Certain types of items cannot be returned, such as custom orders or personalized items.
Please note all our paintings are unique and hand painted. As they are not prints, colors and strokes may naturally may appear with slight differences in person than they appear online. Photography, screen settings, and the unique lighting in each space (natural vs. warm or cool indoor light) can all affect how tones and textures are perceived. Our artists take pride and maximum care in each of their paintings and refunds will not be available for slight variations.
*Disclaimer: Returns and refunds are not applicable for orders for which the VAT/DUTY charges are not paid.
When will I get my refund?
Refunds will be actioned within 5 business days from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed - this is subject to your bank.
We only offer refunds onto the original payment method provided to make the order.
Gift Cards
Use of our gift cards can be redeemed only at TheUrbanNarrative.com. Please treat this card like cash, this card cannot be exchanged for cash, check, or credit.
Unfortunately, we cannot accept returns for gift cards, however they may be reissued to another recipient at your request at no extra charge.
At The Urban Narrative we understand that sometimes things can get lost or misplaced. That's why we offer a gift card replacement guarantee to ensure that your recipient can always enjoy their gift. If your gift card is lost or stolen, simply contact us with evidence of purchase and we will recover the remaining value and issue a new gift card code to you at no additional cost.