Refund Policy | The Urban Architect

Last updated: 16 May 2026

This Refund Policy explains how to return a product and request a refund. It applies to all purchases made through our online shop. It supplements our Terms of Service.

1. Your right of withdrawal

If you are a Consumer in the EU, you have the right to withdraw from your purchase within 30 days without giving any reason, in accordance with EU consumer protection law.

The withdrawal period expires 30 days after the day on which you (or a third party indicated by you, other than the carrier) receives the goods.

2. How to exercise your right of withdrawal

To start a return, contact us at info@theurbanarchitect.com within the 30-day withdrawal period with the following information:

Your order number
Your name and address
The item(s) you wish to return
The reason for return (optional, but helpful for us)

Once we receive your request, we will provide you with the return address and any further instructions.

You may also use the model withdrawal form at the bottom of this page, but this is not mandatory. A clear email is sufficient.

3. Return conditions

To be eligible for a refund, returned items must be:

Sent back within 30 days of notifying us of your withdrawal
In their original packaging, including all protective materials
Undamaged and in the same condition as received
Complete with all components (buildings, base, frame, accessories)

We recommend using a tracked shipping method and adequately insuring the package, as you are responsible for the goods until we receive them.

4. Return shipping costs

The Client bears the direct cost of returning the goods. We do not provide free return labels.

5. Inspection and refund

Once we receive the returned item, we will inspect it to confirm it meets the return conditions above. After successful inspection, we will refund the purchase price, including standard delivery costs, using the same payment method you used for the original transaction.

The refund will be processed within 30 days of receiving the returned goods, in line with EU consumer protection law.

If the returned item shows signs of use, handling beyond what is necessary to assess the product, or damage that reduces its resale value, we may reduce the refund amount accordingly. We will inform you of any such deduction before processing the refund.

6. Exceptions

The right of withdrawal does not apply to:

Custom or bespoke orders, including custom cities, custom buildings, custom installations, and corporate commissions. These are produced specifically for the Client and cannot be returned.
Goods that have been used, modified, or assembled beyond what is necessary to assess them.
Consumers who are not residents of an EU member state at the time of conclusion of the contract and whose exclusive domicile and delivery address are outside the EU at that time.

7. Damaged or defective goods

If your order arrives damaged or has a manufacturing defect, this is treated separately from the right of withdrawal and is covered by our warranty.

Your order number
A description of the issue
Photos of the damaged or defective item, including the packaging if relevant

We will review the case and arrange a repair, replacement, or refund at our discretion, in line with applicable consumer law. For warranty claims, we cover the return shipping costs.

8. Contact

Questions about this policy or a specific return? Email info@theurbanarchitect.com. We respond within 2 working days.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract)

To: The Urban Architect Email: info@theurbanarchitect.com

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Description of the goods: ___________________________ Order number: ___________________________ Date of order: ___________________________ Date of receipt: ___________________________ Name of consumer(s): ___________________________ Address of consumer(s): ___________________________ Signature (only if this form is notified on paper): ___________________________ Date: ___________________________

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