Terms & Conditions

DUE TO COVID-19 RESTRICTIONS THERE WILL BE A DELAY IN PROCESSING RETURNS. WE WILL PROCESS ANY RETURNS AS QUICKLY AS POSSIBLE BUT OUR NORMAL 14 TURNAROUND TIME WILL BE EXTENDED.

Website visitors are encouraged to print out and retain these Terms & Conditions, or download as a pdf document. Please note YOUR STATUTORY RIGHTS ARE NOT AFFECTED BY OUR TERMS AND CONDITIONS.

By purchasing from urbanchic.uk you are entering into a legally binding contract and the following terms and conditions apply. Customers are encouraged to read our terms and conditions prior to making a purchase.

  • Contact Information

    Address:
    4 Prospect Business Centre
    Prospect Road
    Cowes
    Isle of Wight
    PO31 7AD

    Please note: being a web based retailer we do not accept visitors to our office without prior arrangement.Technical & Aftersales Support: Please contact us via our contact form, we aim to respond to messages within 2 working days.

    (If you do not get a response within this time please telephone 44(0)792 662 1445 during office hours 9am to 5pm weekdays or leave a message.)

  • General

    We accept no liability (to the fullest extent allowed by law) for the accuracy of information contained on our website at https://urbanchic.uk or related advertisements, which may contain technical inaccuracies or typographical errors, this provision does not affect your statutory rights and remedies.

    The specification and colour of our products are subject to change without notice. This does not mean the product you receive will be different to that which you ordered rather the product you order today may change at some time in the future.

    All items are subject to availability. We will inform you as soon as possible if the product you have ordered is not available and we may offer an alternative product of equal or higher quality and value.

  • Credit & Debit Card Safety

    Our secure payment service provider uses the latest technology to protect your credit & debit card information and do not release it to any outside organization. Credit card details from our online transactions are not stored by us at any point and are encrypted, verified and destroyed.

  • Refusal to Serve

    We reserve the right to refuse to supply any order placed without giving a justification. Placing an order via our web site does not constitute a contract until goods are dispatched. We reserve the right to cancel any sale after charging and prior to the goods being dispatched, in which case a full refund of any amounts already charged will be made.

  • 5. Mistakes and Corrections

    Due to the complexity of our website, it is possible that products may be incorrectly listed that are no longer available, have had a specification change, or are no longer available at the listed price. It is also possible for an incorrect price to be entered during the ordering process. We reserve the right to refuse to serve in these instances.

  • Privacy Guarantee

    We will not make available to any third party your name, address, email address or personal information. If you have purchased from our store, subscribed to one of our newsletters and entered any of our competitions, or advised us of your email address we may occasionally update you on news and special opportunities via email.

  • Fourteen Day Money Back Guarantee / Your Right To Cancel

    All our products are sold with a 14 day money back guarantee

    Under the UK Consumer Contracts Regulations 2013, you have 14 days (after the day you receive your goods or the last of your goods) to cancel the contract for your order with us. All time periods quoted are extended to the next working day if they end on a Saturday, Sunday or Bank Holiday. In this case we will issue you with a full refund however you will need to return all goods you are requesting a refund for at your cost if you have already received them and they will need to be returned to us in a reasonable condition. Upgraded carriage services chosen by you when you placed your order e.g. by 9am instead of using our standard next working day delivery are non refundable however any basic rate paid will be refundable

    If you decide to cancel your order with urbanchic.uk we request that you inform us in writing, quoting your order number and this will be accepted in the form of an email to sales@urbanchic.uk or a written letter to:

    4 Prospect Business Centre
    Prospect Road
    Cowes
    Isle of Wight
    PO31 7AD

    Being a web based retailer we do not accept visitors to our office without prior arrangement.

    Please keep a copy of your written cancellation notice in case of dispute.
    All goods will be inspected on return. The goods are your responsibility until they reach our office. Please ensure you package your return to prevent any damage to the items or boxes. If you fail to take reasonable care of goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

    It is your statutory duty to take reasonable care of the goods therefore if the goods are returned in an unreasonable condition we may make a deduction from the reimbursement for loss in value of the goods supplied, if the loss is the result of unnecessary handling by you. You are given the same opportunity to test and examine the goods as you would have, had you actually seen the goods in a shop prior to purchase before you make a decision to cancel the contract.

    You are required to return the goods without undue delay and no later than 14 days from the day which you communicate your cancellation from this contract to us. If the deadline is met is you send back the goods before the 14 days has expired. (For details on returning goods please read the entire terms and conditions document)

    You are responsible for the shipping cost of returned goods.

    DUE TO COVID-19 RESTRICTIONS THERE WILL BE A DELAY IN PROCESSING RETURNS. WE WILL PROCESS ANY RETURNS AS QUICKLY AS POSSIBLE BUT OUR NORMAL 14 DAY TURNAROUND TIME WILL BE EXTENDED.

    No compensation payment or refund will be made for, but not limited to, disappointment, or time lost.

  • 6 Month Warranty

    Your goods are covered under a 6 month warranty. This means any manufacturing fault within this time frame is covered and will be repaired, replaced or refunded if this is not possible. When claiming under a warranty you are legally obliged to return the product or defective part to us for examination.

    Due to the nature of the products we sell and the environment they operate in, breakages can often occur therefore general wear and tear or any damage caused by misuse is not covered, this warranty covers you solely against manufacturing faults. If the product or parts are not covered by the warranty or your statutory rights a quote will be supplied for repair or replacement and the cost of returning the product or parts back to you (please see repair service section for details). All warranty claim decisions are final.

    All refunds are processed within 14 days – it is our aim to get your money refunded back to you as quickly as possible.
    No compensation payment or refund will be made for, but not limited to, disappointment, or time lost.

    An extended returns period may be arranged at certain times of the year or in exceptional circumstances however this is at our discretion and only if agreed to by us in writing prior to purchase..

    This does not effect your statutory rights

  • Returning Goods

    If you suspect a fault with your goods email us for support as nearly all problems can be resolved this way and we are happy to help.

    Returns are only accepted with a returns number which can be obtained by email sending purchase details to returns@urbanchic.uk. The returns number should be written above our address on the outside of the parcel containing your returns. Parcels that arrive without a returns number may be rejected.

    If the product or parts are not covered by the warranty a quote will be supplied for repair or replacement and the cost of returning the product or parts back to you. All warranty claim decisions are final. Product warranty does not cover collateral damage. Due to the nature and use of this product misuse, abuse incorrect charging and discharging and all other inappropriate use of this product is not covered under warranty.

    You can reasonably ask us to pay the cost of the return of your goods if a product is returned to us and is found to have a manufacturing fault as this cost is a direct consequential loss of a faulty product however you must mitigate your loss. This means you must keep the return costs as low as reasonably possible for example; sending a parcel on a special delivery next working day service and paying £18.00 would not be refunded when a cheaper and still suitable service such as a 2nd class royal mail parcel service with insurance was available at £8.00. In this example the £8.00 would be refundable only.

    Please keep your shipping receipt as proof of sending.

    Please be advised that when your return arrives it will join the queue in date order and therefore your return may not be inspected within the timeframe to report any damage in transit to the courier you use, we will accept no liability should we find your goods have been damaged in transit and you are too late to claim. You will need to ensure you take your own precautions to ensure you do not miss your deadline.

  • Pre Testing

    Please check your purchase before use. You should carry out checks and tests before using e.g. test all radio equipment including a range test. Should you fail to carry out any relevant checks and damage is incurred as a result we will not be held responsible. Our help pages and your manual will include information on what procedures to follow. If you require details on how to check your model before use please ask us do not proceed to use your model until you are clear on the pre checks needed.

    These models are NOT TOYS. If you have no experience with the model you have purchased you will need to read all the information on our site and in the product manual you should do some research on how to, for example, tune and set your engine and also how to check it before use. We will offer advice and help to newcomers as much as possible but are unable to accept returns for items that have been damaged by incorrect use, from customers who are unable to adjust their models or from customers who have not fully checked their models before use.

  • Age Restriction

    Please remember that the remote controlled models we sell are NOT TOYS, we recommend that the minimum age for all our models including electric scooters is 14 years old. We also advise that supervision be given to any child below age 18. It is the responsibility of the user to ensure the safety of people and property around them when using these vehicles.

  • Rechargeable Batteries

    Fire can be caused by but not limited to: Overcharging your battery, using the wrong charger or charger setting, unbalanced battery load, charger fouled by poor power supply, charging a damaged cell or pack, short circuit, crash damage, Over discharging, running too flat and/or too hot, discharging an unbalanced battery load, charging the battery whilst still in your rc model, charging in a car, charging from car battery or punctured battery. It is highly recommended you read up on safe use of your rechargeable battery before use and first charge.

    Charging tips:

    1. Always charge on a solid stable surface that will not catch fire easily. A good example would be concrete and a bad example would be an easy chair.
    2. Never over discharge your battery – be on the lookout for sudden power drops, if this happens switch off equipment, remove battery and recharge. If battery ‘puffs out’ disconnect and dispose of appropriately. ‘puffed out’ or swollen batteries should not be used
    3. In the case of radio controlled models remove the rechargeable battery before charging
    4. Use the correct charger
    5. Avoid overcharging, if necessary use a timer, and adhere to the manufacturers stated charge time
    6. Avoid leaving batteries unattended whilst charging

    Rechargeable batteries are expensive and can be dangerous so they need to be treated with care. Customers are encouraged to read up on the handling and charging of the particular battery they are using

  • Repair Service

    If your goods are returned under warranty but are found to be free from manufacturing fault then a quote will be supplied. If you decide you want us to do the repair for you we only charge a £15.00 per hour labour fee (most repairs can be done within an hour), up to £10 return postage fee (Mainland UK) or up to £15 return postage fee (Northern Ireland, Ireland, Scottish Islands and Channel Islands) and the cost of any parts used which is far less than the average model shop

  • Delivery

    We are not taking orders for locations outside of the UK at this time.
    Orders of £100 in value or more are subject to FREE shipping. Orders below £100 are subject to Royal Mail standard rate. Order value is assessed before any discounts including coupons are applied.
    We process orders Monday-Friday (except bank holidays)

    Where a parcel is refused OR the courier/postal services online tracking indicates that they have left a card and subsequently returned the parcel to us as the addressee has failed to either (1) arrange redelivery or (2) collect the parcel from the courier company’s depot, the order will be cancelled and refunded when the parcel is delivered back to the originating depot. In these circumstances, a deduction will be made from the refund for the courier company’s charge for both the outgoing parcel and it’s return to the originating depot.

    Parts Orders:

    Your order will be dispatched within 48hrs by Royal Mail.
    UK Orders – Low value orders will be sent on a First Class Service. First class mail usually takes 1-3 days after dispatch which can take up to 48hrs. Higher value orders will be sent by either courier or by Royal Mail special delivery which both require a signature on delivery. Once sent these are both next working day services.

    We endeavor to ship all items as fast as possible. Occasionally during peak times orders can take longer to ship – please accept our apology if this is the case. Additional fraud checks may need to be carried out and identities verified – this may cause delay to your order. We aim to carry out these checks as quickly and efficiently as possible. The time can be reduced by checking for emails from sales@urbanchic.uk and supplying a daytime contact number with your order.

  • Missing and Delayed Deliveries

    Courier: Please let us know if you do not receive delivery by the expected delivery date as failed deliveries have to be reported to the courier within 5 days of the goods being dispatched.

    In the unfortunate event your goods go missing then as soon as you inform us the courier will be contacted, once the courier confirms the goods are missing and it has been reported within the correct time frame a claim will be raised and the goods will then be resent to you.

    If goods are disputed as delivered, this is where the courier says they have delivered and have a signature from the addressee for receipt of them but you are stating you have not had them then the courier will not raise a claim until they are satisfied the goods have not been delivered after an investigation has been carried out. Part of this investigation is to interview the delivery driver, unfortunately in this very rare situation the goods cannot be resent until the courier raises a claim.

    Royal Mail: If you do not receive delivery by the expected delivery date please get in touch immediately so the order can be traced. In the unfortunate event your goods go missing Royal Mail will only raise a claim after 15 working days have elapsed from the date of dispatch. There is little we can do during this period except wait, as “lost” packages are often redelivered or returned to sender during this time. Once the 15 working day period has passed then if the goods are still undelivered your order will be resent.

    If goods are disputed as delivered, this is where Royal Mail say they have delivered and have a signature from the addressee for receipt of them but you are stating you have not had them then they will not raise a claim until they are satisfied the goods have not been delivered after an investigation has been carried out. Part of this investigation is to interview the Postman, unfortunately in this very rare situation the goods cannot be resent until the Royal Mail raises a claim.

  • Damaged or Incomplete Deliveries

    If your order is delivered damaged or incomplete please inform us immediately or within 2 days of receipt, so this can be logged and the damage reported to the courier. We have to report any damage to couriers within 3 days of receipt otherwise a claim cannot be raised. You are entitled to a reasonable opportunity to examine the goods and we would say that 2 days is a reasonable amount of time for customers to have checked their goods for damage or incompleteness.

    We do not accept minor marks, blemishes and damage on the packaging you receive due to shipping and handling as a fault, but we will, where possible, attempt to replace the damaged packaging. This remains at our discretion.

    Customers are encouraged to sign for deliveries and add UNCHECKED to the sinature line if they are not able to check the order for damage or completeness there and then. This is not an essential requirement. If you do sign without stating unchecked and then find damage on inspection of the goods we can still make a claim with the courier if you let us know within 2 days as stated above. The claims process is made easier, our end, if delivery of orders is signed for unchecked where applicable.

  • Free Gifts

    From time to time urbanchic.uk offer free gifts dependant on the purchase of a particular product. In the event the particular product is returned for a refund the free gift must accompany the product or a refund cannot be given. Likewise the free gift cannot be returned for refund of value only as part of the original product purchase.

  • Complaints

    If you would like to complain about a member of staff or a service that has failed to meet expectation please email customer.services@urbanchic.uk or alternatively write to us at;

    4 Prospect Business Centre
    Prospect Road
    Cowes
    Isle of Wight
    PO31 7AD

  • WEEE Regulations:

    The Waste Electrical and Electronic Equipment (WEEE) Directive is now law in the UK. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment such as internet retailers must allow consumers to return their waste equipment free of charge.

    urbanchic.uk are obliged under these regulations to offer customers a free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.
    For example, if a customer purchases a new electric scooter from us we would accept their old electric scooter and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 21 days of purchasing their new item.

    The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

    Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.

    Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

    The WEEE Regulations stipulate all new electrical goods should be marked with the crossed-out wheeled bin symbol shown below:

    Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

    You can find your local waste portable battery recycling facility at www.recyclenow.co.uk