Return & Refund Policy

Last updated: 22 July 2026

At URCOLE we want you to be completely happy with your purchase. This Return & Refund Policy explains how to return items and how refunds work. It applies alongside your statutory rights as a consumer, which it does not affect.

30-Day Returns

You may return most items within 30 days of receiving your order for a refund, provided they are unused, in their original condition, and in their original packaging with any tags and accessories included.

Your 14-Day Cancellation Right

If you are a consumer in the UK, under the Consumer Contracts Regulations 2013 you have the right to cancel your order for any reason within 14 days of receiving your goods. To exercise this right, simply get in touch through our Contact page within that period. You then have a further 14 days to return the goods to us. Our 30-day return window above is offered in addition to, and does not limit, this statutory right.

How to Start a Return

To begin a return, submit your order number and the item(s) you wish to return through our Contact page. We will reply with return instructions and the return address. Please do not send items back before contacting us.

Return Shipping Costs

Unless your item is faulty, damaged, or incorrect, you are responsible for the cost of returning it to us. We recommend using a tracked service, as we cannot be responsible for items lost in transit on their way back to us. If your item is faulty, damaged, or not what you ordered, we will cover the return cost.

Items We Cannot Accept

For hygiene and safety reasons, we are unable to accept returns of certain items unless they are faulty, including:

Worn or washed clothing, and items where hygiene seals have been removed;
Opened personal-care, recovery, or hygiene products;
Nutrition, supplement, and consumable products once opened;
Gift cards.

This does not affect your right to return faulty goods.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 14 days of us receiving the goods (or, for cancellations, within 14 days of receiving the goods back). Refunds cover the price of the item; original delivery charges are refunded where you exercise your statutory cancellation right, in line with the law.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please get in touch through our Contact page within a reasonable time, including your order number and photos where possible. You are entitled to a repair, replacement, or refund in accordance with the Consumer Rights Act 2015, and we will cover any return shipping costs for such items.

Exchanges

If you would like a different item, the fastest way is to return your original item for a refund and place a new order.

Late or Missing Refunds

If you have not received a refund you were expecting, please first check with your bank or card provider, as processing times can vary. If you still have not received it, get in touch through our Contact page and we will help.