Refund policy

At UrbanErgo, we aim to ensure our customers are fully satisfied with their purchases. In the unlikely event that you are not pleased with your order, please read through our refund and return policy below.

These terms apply to any products purchased from us.

Interpretation and Definitions

Interpretation

Words with capitalised initials carry meanings as defined below. These definitions apply whether singular or plural.

Definitions

  • Company (referred to as “the Company”, “We”, “Us”, or “Our”) refers to CRW Enterprises Limited, Mansion House, Manchester Road, Altrincham, Cheshire WA14 4RW.
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by You to purchase Goods from Us.
  • Service refers to the Website.
  • Website refers to UrbanErgo, accessible at www.urbanergo.co.uk
  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service.

Your Order Cancellation Rights

You are entitled to cancel your order within 14 days without giving any reason.

The cancellation period expires 14 days from the day you receive the Goods, or when a third party (other than the carrier) takes possession of the delivered product.

To exercise your right of cancellation, please contact us via:
  • Email: urbanergo@crwenterprises.co.uk
  • Website: www.urbanergo.co.uk/pages/contact
We will reimburse you no later than 14 days from the date we receive the returned Goods. Refunds will be issued to your original payment method and you will not incur any fees.

Refunds typically take 3-5 business days, though may take up to 2 weeks in some cases.

If you paid using Klarna, Clearpay, or PayPal, please allow up to 2 weeks for us to process your return. Your third-party provider will then issue a refund to your bank account, which may take up to 10 business days.

Conditions for Returns

To be eligible for a return:
  • The Goods were purchased within the last 14 days
  • The Goods are in original packaging
  • The Goods are unused and undamaged
Non-returnable items include:
  • Goods made to your specifications or personalised
  • Perishable or time-sensitive items
  • Unsealed goods not suitable for return for health or hygiene reasons
  • Goods that are inseparably mixed with other items after delivery
We reserve the right to decline returns that do not meet these conditions.

Returning Goods

If the Goods are damaged or faulty, we’ll arrange collection at no cost. Otherwise, you are responsible for return shipping costs.

Please contact us before returning items:
  • Email: urbanergo@crwenterprises.co.uk
  • Website: www.urbanergo.co.uk/pages/contact
We’ll provide a return address and guidance.

We recommend using a trackable, insured service. We cannot issue refunds without proof of receipt or delivery.

Exchanges

We only replace items if they are defective or damaged. If you wish to exchange an item, the same return conditions apply.

Once we’ve received and inspected the original item, we’ll ship the replacement. If there’s a price difference, we’ll adjust accordingly.

Gifts

If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of the return. Once we receive the item, we’ll send a gift certificate.

If the item wasn’t marked as a gift, or the sender had it shipped to themselves first, we’ll refund the original purchaser.

Report Damage or Defect

If your item arrives damaged or faulty, please notify us within 30 days of delivery.

We may ask for photos of the issue and/or a return of the item. In some cases, we may refer you directly to the manufacturer for resolution. If needed, we’ll step in if the issue isn’t resolved within 2 business days.

Extended Warranty Coverage

The UrbanErgo Quiet Standing Desk and Compact Standing Desk are covered by a 10-year manufacturer warranty provided by Lavoro Design Ltd. This warranty covers defects in materials and workmanship for the frame, motors, electronics, and desktop surfaces.

For issues arising after 30 days from delivery, please contact us to initiate a warranty claim. We'll work with Lavoro Design on your behalf to arrange repair or replacement.

View full warranty terms.

Contact Us

If you can’t find the answer to your question, feel free to get in touch:
  • Website: www.urbanergo.co.uk
  • Company Name: CRW Enterprises Limited
  • Company Number: 13630478
  • Address: Mansion House, Manchester Road, Altrincham, Cheshire WA14 4RW
  • Email: urbanergo@crwenterprises.co.uk
Customer Service Hours:
Monday - Friday: 9.00 am - 5.00 pm
Saturday - Sunday: Closed

We aim to respond within 24 hours.

Please note: Our office address is for mailing only. Do not send returns to this address - we’ll provide a return address upon approval.