Refund policy

Return & Refund Policy

Last updated: 22 August 2026

At Urban Roo, every piece is created with care and attention to detail. Many of our bags and accessories are made to order, helping us maintain the quality and considered approach expected from the Urban Roo collection.

We want you to feel confident when purchasing from us. This Return & Refund Policy explains what to do if there is an issue with your order.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

Nothing in this policy is intended to limit or exclude any rights or remedies you may have under the Australian Consumer Law or other applicable consumer protection legislation.

Where a product has a major failure, you may be entitled to choose a refund or replacement. For minor problems, we may provide an appropriate remedy in accordance with Australian Consumer Law.

Change of Mind

As many Urban Roo pieces are individually made to order, we generally do not accept returns, refunds or exchanges for change of mind, including where:

You no longer want the item;
You selected the wrong colour, size, style or variation;
You found a similar product at a lower price elsewhere;
The item does not suit your personal preference; or
You ordered the incorrect product or quantity.

Please carefully review the product description, dimensions, colour, materials and other available information before placing your order.

This does not affect any rights you may have under Australian Consumer Law.

Damaged, Faulty or Incorrect Items

If your Urban Roo piece arrives damaged, defective, faulty or different from what you ordered, please contact us as soon as possible.

We recommend contacting us within 14 days of delivery so we can investigate the issue promptly.

Email:

support@urbanroo.com.au

Please include:

Your full name;
Your order number;
A description of the issue;
Clear photographs of the item;
Photographs of the packaging where relevant; and
Any other information that may help us assess the issue.

Depending on the circumstances and your rights under Australian Consumer Law, we may offer a replacement, repair, refund or another appropriate remedy.

The 14-day notification request does not limit any rights or remedies you may have under Australian Consumer Law.

Manufacturing Variations

Some Urban Roo products are individually produced and finished. Minor variations between products may naturally occur as part of the manufacturing process.

Colours may also appear slightly different depending on your device, screen brightness and display settings.

Minor variations that do not affect the quality, functionality or overall character of the product will not normally be considered faults.

However, if the product you receive is materially different from its description or has a genuine manufacturing defect, please contact us so that we can assess the issue.

Order Changes & Cancellations

Because our products may enter production shortly after an order is placed, please contact us immediately if you need to change or cancel your order.

We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once production has commenced.

Once an item has entered production, change-of-mind cancellation may no longer be available.

This does not affect your rights under Australian Consumer Law.

Return Authorisation

Please do not return an item without contacting Urban Roo first.

If a return is required, our team will provide you with return instructions and the appropriate return address.

Unauthorised returns may delay the assessment of your claim.

Our business location is:

Urban Roo
Brisbane, QLD, Australia

The exact return location may vary depending on the product and fulfilment requirements and will be provided after your return has been approved.

Return Shipping

For approved change-of-mind returns, where we have specifically agreed to accept one, the customer may be responsible for return shipping costs.

Where a product is confirmed to have a fault or otherwise fails to meet the consumer guarantees under Australian Consumer Law, reasonable return costs will be handled or reimbursed where required by law.

Please retain your postage receipt until your return has been resolved.

Condition of Approved Returns

Where Urban Roo voluntarily approves a return that is not related to a fault or consumer guarantee claim, the item must generally be:

Unused;
Unworn;
Unaltered;
Free from marks, damage, fragrances or signs of use;
In its original condition; and
Returned with its original packaging, tags and accessories where applicable.

These requirements do not override your rights in relation to faulty products under Australian Consumer Law.

Refunds

Once an approved returned item has been received and assessed, we will notify you of the outcome.

Where a refund is approved, it will normally be issued to the original payment method used for the purchase.

The time required for the refund to appear in your account may vary depending on your bank, card issuer or payment provider.

Original delivery charges are generally not refundable for voluntary change-of-mind returns unless Urban Roo agrees otherwise.

Where Australian Consumer Law requires delivery or other reasonable costs to be refunded, those rights will apply.

Sale & Promotional Items

Sale, promotional and discounted products are generally subject to the same change-of-mind conditions outlined in this policy.

A discounted or sale price does not remove your rights under Australian Consumer Law if the product is faulty or otherwise fails to meet a consumer guarantee.

Refused or Unclaimed Deliveries

Customers are responsible for providing accurate shipping information and ensuring that their parcel can be received at the nominated delivery address.

If an order is returned to us because of:

An incorrect or incomplete address;
Failure to collect the parcel;
Refusal of delivery; or
Other circumstances outside Urban Roo's reasonable control,

additional delivery charges may apply if the order needs to be shipped again.

Refund eligibility in these circumstances will depend on the individual situation and whether the product was made to order.

International Orders

Customers purchasing from outside Australia may also have mandatory consumer rights under the laws applicable in their country or region.

Nothing in this policy is intended to exclude rights that cannot lawfully be excluded.

Any customs duties, import taxes or similar charges associated with a return are the customer's responsibility unless otherwise required by applicable law.