Terms of service

Terms of Service

Last updated: 22 August 2026

Welcome to Urban Roo.

These Terms of Service ("Terms") govern your access to and use of the Urban Roo website, online store, products and related services.

Throughout these Terms, the terms "Urban Roo", "we", "us" and "our" refer to Urban Roo, Brisbane, QLD, Australia.

The terms "you" and "your" refer to any person accessing our website or purchasing products from us.

By accessing our website, placing an order or otherwise using our services, you agree to these Terms.

If you do not agree with these Terms, you should not use our website or purchase products through our online store.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.

1. About Urban Roo

Urban Roo is an Australian fashion accessories brand offering thoughtfully designed bags, accessories and related products.

Our products may be individually produced or made to order using our designs, materials, patterns, artwork and branding.

Our online store is operated from:

Brisbane, QLD, Australia

Customer support:

support@urbanroo.com.au

2. Online Store Terms

By purchasing from Urban Roo, you confirm that you have the legal capacity to enter into a purchase agreement or, where required, have permission from a parent or legal guardian.

You must not use our website or products for any unlawful or unauthorised purpose.

You must not:

  • Attempt to interfere with the security or operation of our website;

  • Introduce malicious code, viruses or other harmful material;

  • Attempt to gain unauthorised access to our systems;

  • Use automated systems to scrape or extract our website content without permission;

  • Commit fraud or make fraudulent payment attempts;

  • Impersonate another person;

  • Use our intellectual property without permission; or

  • Use our services in violation of any applicable law.

We may restrict or terminate access to our website where we reasonably believe these Terms have been seriously violated.

3. Products

We make reasonable efforts to present our products accurately, including their:

  • Colours;

  • Materials;

  • Dimensions;

  • Features;

  • Patterns;

  • Designs; and

  • Overall appearance.

However, colours displayed on your device may vary depending on your monitor, phone, brightness settings and other display characteristics.

Many Urban Roo products are individually manufactured or made to order. Minor variations may therefore occur between individual products.

Such minor manufacturing variations do not necessarily constitute a defect.

Nothing in this section limits your rights where a product is faulty, unsafe, materially different from its description or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

4. Product Availability

All products are subject to availability.

We may:

  • Introduce new products;

  • Discontinue products;

  • Change available colours or variations;

  • Change materials where clearly disclosed;

  • Limit quantities available for purchase; or

  • Temporarily remove products from sale.

We reserve the right to limit the quantity of products purchased in a single transaction where reasonably necessary, including to prevent fraud, misuse or unauthorised commercial resale.

5. Made-to-Order Products

Some Urban Roo products are produced specifically after an order has been placed.

Once production begins, we may not be able to change or cancel the order for change-of-mind reasons.

Please carefully review your:

  • Product selection;

  • Colour;

  • Size;

  • Quantity;

  • Shipping details; and

  • Other selected options

before completing your purchase.

Our restrictions regarding change-of-mind cancellations do not affect any rights you have under Australian Consumer Law.

6. Orders

Submitting an order does not necessarily mean that we have accepted the order.

After placing an order, you may receive an automated order confirmation.

We reserve the right to reject or cancel an order where reasonably necessary, including where:

  • A product is unavailable;

  • There has been an obvious pricing or listing error;

  • Payment cannot be authorised;

  • We reasonably suspect fraudulent activity;

  • Incorrect information has been supplied;

  • The order breaches purchase restrictions;

  • We are unable to manufacture or fulfil the product; or

  • Circumstances outside our reasonable control prevent fulfilment.

If we cancel an order after payment has been received and no product has been supplied, we will refund the amount paid for the cancelled product.

7. Order Information

You are responsible for ensuring that information supplied when ordering is accurate and complete.

This includes your:

  • Name;

  • Email address;

  • Shipping address;

  • Billing information; and

  • Contact details.

Please contact us as soon as possible at support@urbanroo.com.au if you discover an error.

Because made-to-order products may enter production quickly, we cannot guarantee that an order can be modified once production has commenced.

8. Prices

Unless otherwise stated, prices displayed on the Australian Urban Roo store are shown in Australian Dollars (AUD).

Applicable taxes will be displayed or included as required by law.

Prices may change from time to time.

A price change does not affect an order that has already been accepted and paid for, except where there has been an obvious pricing error and applicable law permits us to correct or cancel the transaction.

9. Pricing Errors

We make reasonable efforts to ensure that pricing information is accurate.

Occasionally, a product may be listed with an incorrect price due to a technical, administrative or other genuine error.

Where an obvious pricing error occurs, we may contact you before fulfilling the order and give you the opportunity to proceed at the correct price or cancel the affected product.

Where required by law, we will provide an appropriate refund.

10. Payment

Payment must be made using one of the payment methods available during checkout.

Payment options may be provided by third-party payment processors.

By providing payment information, you confirm that:

  • You are authorised to use the payment method;

  • The information provided is accurate; and

  • You authorise the applicable amount to be charged.

Urban Roo does not guarantee that every payment method will remain available permanently.

Third-party payment providers may have their own terms, privacy policies and security procedures.

11. Fraud Prevention

We may use reasonable fraud-prevention and payment-verification measures to protect Urban Roo and our customers.

Where a transaction is identified as potentially fraudulent, we may request additional information before processing the order.

We may cancel an order where we reasonably believe it involves fraud, an unauthorised payment method or other unlawful activity.

12. Promotions and Discount Codes

From time to time, Urban Roo may offer:

  • Discount codes;

  • Promotional offers;

  • Collection launches;

  • Limited-time offers;

  • Complimentary shipping offers; or

  • Other promotions.

Additional conditions may apply to individual promotions.

Unless otherwise stated:

  • Promotional codes cannot be exchanged for cash;

  • Only one promotional code may be used per order;

  • Promotions cannot usually be applied retrospectively;

  • Promotions may have an expiry date; and

  • Promotions may exclude particular products or collections.

We may withdraw or correct a promotion where there has been an obvious error, technical malfunction, fraud or misuse.

13. Shipping and Delivery

We deliver orders to locations shown as available during checkout.

Shipping prices, where applicable, will be displayed during checkout.

Estimated production and delivery times are estimates rather than guaranteed delivery dates unless expressly stated otherwise.

Delivery times may be affected by circumstances outside our reasonable control, including:

  • Courier delays;

  • Customs processing;

  • Weather;

  • Public holidays;

  • Peak shopping periods;

  • Production delays;

  • International transport disruption; or

  • Incorrect delivery information supplied by the customer.

We will take reasonable steps to address significant delays brought to our attention.

Nothing in this section affects rights you may have where goods are not supplied within a reasonable period as required by applicable law.

14. Delivery Addresses

You are responsible for providing a complete and accurate delivery address.

Urban Roo is not responsible for additional costs caused solely by incorrect delivery information supplied by you, except where we have contributed to the error.

If an order is returned because of an incorrect address, failure to collect the parcel or another delivery issue attributable to the recipient, additional shipping charges may apply before the order is dispatched again.

15. International Orders

Urban Roo may offer international shipping to selected destinations.

International customers may be responsible for customs duties, import taxes, processing charges or other government fees imposed by their country.

These charges are generally not controlled by Urban Roo and are not included in the purchase price unless expressly stated during checkout.

International customers remain entitled to any mandatory consumer protections that apply to their transaction and cannot lawfully be excluded.

16. Returns, Refunds and Exchanges

Returns, refunds, exchanges and cancellations are governed by our Return & Refund Policy, which forms part of these Terms.

Because many Urban Roo products are made to order, we generally do not provide returns or refunds solely for change of mind.

However, this does not limit your rights under Australian Consumer Law.

If a product is faulty, damaged, unsafe, materially different from its description or otherwise fails to satisfy an applicable consumer guarantee, you may be entitled to a remedy under Australian Consumer Law.

Please contact:

support@urbanroo.com.au

if you experience a problem with your order.

17. Australian Consumer Law

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, if a product fails to meet a consumer guarantee, you may be entitled to a remedy such as:

  • Repair;

  • Replacement;

  • Refund; or

  • Compensation for reasonably foreseeable loss or damage,

as provided by applicable law.

Nothing contained in these Terms or any other Urban Roo policy is intended to remove or reduce these statutory rights.

18. Intellectual Property

Unless otherwise stated, all intellectual property associated with Urban Roo is owned by, licensed to or used with permission by Urban Roo.

This includes, without limitation:

  • The Urban Roo name;

  • Logos;

  • Product names;

  • Collection names;

  • Original patterns;

  • Prints;

  • Artwork;

  • Graphics;

  • Bag and accessory designs;

  • Product photography;

  • Illustrations;

  • Website designs;

  • Written content;

  • Marketing materials;

  • Videos; and

  • Other creative materials.

These materials may be protected by copyright, trade mark and other intellectual property laws.

19. Limited Personal Use

You may access and use our website for personal, non-commercial shopping purposes.

Without our prior written permission, you must not:

  • Copy our product designs;

  • Reproduce our patterns or artwork;

  • Manufacture products using our artwork;

  • Republish substantial portions of our website;

  • Sell or licence our content;

  • Remove copyright or trade mark notices;

  • Present Urban Roo content as your own;

  • Use our branding in a way that suggests an unauthorised partnership; or

  • Commercially exploit our intellectual property.

Purchasing an Urban Roo product does not transfer ownership of the intellectual property embodied in its design, artwork, branding or pattern.

20. Urban Roo Branding

The Urban Roo name, branding and associated brand elements must not be used in connection with another product, business or service in a way that could reasonably cause confusion about sponsorship, endorsement or affiliation.

Nothing in these Terms grants you a licence to commercially use the Urban Roo brand unless we expressly agree otherwise in writing.

21. Customer Content

If you voluntarily submit photographs, reviews, comments, testimonials or other content to Urban Roo, you confirm that:

  • You have the right to submit that content;

  • The content does not knowingly violate another person's rights; and

  • The content is not unlawful, fraudulent, threatening or malicious.

Submitting a product review does not automatically grant Urban Roo unlimited commercial ownership of your content.

If we wish to use identifiable customer-created content in advertising or promotional campaigns beyond ordinary review-display purposes, we may seek permission where appropriate.

22. Reviews

We welcome genuine customer feedback.

You must not knowingly submit:

  • False reviews;

  • Reviews impersonating another person;

  • Fraudulent testimonials;

  • Malicious content unrelated to a genuine customer experience; or

  • Content that infringes another person's rights.

We may moderate or remove content where reasonably necessary for legal, security or platform-integrity reasons.

We will not knowingly manipulate customer reviews in a manner that creates a false or misleading impression of customer sentiment.

23. Third-Party Services

Certain parts of our website or purchasing process may rely on third-party providers, including services relating to:

  • Ecommerce infrastructure;

  • Payment processing;

  • Manufacturing;

  • Order fulfilment;

  • Shipping;

  • Analytics;

  • Email communications; and

  • Other technology services.

Our store may be hosted using Shopify and related ecommerce technology.

Third-party providers may process information according to their own applicable terms and privacy policies.

Nothing in this section removes any responsibility Urban Roo has to you under applicable consumer law.

24. Third-Party Links

Our website may contain links to websites operated by third parties.

Links are provided for convenience and do not necessarily represent endorsement of the third party or its products and services.

We are not responsible for the content, availability or privacy practices of independently operated third-party websites.

You should review the relevant terms and privacy policies before using third-party services.

25. Website Availability

We aim to keep the Urban Roo website accessible and functioning properly.

However, we do not guarantee uninterrupted availability.

We may temporarily restrict access for reasons including:

  • Maintenance;

  • Security updates;

  • Technical failures;

  • Platform upgrades;

  • Hosting problems; or

  • Circumstances outside our reasonable control.

Where reasonably possible, we will work to restore services promptly.

26. Website Information

We make reasonable efforts to ensure that information on our website is current and accurate.

Occasional typographical, technical or administrative errors may occur.

We may correct errors or update information where reasonably necessary.

This may include information relating to:

  • Product descriptions;

  • Prices;

  • Promotions;

  • Shipping information;

  • Product availability; or

  • Images.

Nothing in this section permits Urban Roo to make false or misleading representations or removes any rights available to consumers under applicable law.

27. Prohibited Conduct

You must not knowingly use our website to:

  • Commit unlawful activity;

  • Infringe intellectual property rights;

  • Harass or threaten another person;

  • Transmit malware;

  • Attempt to bypass website security;

  • Conduct fraudulent transactions;

  • Collect personal information unlawfully;

  • Perform unauthorised automated scraping;

  • Interfere with website infrastructure; or

  • Misrepresent your identity.

We may take reasonable measures to protect the website and our customers against prohibited conduct.

28. Security

While we use reasonable measures and reputable service providers to protect our systems, no internet-based service can guarantee absolute security.

You are responsible for maintaining the security of your own:

  • Devices;

  • Passwords;

  • Email accounts; and

  • Payment credentials.

Please contact us promptly if you believe an Urban Roo customer account or transaction has been accessed without authorisation.

29. Privacy

Our collection, handling and use of personal information is governed by our Privacy Policy.

By using our services, you acknowledge that certain personal information must be processed in order to:

  • Complete transactions;

  • Produce orders;

  • Deliver products;

  • Provide customer support;

  • Prevent fraud; and

  • Operate our online store.

Please refer to the Urban Roo Privacy Policy for further information.

30. Limitation of Liability

Nothing in these Terms excludes, restricts or modifies any right, guarantee, remedy or liability that cannot lawfully be excluded or limited, including rights under Australian Consumer Law.

To the maximum extent permitted by applicable law, Urban Roo will not be liable for loss arising solely from:

  • Your misuse of our website or products;

  • Your failure to follow reasonable product care instructions;

  • Unauthorised access resulting from your failure to secure your account credentials;

  • Information you knowingly provide incorrectly; or

  • Events outside our reasonable control,

except where applicable law provides otherwise.

Any limitation in these Terms applies only to the extent legally permitted.

31. Indemnity

To the extent permitted by law, you are responsible for loss or damage directly resulting from your unlawful use of our website or your material breach of these Terms.

Nothing in this section requires you to indemnify Urban Roo for loss caused by our own negligence, wrongful conduct or breach of law.

32. Events Outside Our Reasonable Control

Urban Roo will not be considered in breach of these Terms solely because of a delay caused by circumstances genuinely outside our reasonable control.

Such circumstances may include severe weather, natural disasters, transportation disruption, government restrictions, industrial disruption, widespread telecommunications failures or significant supply-chain interruptions.

We will take reasonable steps to minimise the effect of such circumstances.

Your statutory consumer rights continue to apply.

33. Changes to These Terms

We may update these Terms from time to time to reflect changes to:

  • Our services;

  • Our website;

  • Our business operations;

  • Applicable laws;

  • Payment methods;

  • Fulfilment arrangements; or

  • Other legitimate business requirements.

The latest version will be published on our website with the updated revision date.

Changes will generally apply prospectively and will not retrospectively remove rights relating to an order already placed.

34. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be interpreted or removed to the minimum extent necessary.

The remaining provisions will continue to operate where legally possible.

35. No Waiver

If Urban Roo does not immediately enforce a provision of these Terms, this does not necessarily mean we have waived our right to enforce it later.

36. Entire Agreement

These Terms, together with applicable Urban Roo policies displayed on our website, including our:

  • Privacy Policy;

  • Return & Refund Policy;

  • Shipping Policy; and

  • Any specific promotional terms,

form the agreement governing your use of our online store and purchases from Urban Roo.

Nothing in these Terms excludes representations or rights that cannot lawfully be excluded.

37. Governing Law

These Terms are governed by the laws applicable in Queensland, Australia, together with applicable Commonwealth laws, including Australian Consumer Law.

Subject to any mandatory rights available to you under applicable law, disputes relating to these Terms are subject to the non-exclusive jurisdiction of the courts and tribunals having jurisdiction in Queensland, Australia.

38. Resolving Concerns

If you have a concern relating to an Urban Roo purchase, we encourage you to contact us first so we have an opportunity to investigate and resolve the matter.

Please provide your order number and relevant details where applicable.

Contact:

support@urbanroo.com.au

We will aim to deal with customer concerns fairly and in accordance with applicable consumer protection laws.

39. Contact Information

Questions regarding these Terms of Service can be sent to:

Urban Roo
Brisbane, QLD, Australia
Email: support@urbanroo.com.au

By using the Urban Roo website or completing a purchase, you acknowledge that you have had an opportunity to review these Terms of Service.