Return & Refund Policy

Returns Made Simple

At Urban Caveman, we want you to be completely satisfied with your purchase. If you change your mind, you may return eligible items within 30 days of delivery, subject to the conditions outlined below.

Please read this policy carefully before requesting a return.

Change of Mind Returns

We accept change-of-mind returns provided that:

  • The return request is made within 30 days of receiving your order.
  • The item is unused, uninstalled, and in its original condition.
  • The product is returned in its original packaging, including all accessories, manuals, hardware, and components.
  • The item shows no signs of use, damage, modification, or installation.
  • Proof of purchase is provided.

Urban Caveman reserves the right to refuse a return or apply a reduction in refund value if the returned item is not received in a resalable condition.

Return Shipping Costs

Unless the item is faulty, damaged, or supplied incorrectly, customers are responsible for all return shipping costs.

Please note:

  • Return shipping costs are the responsibility of the customer.
  • Any shipping charges paid at the time of purchase are non-refundable.
  • Where an order qualified for Free Shipping, the actual outbound shipping and handling costs incurred by Urban Caveman will be deducted from the refund amount.
  • Shipping costs vary depending on the product size, delivery location, and courier service used.
  • If Urban Caveman arranges collection of the returned item on behalf of the customer, the collection cost may also be deducted from the refund.

Refund Calculation

Approved refunds will be calculated as follows:

Refund Amount = Purchase Price − Original Outbound Shipping Costs − Any Applicable Return Collection Charges

For orders shipped under a Free Shipping promotion, customers acknowledge that the original shipping and handling costs incurred by Urban Caveman may still be deducted from the refund amount.

Roof Top Tents & Large Freight Items

Roof top tents, awnings, awning rooms, and other oversized products are shipped using specialist courier and freight services.

Due to the size and weight of these items, the original delivery costs may be significantly higher than those associated with standard parcel deliveries. Where a change-of-mind return is approved, the actual outbound freight charges incurred by Urban Caveman may be deducted from the refund.

Non-Returnable Items

The following items cannot be returned unless faulty or supplied incorrectly:

  • Used or installed products
  • Products damaged after delivery
  • Custom-made or special-order items
  • Clearance, outlet, and final-sale products
  • Gift cards
  • Products returned without original packaging or essential components

Damaged, Faulty or Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify us as soon as possible and no later than 48 hours after delivery.

Please provide:

  • Your order number
  • A description of the issue
  • Clear photographs or videos showing the problem

Once reviewed, Urban Caveman will determine the appropriate resolution, which may include:

  • Repair
  • Replacement
  • Exchange
  • Full refund

Where a product is confirmed to be faulty, damaged upon arrival, or supplied incorrectly, Urban Caveman will cover any reasonable return shipping costs.

How To Start A Return

To request a return, please contact our customer support team before sending any items back.

Please include:

  • Your order number
  • Proof of purchase
  • Details of the item(s) you wish to return
  • Photographs where applicable

Email: support@urban-caveman.com

Returns sent without prior authorisation may be refused.

Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Consumer Rights

Nothing in this policy affects your statutory rights under applicable UK consumer protection laws.

Contact Us

If you have any questions regarding returns, refunds, or warranty claims, please contact our customer support team.

Email: support@urbancaveman.co.uk

Urban Caveman

Built for adventure. Backed by confidence.