Australia Wide Delivery
Shipping
We can ship to any address in Australia. Note that there are restrictions on some products, and some products cannot be shipped to rural destinations.
Standard delivery timeframes are between 1-10 business days. Regional areas, other towns and cities may take up to 5 business days longer. All products that are in stock are dispatched as soon as possible.
We use 3rd party delivery couriers for all deliveries. Please note that all orders made online will be delivered to ground floor only. If you need your delivery to be made to a floor level, please arrange beforehand with our Customer Service representatives by emailing us at sales@urbanhyve.com.au
Please be aware that if your order contains multiple products, the products may ship from different locations and may not arrive at the same time.
Shipping Costs
Shipping costs if applicable are non-refundable as we utilise third party couriers.
Returns Policy
If a manufacturing fault is present, Urban Hyve will gladly replace or fix the item(s). Please note that if a manufacturing fault is present – Urban Hyve must be notified in writing within 3 business days of your receipt of the product. We do not accept returns for items for any other reason, including but not limited to changing your mind, due to colour variations from screen image or variations in product colour or texture due to handcrafted elements to an item. We do not accept returns for delays in product lead times, delays in shipping, or delays in supply of your order caused by any reason.
Damages
Unfortunately products are occasionally damaged in transit.
If you notice that a product is damaged after it has been shipped to you, please take photos clearly showing the damage and email us at sales@urbanhyve.com.au within 3 business days of receiving your shipment. If we are notified later than 3 business days after you receive the products, we will not be able to repair or replace the items.
If we determine that the product was damaged in transit, the type of remedy we offer will depend upon the circumstances. We will determine the outcome at our sole discretion and may offer a repair, compensation, replacement, or refund.
Product Issues
If your product arrives with a fault or issue, please email us the photos within 3 business days and clearly explain to us what the fault or issue is. If we are notified later than 3 business days after you receive the items, we will not be able to resolve the issue, repair or replace the items. Email us at sales@urbanhyve.com.au and provide:
A detailed description of the fault or issue, and Photos showing the fault or issue.
You are responsible for shipping the faulty products back to us within 7 business days of receiving the products. Returns must be sent to our warehouse in the original packaging. If we receive products without the original packaging we will not accept the return.
Where notification of a product fault or issue has been made within 3 business days of delivery of the defective products and Urban Hyve is satisfied that the products are faulty, Urban Hyve will repair, replace, or send replacement parts, provided the identified defects have arisen solely from faulty materials and/or workmanship on the part of the manufacturer and this will be the limit of Urban Hyve liability with respect to any faulty products. Urban Hyve will not accept responsibility for any products that have been damaged as a result of mistreatment, inattention, interference and/or malicious damage. The return to Urban Hyve of faulty products without Urban Hyve written consent will not in any way affect your obligation to pay for the products in accordance with these Terms. You expressly discharge Urban Hyve from any liability whatsoever (including but not limited to any claim for negligent misstatement or breaches of the Trade Practices Act 1974) arising out of a delivery of defective products if notification of the defect has not been made to Urban Hyve within 3 business days of delivery of the products.
Cancellations
No order may be cancelled except with consent in writing and on terms which will indemnify Urban Hyve against any losses suffered by Urban Hyve including a minimum cancellation and restocking fee. We reserve the right to cancel any order, products or services for any reason whatsoever.
Lead Times
When ordering products from Urban Hyve you agree to indemnify Urban Hyve against any losses suffered due to product delays. In all matters arising from product delays and / or lead times, you agree to indemnify and hold harmless Urban Hyve for any damages and losses arising from product delays caused by Urban Hyve, our suppliers or third party carriers.
Q: How Long Is Your Warranty?
All Urban Hyve products are subject to the particular products manufacturer's warranty. This manufacturer's warranty is subject to inspection by a manufacturer or importer and follows the guidelines of the manufacturer's warranty.
Q: What do I do if I have a problem?
If your product arrives damaged or with a fault, please take photographs of the damaged packaging and the damage to the products. Email us within 3 working days to let us know about the situation and include the photographs of the damage. If we are notified later than 3 days after you receive the items, we will not be able to repair or replace the items. Email us at sales@urbanhyve.com.au and provide:
A detailed description of the fault and damage, and
Photos showing the damage or fault.
