Refund policy

Last updated: May 2026

We want you to love your trainers. If something isn't right, we offer 14-day returns and exchanges on all unworn UK orders. Faulty or incorrectly shipped items are refunded in full with free return shipping. To start a return or exchange, email support@urbankineticwear.co.uk with your order number and we'll guide you through it.

1. Returns window

You have 14 days from delivery to start a return. To be eligible, items must be:

  • Unworn — no outdoor wear (try them indoors on a clean, soft surface only)
  • In their original condition with all tags attached
  • Returned in the original shoebox and inside an outer protective cardboard box (the shoebox cannot be used as the shipping container)
  • Accompanied by the original order receipt or order number

How to start a return: Email support@urbankineticwear.co.uk with your order number and the reason for return. We'll reply within 24 hours (Mon–Fri) with the return address and a clear instruction list.

2. Return shipping

Return shipping is paid by the customer, unless the item is faulty or was shipped incorrectly (see section 6). We strongly recommend a tracked and signed service:

  • Royal Mail Tracked — UK
  • DPD — UK and international
  • UPS / DHL — international

We do not recommend Evri / Hermes due to higher loss rates with shoeboxes.

3. Refund processing

Once your return arrives at our Manchester depot, we inspect it within 3–5 working days. If everything is in order, your refund is issued to the original payment method. Most refunds appear on your statement within 1–3 working days of being issued; Klarna and Apple Pay can take up to 7 working days to reflect.

Express and Next-Working-Day delivery fees are non-refundable when the order arrived within the promised timeframe.

4. Exchanges

Size or colourway exchanges must be requested within 14 days of delivery. The item must meet the same conditions as a return (unworn, tags attached, original packaging inside an outer box).

How to start an exchange: Email support@urbankineticwear.co.uk with your order number and the size or colourway you'd like. We'll confirm stock availability before you ship the original back, so your replacement doesn't sell out in transit.

Processing time: Exchanges typically process within 5–10 working days from the moment your return is received and verified. If your new size or colourway is out of stock when we receive the return, we'll email you three options: choose an alternative, take store credit, or have the original sent back.

Price differences: If the new item is a different price, we'll send a payment invoice for the difference, or refund the difference to your original payment method. Unpaid invoices over 14 days will result in the original item being returned to you.

Shipping: The same shipping rules as returns apply — the customer pays return postage, and we cover outbound shipping of the replacement.

5. Items we can't return

The following are non-returnable and final sale:

  • Worn or used trainers — any outdoor wear, scuffs, dirt, or sole damage
  • Pre-orders — all pre-order sales are final once payment is taken
  • International orders — final sale unless faulty or incorrectly shipped
  • Vintage or collector pairs — trainers over 5 years old are sold as collector's items with no refund or exchange for age-related material wear
  • Sale items marked "final sale" at checkout
  • Gift cards and store credit

6. Faulty or incorrect items

Every pair is hand-inspected before dispatch, but if you receive a faulty or incorrect item, please contact us as soon as possible — ideally within 48 hours of delivery, and in any case within 30 days — with clear photos at support@urbankineticwear.co.uk. For genuine faults or shipping errors, we cover the cost of return shipping in full and give you the choice of:

  • A full refund to your original payment method
  • A direct replacement of the correct item
  • An exchange for an alternative colourway or size of the same value

As a reseller of authorised stock, we cannot guarantee long-term manufacturing durability beyond what the original manufacturer warrants. We do guarantee that every pair is 100% authentic, verified, and in unworn factory condition before leaving our depot.

7. Your statutory rights

Nothing in this policy affects your statutory rights as a UK consumer. Under the Consumer Contracts Regulations 2013 you have the right to cancel an online order within 14 days of receipt if you change your mind (provided the item is unused and in its original condition), and under the Consumer Rights Act 2015 you are entitled to a remedy — including the right to reject faulty goods within 30 days — if goods are not as described, of unsatisfactory quality, or unfit for purpose. For more information, visit gov.uk/consumer-protection-rights.

Contact us

Questions about a return or exchange? Email our UK support team with your order number and reason — we'll send the return address and instructions within 24 hours, Monday to Friday.

Urban Kinetic Wear
62 Canning Street, Bury, BL9 5AS, United Kingdom
support@urbankineticwear.co.uk