At urbandeskpad, operated by AXENT GRUPPE PTE. LTD. (Company Registration Number: 201711022K), we are committed to maintaining transparent, fair, and legally compliant procedures for all transactions. This Return and Refund Policy is structured in strict accordance with the statutory consumer protection laws applicable within Europe and Singapore.
1. Statutory Right of Withdrawal (14-Day Cooling-Off Period)
In compliance with European consumer protection legislation regarding distance contracts, customers residing within the European Economic Area (EEA) and the United Kingdom possess a legal Right of Withdrawal.
- You have the right to withdraw from your purchase contract within 14 days from the date on which you, or a third party designated by you, take physical possession of the items, without providing any justification.
- To exercise this right, you must inform our corporate support team via email at mouse@urbandeskpad.com within the specified 14-day window.
2. Returns Process & Return Address
- Initiation: Before returning any items, you must contact our customer support team to receive formal return instructions and authorization.
- Return Address: For our European clientele, items subject to a qualified standard return must be dispatched to our designated European logistical fulfilment centre. The exact shipping instructions and facility routing details will be provided to you by our support team upon the approval of your request.
- Condition of Items: To qualify for a standard return under the Right of Withdrawal, items must be unaltered, unused, and in their original packaging.
3. Damaged, Defective, or Incorrect Items
If an item arrives with clear discrepancies, manufacturing flaws, or transit-related damage:
- Please contact our customer support team via email within the statutory period, accompanying your request with clear photographic verification of the defect or damage.
- Upon objective verification and confirmation of the discrepancy by our team, we will process a comprehensive refund or coordinate a replacement shipment.
- Under these verified circumstances, you are not required to physically return the damaged item to our facility.
4. Shipping Delays & Logistical Resolutions
We partner with premium global carriers, including DHL Priority, FedEx Priority, and UPS Priority, to fulfil deliveries across Europe.
- Standard transit times typically require 5 to 12 business days following order dispatch. Automated tracking notifications are transmitted to your registered email address at key operational milestones (dispatch, international hub arrival, and local courier assignment).
- If an order exceeds the standard estimated transit window, we will initiate a formal investigation with the respective courier. Based on the objective outcomes of the carrier enquiry, we will arrange either a comprehensive refund or an expedited replacement shipment.
5. Refund Execution & Payment Methods
Once a refund is approved by our team or a contract withdrawal is validated, the credit will be systematically issued back to the original funding source used during checkout.
In accordance with banking protocols, refunds will be processed directly to the specific payment method utilized, including:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Relevant Digital Wallets accepted at our checkout.
Please allow standard banking clearance intervals (typically 3 to 7 business days) for the funds to reflect in your account.
6. Corporate Contact Information
For all return requests, refund enquiries, or clarification regarding our logistical terms, please contact our corporate headquarters:
- Brand Name: urbandeskpad
- Corporate Entity: AXENT GRUPPE PTE. LTD.
- Company Registration Number: 201711022K
- Registered Office Address: 143 Cecil Street, #03-01, GB Building, Singapore 069542
- Official Telephone: +65 65891494
- Official Email: mouse@urbandeskpad.com