Refund policy

Centelon Retail Pty Ltd (“Urban Rain”) is driven by an exceptional customer service experience, and we will happily assist our customers who wish to return or exchange goods purchased from our online business. Our Refunds & Returns Policy is in addition to your rights under the Australian Consumer Law. Please be aware that by law we are not required to offer you a refund if you change your mind on a purchase or incorrectly make a purchase, but we will do our best to keep you satisfied.

In-Store Shopping 

For any goods purchased in one of our shops, Centelon Retail Pty Ltd (“Urban Rain”) will follow the ‘in-store Returns & Refunds policy’. For any such instances please contact the stores directly

Online Orders 

Your purchase is subject to our Shipping & Delivery policy. We deliver our goods using Australia Post, whose services are non-refundable unless goods would be damaged as a result of their handling.

Colour Disclaimer 

Please note that the actual product colours may vary from what appears on your computer monitor, tablet screen, or mobile phone screen. The colours may also vary from device to device.

Damaged or Faulty Products 

All our products go through a detailed quality check before we send them out to our customers, but in the event, you receive a damaged or faulty product, please follow these next steps:

  • Send us a Refund or Return Claim to support@urbanrain.com along with a valid proof of purchase (invoice) and proof of product damage or fault (photo). We should receive the claim within 31 days from the date of delivery to your address (based on postal/shipping service records).
  • We will inform you if your claim has been approved or rejected via email within 5 business days. Please note that products should not have been mistreated or damaged through abnormal use. We will determine whether the damage or fault is minor or major.
  • If we approve your claim, we will send you a shipping label within 5 business days so you can send us back the product. We will cover the shipping cost of returning the damaged or faulty product.
  • You must send us back the damaged or faulty product and we must receive the product within 10 business days of the approval of the claim.
  • After we receive the returned product, we will do the following based on the problem within 5 business days:
    • Minor damage or fault: We will send you a replacement product. Urban Rain will cover the shipping cost of sending the replacement. 
    • Major damage or fault: Based on your choice, we will send either (a) a full refund of your payment or (b) an online store voucher worth 110% of the product’s value (as listed on the website). 

Change of Mind 

We understand that you might change your mind about a product you have purchased from www.urbanrain.com and we will try our best to offer you a solution.

In case you change your mind about a product or have purchased the wrong product and you can provide the proof of purchase, Centelon Retail Pty Ltd (“Urban Rain”) may offer you an exchange, store credit or refund if the item:

  • Has not been used; 
  • Remains in its original packaging; and 
  • Is in saleable condition with labels and/or tags attached accordingly

In such cases, please follow these steps: 

  • Send a Request for Swap or Store Credit (or Refund or Return Claim) to support@urbanrain.com along with valid proof of purchase (invoice). We should receive the claim within 31 days from the date of delivery to your address (based on postal or shipping service records). 
  • We will inform you via email within 5 business days whether your request has been approved or rejected. Please note that the product must remain in its original packaging and be in saleable condition. 
  • If we approve your request, you must send us back the product and we must receive it within 10 business days of the approval of the request. You will have to pay for the shipping cost of returning the product.
  • After we receive the returned product, we will send you either of the following within 5 business days:
    • A replacement product. We will cover the shipping cost of sending you the replacement product, OR
    • An online store voucher worth 110% of the product’s value (as listed on the website).

The Refunds & Returns Policy does not apply to the following products: 

  • Costumes, undergarments, hosiery, wigs, cosmetics, or makeup. For health and safety reasons, we cannot resell these items once they are removed from their original packaging. By law, we are not required to offer a refund for any costumes that do not fit correctly or to customers who change their mind or have incorrectly purchased products
  • Perishable items such as food or confectionery. For health and safety reasons, these items cannot be resold when returned.
  • Customised, custom-made, or personalised item or gift, including edible icing images.
  • Items ordered in bulk.
  • Discontinued items that you have purchased on sale or at discounted prices.

Dispute Resolution & Further assistance

If you are not satisfied with the outcome of your return or refund claim, we encourage you to contact our Customer Service Team at support@urbanrain.com for further review and assistance. Please include your order number, the details of your concern, and any supporting information (such as photographs or correspondence) so we can investigate the matter promptly and fairly.

Our team will aim to acknowledge your concern within 3 business days and provide a resolution or update within 10 business days. We are committed to handling all customer concerns with fairness, transparency, and in accordance with our obligations under the Australian Consumer Law.

If, after our internal review, you still believe your issue has not been resolved satisfactorily, you are entitled to seek independent advice or lodge a complaint with the relevant consumer protection authority, such as the Australian Competition and Consumer Commission (ACCC) or the Office of Fair Trading in your state or territory.

Processing of Refunds 

If you have any questions or concerns regarding Returns & Refunds, please contact us directly via our Contact us form. All refunds for orders placed at www.urbanrain.com are credited back to the original payment method using the original card or payment service used. Refunds are for the cost of the merchandise only and do not include postage and handling charges – unless we have confirmed certain circumstances. Returns and refunds will be processed within 15 business days after a return or refund is confirmed

Effective Date & Policy updates

This Refunds & Returns Policy is effective as of 24th October 2025. Centelon Retail Pty Ltd (“Urban Rain”) reserves the right to review, amend, or update this policy at any time to reflect changes in our business operations, customer feedback, or legal and regulatory requirements.

Any updates or revisions to this policy will take effect immediately upon being published on our official website, www.urbanrain.com, unless otherwise stated. Customers are encouraged to review this policy periodically to ensure they remain informed about our current practices and terms relating to refunds, returns, and exchanges.

Your continued use of our website or purchase of our products following any amendments to this policy will constitute your deemed acceptance of those changes. The most recent version of this Refunds & Returns Policy will always be available on our website.