All Urban LivingPicture products are “Bespoke items” – that means your Urban LivingPicture will be manufactured specifically for you, including both your choice of frame and planting. These items are non-returnable to the manufacturer once made, and for these items the Distance Selling Regulations do not require us to accept a return. However, we want you to be very happy with your Urban LivingPicture, so if you are unhappy with your purchase for any reason, please contact us and we will do our best to resolve the issue. If we are unable to resolve the issue, we may at our discretion offer you to return the item for a refund less the cost of the courier.

Returns procedure

Should we offer to accept the return of your Urban LivingPicture we will send you a RMA (Returned Merchandise Authorisation) by email, and we will arrange to collect your Urban LivingPicture by courier as long as you have repackaged it in the same way as it was delivered to you. Upon receipt of your unwanted Urban LivingPicture, and providing it is undamaged and in a resaleable condition, we will give you a full refund, less the cost of the return courier.


Our Urban LivingPicture carries a one year manufacturer’s warranty for the mechanical parts including water leakage from the reservoir. These guarantees give a full return to base replacement but exclude any consequential damage caused by any failure to the mechanical parts including the water reservoir. In addition, these guarantees do not cover accidental damage, misuse, lack of maintenance, rust or oxidation originating from scratches or abrasions, corrosion due to chlorinated or sea-front environments and general wear and tear. The plants supplied by us should arrive in good condition, but it is likely that they will experience some “shock” as a result of a move to a new location, and will generally take a few months to recover fully. However, plants are living things and sometimes one or two plants in your specific planting scheme may not like your temperature, lighting or humidity conditions. We can offer alternatives and these can be ordered from our Store and posted to you.


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