Privacy Policy
Effective Date: 2 August 2026
At Urban Yard Co., we respect your privacy and are committed to protecting your personal information in accordance with the Protection of Personal Information Act (POPIA) of South Africa.
1. Information We Collect
When you interact with our website, place an order, request a quote, or contact us, we may collect:
- Your name and surname
- Email address
- Phone number
- Delivery address
- Billing information
- Any information you provide through contact forms or messages
2. How We Use Your Information
We use your information to:
- Process and deliver orders
- Provide quotations and customer support
- Communicate about your order or enquiry
- Improve our products and services
- Send occasional marketing updates (you may opt out at any time)
3. Sharing of Information
We do not sell or rent your personal information. We may share your information only with:
- Courier and delivery companies
- Payment service providers
- Service providers who assist us in operating our website and business
These parties are required to keep your information secure and confidential.
4. Data Security
We take reasonable technical and organisational measures to protect your personal information against loss, misuse, unauthorised access, disclosure, or alteration.
5. Cookies
Our website may use cookies to improve your browsing experience and analyse website traffic. You can disable cookies in your browser settings if you prefer.
6. Your Rights
Under POPIA, you have the right to:
- Access the personal information we hold about you
- Request correction of inaccurate information
- Request deletion of your information where applicable
- Object to certain processing activities
To exercise these rights, please contact us using the details below.
7. Contact Us
Urban Yard Co. Email: info@urbanyardco.co.za Website: www.urbanyardco.co.za
Refund & Returns Policy
Effective Date: 2 August 2026
Thank you for shopping with Urban Yard Co. Each Urban Yard is handcrafted with care, and we want you to be happy with your purchase.
1. Custom & Made-to-Order Products
Most Urban Yard products are made to order. Once manufacturing has started, orders cannot be cancelled or refunded.
2. Returns
You may request a return within 7 days of delivery if:
- The product arrived damaged
- The incorrect product was supplied
- The product has a manufacturing defect
To request a return, please email us with:
- Your order number
- Photos of the product and packaging
- A brief description of the issue
3. Non-Returnable Items
The following items are not eligible for return or refund:
- Grass and soil
- Used products
- Products damaged through misuse, neglect, or improper maintenance
- Custom-sized or personalised orders
4. Refunds
If a refund is approved, it will be processed within 5–10 business days to the original payment method.
Refunds apply to the product value only. Delivery/courier charges are non-refundable, unless the return is due to our error.
5. Out-of-Johannesburg Deliveries
For deliveries outside Johannesburg, Urban Yard units are shipped without grass and soil due to courier restrictions and the perishable nature of live grass. Refunds will therefore apply only to the Urban Yard unit supplied.
6. Natural Grass Disclaimer
Urban Yard uses real living grass, and its lifespan depends on factors such as sunlight, watering, trimming, drainage, and the frequency of use by your dog. We cannot guarantee how long the grass will last, and replacement of grass is considered normal maintenance rather than a product defect.
7. Damaged Deliveries
If your order arrives visibly damaged, please notify us within 48 hours of delivery and include clear photographs of both the packaging and the product.
8. Contact Us
For any refund or return enquiries:
Urban Yard Co. Email: info@urbanyardco.co.za Website: www.urbanyardco.co.za