- Terms for bookingH
- Payment Processing Agreement
- Cancellation policy
- International cancellation policy
- Web and app termsH
- Fees and charges
- Arrival packs
- Post and parcels
- Scotland EPC ratings
- Rent discount and extension
When you place an order to purchase an Arrival Pack from Unite Students, you will receive a receipt of payment.
Prices listed are the most up to date we have and the price payable for the Arrival Packs shall be the prices displayed at the date of order unless otherwise stated.
The payment of the Arrival Packs shall be due in full on order.
All prices include delivery charges and are inclusive of Value Added Tax which will be charged at the appropriate rate.
All prices are displayed in pounds sterling (£) on our website.
Unite Students reserve the right to issue new price lists at any time without prior notice.
If you have ordered at least 5 days before your tenancy start date, your pack will be delivered to your property ready for when you move in. Any orders placed close to or after arrival will be delivered to your property in 5 days.
If your Arrival Pack has not arrived within the quoted delivery time as stated above, please inquire into the status of your order within 48 hours by speaking to your property team at reception.
If your pack is not in your room waiting for you, you may need to collect it from the reception of your property.
Please read our post and parcels terms and conditions to understand what you will need to do when picking up your Arrival Pack. You must collect your pack within a week of your tenancy start date. We will not be able to hold your parcel for much longer than this, as we will need to free up the space for other people's parcels.
Are you under 18?
It is illegal to sell knives to anyone under the age of 18. If you have ordered a pack containing knives (All in One or Kitchen Pack), you must collect your pack from your property’s reception by presenting a valid photo ID to prove that you are over the age of 18.
Cancellations and amends
This section is for customers who have ordered a pack directly from Unite Students. If you ordered an Arrival Pack separately after already booking your room, it is likely that you will have ordered from our suppliers Pattersons directly. Please check your order receipt – if your order number begins with the number 4, you will have ordered from Pattersons directly. For more information, view Pattersons Ltd terms & conditions here.
Cancelling before you arrive
You have the right to cancel your order up until 14 days after your tenancy start date. To cancel your order before you arrive, chat with us live via WebChat or email us on firstname.lastname@example.org. Please allow up to 5 working days for the credit to reach your account.
Please note, if you contact us to cancel your pack within 7 days of the start of your tenancy, your pack will have already been dispatched to your property, in which case you must contact your property team directly to notify them of your cancellation. Once confirmed by the property team, please allow up to 5 working days for the credit to reach your account.
If you have placed an order and are changing/cancelling your tenancy agreement with Unite Students, please get in touch with us on Webchat.
Cancelling after you arrive
If you change your mind when you arrive and would like to return your order for a refund, you have up until 14 days after your tenancy start date to return your pack to your property team. We will process a refund once we have checked and confirmed that the pack has remained unopened and unused. Please allow 5 working days for the credit to reach your account.
If you are checking in later than your tenancy start date under our flexible check-in policy, you must still cancel your order within 14 days of your original tenancy start date. Check your tenancy agreement to find out your tenancy start date.
Change/Upgrade of Arrival Pack
If you would like to change your order, please contact us at least 7 days before your tenancy state date. Any time after that, your order will have been dispatched to your property. You can chat with us live via WebChat or email us on email@example.com.
If you have already arrived, or your order has already been dispatched, you have up until 14 days after your tenancy start date to contact your property team to request a change. We will check the pack, amend your order and, if applicable, issue you with a credit for the price difference or request additional payment for the new price.
Refunds and returns
The item was found to be damaged or faulty on receipt
If we have made a mistake in fulfilling your order, please show the damage/fault/missing item to your local property team within 48 hours of receipt. Once checked, we will either replace the item subject to delivery and availability or issue a full refund. Please allow up to 5 working days for the credit to reach your account.
The item was found to be faulty after use.
Please contact your local property team and we will replace the faulty product(s) subject to availability and delivery times.
If you would like to return your order for a refund, you have up until 14 days after your tenancy start date to return your pack to your property team. We will process a refund once we have checked and confirmed that the pack has remained unopened and unused. Please allow 5 working days for the credit to reach your account.