REFUND, RETURN, AND EXCHANGE POLICY

 

Last Updated: October 22, 2025

At Urban Shopping, we strive to ensure a seamless and satisfying shopping experience. We understand that sometimes a product may not meet your expectations. This policy outlines the conditions and process for returns, exchanges, and refunds.

 

1. RETURN & EXCHANGE WINDOW

 

We offer a [Insert Number of Days, e.g., 7-day / 15-day / 30-day] return and exchange period from the date of delivery.

  • You must notify us of your intent to return or exchange the product within this period.

 

2. ELIGIBILITY CONDITIONS FOR RETURN

 

To be eligible for a return or exchange, the item must meet the following conditions:

  • Condition: The item must be unused, unwashed, and in the same condition that you received it.

  • Original Packaging: It must be in the original packaging with all original tags, labels, manuals, and accessories intact.

  • Proof of Purchase: A copy of the original invoice or receipt must be included with the return.

  • Reason for Return: Returns are accepted for the following valid reasons:

    • Damaged or defective product received.

    • Product is different from the description on the website (misrepresented).

    • Incorrect size or colour shipped.

 

3. NON-RETURNABLE / FINAL SALE ITEMS

 

For hygiene and other reasons, the following categories of products are typically not eligible for return, exchange, or refund:

  • Innerwear, lingerie, and swimwear.

  • Custom-made, personalized, or altered items.

  • Perishable goods (e.g., food items, flowers).

  • Digital products and software.

  • Items explicitly marked as “Final Sale,” “Non-Returnable,” or “Clearance.”

  • Jewellery and cosmetic products (if the seal is broken).

 

4. THE RETURN PROCESS

 

A. Initiate the Request:

  1. Log in to your Urban Shopping account on the Site.

  2. Navigate to the “Order History” section and select the order containing the item you wish to return.

  3. Click the “Request Return/Exchange” button and fill out the required form, stating the reason for the return and whether you prefer a Refund or Exchange.

  4. Upload clear photographs of the product, especially if the reason for return is damage or defect.

B. Return Pickup / Shipping:

  • Free Return Pickup (Applicable in most areas): If your pin code is serviceable, we will arrange a free reverse pickup for the item. The item must be securely packed and ready for pickup within 2-3 business days of initiating the request.

  • Self-Ship: If a reverse pickup is not available in your area, you will be required to ship the product back to our designated warehouse. We will credit a maximum of ₹100 (or a set amount) towards the return shipping cost to your account upon receipt and successful quality check of the item.

C. Quality Check (QC):

  • Once the returned item reaches our warehouse, it will undergo a mandatory quality check.

  • The QC must confirm that the item meets all eligibility conditions (unused, original tags intact, etc.).

  • The QC process typically takes 2-3 business days.

 

5. REFUND POLICY

 

Once the return is accepted following the Quality Check, the refund will be processed as follows:

Payment Method Used for Purchase Refund Method Refund Processing Time (from QC Approval)
Credit Card / Debit Card / UPI / Net Banking Refund to the original payment source. 5 to 7 business days
Cash On Delivery (COD) Refund via Bank Transfer (NEFT/IMPS) to your provided bank account details. 7 to 10 business days
Store Credit / Gift Card Issued as a new Store Credit or Gift Card. 2 business days

Note on Shipping Fees:

  • For returns due to our fault (e.g., damaged/wrong product), we will issue a full refund, including any original shipping charges.

  • For returns due to customer preference (“change of mind,” size/fit issue), the original shipping charges may be deducted from the refundable amount.

 

6. EXCHANGE POLICY

 

If you choose an Exchange, the following applies:

  • Exchanges are subject to the availability of the requested item/size.

  • If the requested size or item is available, we will ship it to you immediately after the QC of the returned item is successful.

  • If the price of the new item is higher, the difference will be payable by you before shipment.

  • If the price of the new item is lower, the difference will be refunded to you as per the Refund Policy above.

 

7. CANCELLATION POLICY

 

 

A. Customer Cancellation:

 

  • You may cancel your order at any time before it is marked as “Shipped.”

  • Once the order is shipped, the cancellation will be treated as a Return request, and the Refund Policy will apply.

  • Refunds for successful cancellations will be processed to the original payment method within 3-5 business days.

 

B. Urban Shopping Cancellation:

 

  • We reserve the right to cancel an order due to reasons such as product non-availability, quality issues, or suspicion of fraudulent activity.

  • If your order is cancelled by us after your payment has been processed, the full amount will be refunded to your original payment method within 3-5 business days.

 

8. CONTACT US

 

For any questions or to initiate a return request, please contact our Customer Support team:

Email: [Insert Customer Care Email, e.g., support@urbanshopping.co.in]

Phone: [Insert Customer Care Phone Number]