Refund policy
Return and Refund Policy
Last Updated: [October,10th,2026]
At [Urbanpick], your satisfaction matters to us. We want you to shop with confidence, knowing that if something goes wrong with your order, we are here to help.
This Return and Refund Policy explains the conditions for returning products, requesting refunds, exchanging items, and reporting damaged or defective products purchased through our website, [WEBSITE URL].
Our policy is intended to be fair, transparent, and consistent with applicable Indian consumer protection laws. Nothing in this policy limits any rights or remedies available to you under applicable law.
1. Return Eligibility Criteria
To qualify for a standard return, your request must meet the applicable return conditions.
Generally, returned products should meet the following requirements:
- Product condition: The item should be unused, unworn, unwashed, and in its original condition, except where inspection or handling is reasonably necessary to identify a defect or assess the product.
- Original packaging: Please return the product in its original packaging, where reasonably available.
- Tags and accessories: Clothing tags, labels, accessories, manuals, and other items supplied with the product should be included where applicable.
- Proof of purchase: Please provide your order number, order confirmation email, invoice, or another reasonable form of purchase verification.
- Return authorization: Contact our customer support team before sending a product back so we can provide the correct return instructions.
For hygiene-sensitive products, electronics accessories, decorative items, and other general merchandise, additional product-specific conditions may apply where these are lawful and clearly communicated.
Important: These standard conditions do not automatically disqualify a product that is defective, damaged, incorrect, or materially different from its description. Such cases will be assessed separately in accordance with applicable law.
2. Return Timeframe
You may request a return within [3DAYS] from the date your order is delivered.
To start a return, contact us at [EMAIL ADDRESS] within the applicable return window.
Please include:
- Your order number.
- The name of the product you wish to return.
- The reason for the return.
- Photographs or other supporting information, where relevant and reasonably available.
Our team will review your request and explain the next steps.
We recommend contacting us as soon as possible if an item arrives damaged, defective, incorrect, or materially different from its description.
The stated return window does not restrict any longer period or other remedy available to you under applicable law.
3. Refund Process and Timing
We aim to make the refund process simple and transparent.
How to Request a Refund
Step 1: Contact Us
Email [EMAIL ADDRESS] with your order number and the reason for your refund request.
Step 2: Receive Return Instructions
Our customer support team will review your request and, where appropriate, provide return shipping instructions.
Step 3: Return the Product
If a physical return is required, package the product securely and send it to the return address provided by our team.
Please do not send products to an unconfirmed address.
Step 4: Product Inspection
Once we receive the returned product, we will inspect it where reasonably necessary to confirm its condition and eligibility.
We will notify you of the outcome and any next steps.
Step 5: Refund Initiation
If your refund is approved, we will initiate it as soon as reasonably possible, subject to any applicable legal deadlines.
Refund Processing Time
- Our refund initiation timeframe: [REFUND PROCESSING TIME]
- Estimated bank or payment-provider credit time: [BANK CREDIT TIME]
Refunds will generally be sent to the original payment method wherever reasonably possible.
The time it takes for the funds to appear in your account may depend on your bank, card issuer, payment gateway, or other payment provider.
We will provide confirmation when a refund has been initiated, where available.
If you have not received your refund within the communicated timeframe, contact us at [EMAIL ADDRESS], and we will help you investigate the status.
We will not use inspection or administrative procedures to delay a refund beyond a timeframe required by applicable law.
4. Exchange Options
We understand that sometimes a product may not be the right size, color, or option for you.
Where exchanges are available, you may request an exchange for:
- An alternative clothing size.
- A different color.
- Another available product variant.
- A replacement for an eligible damaged, defective, or incorrect product.
Exchange Conditions
- Exchange requests must be submitted within [3DAYS] of delivery for standard exchanges, subject to applicable law.
- The requested size, color, or variant must be in stock.
- The original product must meet the applicable return conditions, except where the request concerns a defect, damage, or incorrect item.
- You must contact [EMAIL ADDRESS] before returning the product.
If your preferred size or color is unavailable, we will explain the available alternatives. These may include selecting another available variant or receiving a refund where appropriate.
Any additional charges, if applicable and legally permitted, will be communicated before the exchange is confirmed.
We will not charge you for a remedy where applicable law requires us to cover the cost.
5. Damaged, Defective, or Incorrect Products
We take product quality and order accuracy seriously. If you receive a product that is damaged, defective, incorrect, counterfeit, or materially different from its description, please contact us as soon as possible.
What You Should Do
Please follow these steps:
1. Contact us promptly: Email [EMAIL ADDRESS] with the subject line "Damaged, Defective, or Incorrect Order."
2. Provide your order details: Include your order number, product name, and a short explanation of the issue.
3. Share photographs where possible: Attach clear photographs showing the issue, the product, and its packaging, where relevant.
4. Wait for instructions: Our team will review the information and explain whether the product needs to be returned, inspected, repaired, or replaced.
We may request additional information when reasonably necessary to assess the issue. However, the absence of photographs will not automatically invalidate an otherwise legitimate claim.
Resolution Options
Depending on the circumstances, we may offer:
- A replacement product.
- An exchange for an available alternative.
- A refund.
- Another appropriate remedy under applicable law.
Return Shipping for Faulty Products
Where a product is confirmed to be defective, damaged, incorrect, or otherwise qualifies for a remedy under applicable law, [Urbanpick] will arrange or cover the return shipping costs where required by law or our applicable policy.
We will explain the process clearly so you do not incur costs that we are legally required to cover.
We recommend reporting such issues promptly so that we can investigate and resolve them efficiently. However, any reporting deadline will remain subject to applicable consumer rights.
6. Non-Returnable Items
For hygiene, safety, personalization, or other legitimate reasons, certain products may be excluded from standard change-of-mind returns where permitted by law and clearly disclosed before purchase.
Depending on the products we sell, these exclusions may include:
- Perishable products: Items that can spoil or expire quickly, if sold.
- Personal hygiene products: Products that cannot reasonably be returned for hygiene or health-protection reasons once opened or unsealed, where the exclusion is lawful.
- Customized products: Personalized, made-to-order, or custom-printed items that cannot reasonably be resold, where applicable.
- Digital products: Digital downloads or electronically delivered products, if offered, subject to applicable law.
- Other disclosed exclusions: Products clearly identified as non-returnable before purchase, where legally permitted.
If a product falls into a category that may be excluded from standard returns, the applicable restriction will be communicated before purchase wherever required.
Please note: Non-returnable status does not remove any remedy required by applicable law. If an item is defective, damaged, incorrect, counterfeit, or materially different from its description, contact us so that we can assess your rights and the appropriate resolution.
7. Return Shipping Costs
We aim to make return costs clear before you proceed.
A. Standard Returns
For eligible change-of-mind returns, the customer may be responsible for return shipping costs where this condition has been disclosed and is permitted by applicable law.
- Return shipping responsibility: [CUSTOMER / URBANPICK]
- Estimated return shipping cost, if applicable: [RETURN SHIPPING COST]
Please contact us before sending the product back so that we can confirm the correct procedure.
B. Damaged, Defective, or Incorrect Products
If a product arrives damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable law, [Urbanpick] will arrange or cover return shipping costs where required by law or our applicable policy.
We will provide instructions for returning the product or arranging an alternative resolution.
C. Exchanges
Shipping costs for exchanges will depend on the reason for the exchange and the applicable policy.
- For exchanges due to a verified product issue, we will cover the costs where required by law or our applicable policy.
- For voluntary size or color exchanges, [SPECIFY WHO PAYS THE SHIPPING COSTS].
Any applicable charges will be communicated before the exchange is confirmed.
We will not impose undisclosed fees or charges that are prohibited by applicable law.
8. Order Cancellations
If you need to cancel an order, contact us at [EMAIL ADDRESS] as soon as possible.
We will try to cancel the order if it has not already been dispatched or reached a stage where cancellation is no longer possible.
If your order has already been dispatched, please contact our team to discuss the available options.
Where a cancellation qualifies for a refund, we will process the refund in accordance with our applicable policy and legal obligations.
Nothing in this section removes any cancellation rights available under applicable law.
9. Cash-on-Delivery Refunds
For eligible cash-on-delivery orders, refunds may require additional information to arrange a suitable payment method.
If your cash-on-delivery order qualifies for a refund, we may request verified bank account or other appropriate payment details.
Please provide this information only through the contact method or process confirmed by our customer support team.
We will use such information only for the refund and other lawful purposes in accordance with our Privacy Policy.
Applicable refund obligations and timelines will continue to apply.
10. Contact Us
If you have questions about returns, refunds, exchanges, or damaged products, our customer support team is here to help.
Store Name: [Urbanpick]
Website: [WEBSITE URL]
Email Address: [EMAIL ADDRESS]
Business Address: [BUSINESS ADDRESS]
Customer Support Hours: [SUPPORT HOURS]
Phone Number: [PHONE NUMBER]
When contacting us, please include your order number and a clear description of your concern so we can assist you efficiently.
11. Policy Updates
We may update this Return and Refund Policy from time to time to reflect changes in our business operations, products, or applicable laws.
Any revised policy will be published on our website with an updated "Last Updated" date.
Changes will not retrospectively remove rights that customers have already acquired.
Where required by law, we will provide appropriate notice of significant changes.
12. Our Commitment to You
At [Urbanpick], we believe that a positive shopping experience includes fair policies, honest communication, and dependable customer support.
We will make reasonable efforts to handle every return, exchange, and refund request with care, transparency, and respect.
Thank you for choosing [Urbanpick]. We appreciate your trust and look forward to serving you again.