Refund policy

Return & Refund Policy

Last Updated: August 24, 2026

At Urbann Retail, we take great care to ensure that every order is properly checked and delivered to you in good condition. However, if you receive a defective product or a product different from what you ordered, we are here to help.

Please read the following policy carefully before placing your order.

1. Return Eligibility

Urbann Retail accepts returns only in the following situations:

  • You received a defective or damaged product.

  • You received a different product from the one you ordered.

Returns are not accepted for reasons such as change of mind, personal preference, dislike of the product, or ordering the wrong product.

2. Return Request Period

If you receive a defective, damaged, or incorrect product, you must contact us within 48 hours of delivery.

Requests submitted after this period may not be accepted.

To report an issue, please contact us at:

Email: contact.urbannretail@gmail.com

Please include your order number, a clear description of the issue, and supporting photos/videos of the product.

3. Unboxing Video Requirement

For defective, damaged, or incorrect-product claims, we strongly recommend recording a continuous unboxing video when opening your package.

The video should clearly show:

  • The unopened package and shipping label

  • The package being opened

  • The product received

  • Any visible damage or defect

  • The product and its packaging in full

An unboxing video may be requested as supporting evidence when evaluating a return or refund claim.

4. Conditions for an Approved Return

To qualify for a return, the product must:

  • Be the product delivered by Urbann Retail.

  • Be unused and in its original condition, except where the defect itself prevents normal use.

  • Be returned with its original packaging, accessories, tags, and other included items, where applicable.

  • Match the issue reported in the return request.

Products that have been intentionally damaged, misused, altered, or modified after delivery may not qualify for a return or refund.

All return requests are subject to verification and approval by Urbann Retail.

5. Wrong Product Received

If you receive a product that is different from the product you ordered, please contact us within 48 hours of delivery.

After verification, we may arrange a replacement or provide a refund, depending on product availability and the circumstances of the case.

6. Defective or Damaged Product

If your product arrives defective or damaged, please contact us within 48 hours of delivery with photographs/videos showing the issue.

After reviewing the claim, we may request additional information or evidence to verify the issue.

If the claim is approved, Urbann Retail may provide a replacement or refund, depending on the availability of the product and the nature of the issue.

7. Refunds

If your return or refund request is approved, the refund will be processed after the applicable verification or return process has been completed.

For prepaid orders, refunds will generally be issued to the original payment method used to place the order.

For Cash on Delivery orders, we may request your bank account or UPI details to process an approved refund.

Once a refund has been initiated, the time taken for the amount to appear in your account may vary depending on your bank or payment service provider.

8. Return Shipping

If the return is approved because you received a defective, damaged, or incorrect product, Urbann Retail will coordinate the return process where applicable.

Customers should not send products back without receiving return instructions from our support team.

9. Non-Returnable Situations

Returns or refunds will generally not be accepted for:

  • Change of mind or personal preference

  • Products that are no longer wanted

  • Incorrect product ordered by the customer

  • Products damaged due to misuse, negligence, or improper handling

  • Products that have been modified or altered after delivery

  • Products returned without prior approval

  • Claims reported after the applicable reporting period

  • Products that do not match the conditions of the approved return

10. Order Cancellation

Cancellation requests may be considered before the order has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, please contact our support team for assistance.

For Cash on Delivery orders, repeated cancellations or refusal to accept dispatched orders may affect our ability to accept future COD orders.

11. Return Verification

All return and refund requests are subject to verification.

Urbann Retail reserves the right to approve or reject a return or refund request based on the condition of the product, supporting evidence, order information, and the circumstances of the claim.

If a returned product does not meet the requirements of this policy, the return or refund request may be declined.

12. How to Contact Us

For any return, replacement, or refund-related concerns, please contact us at:

Urbann Retail
Email: contact.urbannretail@gmail.com

Please mention your order number in your email so that our team can assist you more efficiently.

Thank you for shopping with Urbann Retail.