Return & Refund Policy

We want you to love what you buy from us. If something isn’t right, we’re here to help. Please read this Refund & Return Policy carefully before placing your order.

1. Return Eligibility
You may request a return if:

• The item is unused, in its original packaging, and in the same condition as received
  
  
• We offer a 5 calendar days return period from the date you receive your order
  
  
• If the product is defective, damaged, or wrong product, please return it within 5 calendar days with unboxing video
  
  
• We will deliver the exchange/replacement product within 5–7 calendar days
  
  
• Refunds are processed within 8–15 working days to the original payment method or via bank transfer/UPI for COD orders; shipping charges are non-refundable.

Returns without video evidence or outside the return window will not be accepted.

2. Non-Returnable Items
The following items are not eligible for return:

• Items marked “final sale” or “non-returnable”
  
  
• Personal care, health, or hygiene-related products once opened
  
  
• Customized, made-to-order, or digital products (unless defective)
  
  

3. Return Process
To request a return:

• Contact our support team at support@urbansutraa.com within 5 calendar days of delivery
  
  
• Include your order number, reason for return, and the unboxing video
  
  
• Once approved, we will guide you on the pickup or self-shipping process
  
  

Return Shipping & Fees:

• Return pickup may be available in select locations. Otherwise, the customer must self-ship.
  
  
• A ₹100 return and restocking fee applies to all accepted returns and will be deducted from the refund amount.
  
  

4. Exchanges
We offer exchanges in the following situations:

• The product is defective, damaged during shipping, or the wrong item was sent
  
  
• Size-related exchanges for eligible products (subject to availability)
  
  

Conditions:

• Exchanges must be requested within 5 calendar days of delivery
  
  
• Only one exchange per order is allowed
  
  
• A ₹150 exchange handling fee may apply for size-based exchanges
  
  
• We will deliver the exchange/replacement product within 5-7 calendar days

5. Refunds
Once the returned product is received and inspected, you’ll be notified of the approval or rejection. If approved:

• Refunds are processed and credited to the original payment method within 8–15 working days
  
  
• For COD orders, refunds will be issued via bank transfer or UPI
  
  
• Shipping charges (if any) are non-refundable
  
  

Refunds will not be issued if:

• The item shows signs of use
  
  
• The original packaging is missing
  
  
• The unboxing video is not provided
  
  
• The return is rejected after inspection
  
  

6. Order Cancellations

• Orders can be cancelled before they are shipped. To cancel, contact us immediately at support@urbansutraa.com or +91-9234056100.
  
  
• Once shipped, cancellation is no longer possible.
  
  
• Refunds for prepaid cancellations will be processed within 1–2 working days.
  
  
• Repeated cancellations may result in account restrictions.
  
  

7. Damaged, Incorrect, or Missing Items
If your order arrives damaged, has missing items, or you receive the wrong product:

• Contact us within 24 hours of delivery
  
  
• Provide a clear unboxing video showing the issue
  
  
• We will deliver the exchange/replacement product within 5-7 calendar days

Note: Without the video, replacements or refunds cannot be issued.

8. Contact Us
For any questions, return/exchange requests, or order issues, you may reach us at:

📧 Customer Support Email: support@urbansutraa.com

💬 WhatsApp: +91-9234056100

⏰ Business Hours: Monday–Saturday, 10 AM to 6 PM (excluding holidays)

📦 Unboxing Video Recommendation

To help ensure a smooth and speedy return process, we kindly recommend recording an unboxing video when your order arrives. 🎥 This can serve as helpful proof in case your item is damaged, defective, or not as expected.

Please include:

✅ Clear footage of the package being opened

✅ A full view of the product inside

✅ Any visible issues or concerns

Your video can make the resolution process faster and easier. ⏱️

💬 Our Commitment to Your Satisfaction

At Urban Sutraa, your happiness is our top priority. 💖 We're committed to a simple, transparent, and stress-free return experience — because we care about your peace of mind while shopping. 🛍️

If you have any questions or need support, our friendly customer care team is here to help! 🤝

Thank you for choosing Urban Sutraa. ✨
Happy Shopping! 😊