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
  
  
• The return request is raised within 5 calendar days of delivery
  
  
• A complete unboxing video is provided showing the issue clearly (damage, defect, or wrong product)
  
  

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
  
  
• Perishable goods or fragile items like candles, wax-based products
  
  
• 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 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 days of delivery
  
  
• Only one exchange per order is allowed
  
  
• A ₹150 exchange handling fee may apply for size-based exchanges
  
  

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

• Refunds are processed 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
  
  

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)