Refund policy

Last Updated: March 3, 2026

Introduction

At UrbanNaari, your satisfaction is important to us. To ensure a transparent and hassle-free shopping experience, we offer a structured Returns & Exchange Policy applicable within India only.

Please read this policy carefully before placing your order.

1. Returns Policy

We offer a “No Questions Asked” Return Policy for eligible products.

If you are not satisfied with your purchase, you may request a return within the eligible timeframe, subject to the conditions below.

Eligibility for Return
  • Product must be unused, unwashed, unworn, and in original condition.
  • All original tags, labels, and packaging must be intact.
  • Return request must be raised within 48 hours of delivery.
  • Unboxing video is mandatory for damaged/wrong product claims.
  • Returns will NOT be accepted if:
  • Product is used, washed, altered, or damaged by the customer.
  • Returned without original packaging.
Return Refund Structure

Prepaid Orders
Full product value will be issued as Store Credit, valid for 1 year from the date of original purchase.

COD Orders
Full product value (excluding ₹50 COD shipping fee) will be issued as Store Credit, valid for 1 year from the date of original purchase.

Important:

  • No monetary refunds will be processed under any circumstances.
  • COD shipping charges (₹50) are strictly non-refundable.
  • Products will undergo a Quality Check (QC) before approval of return/exchange or store credit.

2. RTO (Return to Origin) Policy

If an order is returned due to:

  • Customer unavailability
  • Incorrect or incomplete address
  • Refusal to accept delivery

It will be treated as RTO (Return to Origin).

RTO – Prepaid Orders
  • ₹200 logistics/handling charges will be deducted.
  • Remaining balance will be issued as Store Credit valid for 1 year from the date of purchase.
  • No cash refund will be issued.
RTO – COD Orders

UrbanNaari reserves the right to restrict or disable COD services for future orders in case of repeated refusals.

3. Exchange Policy

Eligibility for Exchange

You may request an exchange if:

  • The product is damaged, defective, or incorrect.
  • You require a size exchange (subject to stock availability).
  • Exchange requests must be raised within 48 hours of delivery.
    Unboxing video is mandatory.
First Size Exchange – Absolutely Free
  • The first size exchange is completely free, even if your order contains multiple products.
  • No reverse pickup or logistics charges will apply for the first exchange.
Second & Subsequent Exchanges

From the second exchange onward:

  • A flat ₹199 per product per exchange will be charged.
  • If multiple products are being exchanged, ₹199 will apply per product.

4. Exchange to Store Credit (If Replacement Not Available)

If the requested size/product is unavailable:

Prepaid Orders:
Full product value issued as Store Credit.
COD Orders:
₹50 (COD shipping fee) deducted; remaining amount issued as Store Credit.

Store Credit remains valid for 1 year from the date of original purchase.

5. Reverse Pickup & Logistics

  • Reverse pickup will be arranged for serviceable pin codes.
  • If reverse pickup is unavailable, customers must self-ship the product to the address shared via email after approval.
  • We strongly recommend using a trackable courier service. UrbanNaari is not responsible for parcels lost or damaged in transit.
  • Self-shipping courier charges will not be reimbursed and must be borne by the customer.
  • Products will undergo Quality Check (QC) before approval of exchange or store credit.
  • Products failing QC will be returned without exchange or credit.

6. Store Credit Policy

To maintain complete transparency:

  • Store Credit is valid for 1 year from the date of original purchase.
  • Store Credit cannot be refunded, transferred to bank accounts, converted into cash, or reissued as monetary refund.
  • Once issued, Store Credit is final and non-reversible.
  • Store Credit must be used within its validity period; expired credits will not be revalidated.
  • Store Credit may be used partially or in full on one or multiple orders until the entire credit amount is exhausted, provided it is used within the validity period.
  • The products purchased on the store credit will not be either returned or exchanged.

7. Cases Where Return or Exchange Will Not Be Accepted

Requests will not be accepted if:

  • Product is used, washed, altered, or damaged by the customer.
  • Shapewear, stitched/custom blouses, or accessories.
  • Request raised after 48 hours of delivery.
  • Unboxing video not provided for damage/wrong product claims.
  • International orders.
  • Products purchased in sale items, or during promotion offers, or in any bundle offers by the customer will not be returned under any circumstances and no monetary or store credit will be issued or given.

8. Cases Where  Exchange Will Be Accepted

Products purchased during a sale, promotional offer, or at a discounted price are eligible for exchange only.

For any exchange request on sale items, a handling and logistics charge of ₹250 per product will be applicable and must be borne by the customer.

The product must be unused, unwashed, with all original tags intact, and the exchange request must be raised within the specified exchange window. Exchanges are subject to stock availability.

No refunds, monetary refunds, store credit will be provided for products purchased during a sale.

8. Cancellation & Delivery Refusal

Order cancellation is not allowed once the order is placed.

If delivery is refused at the doorstep:

Prepaid Orders:
₹200 handling fee deducted; balance issued as Store Credit (valid 1 year from date of purchase).
COD Orders:
Repeated refusals may lead to COD restriction.

9. Important Guidelines

  • Do not accept tampered or damaged parcels at delivery.
  • Missing items/quantity must be reported with unboxing video within 48 hours.
  • Exchanges will only be processed after QC approval at our warehouse.
  • Products failing QC will be sent back without exchange or store credit.
  • If an order is marked delivered but not received, report within 48 hours for courier investigation.

10. International Orders

  • International shipping charges vary by country.
  • Returns and exchanges are not available for international orders.
  • All international sales are final.

11. Legal Acknowledgment

By placing an order with UrbanNaari, you acknowledge that you have read, understood, and agreed to this Returns & Exchange Policy.

12. Contact Us

Email: care@urbannaari.co.in
WhatsApp / Call: +91 7851024129
Support Hours: 10 AM – 7 PM IST | Monday to Saturday