Return & Refund Policy
We stand by our products. If something's wrong, we'll make it right.
Return & Refund Policy
Overview
At The Urban Eaze, your satisfaction is our priority. We have a straightforward return and refund policy to ensure you shop with complete confidence. Since we operate through our fulfillment partner Dropship India, our return policy is aligned with their guidelines.
7-Day Return Window: You may request a return within 7 days of delivery for eligible reasons. Returns must be initiated by contacting our support team — we do not accept self-shipped returns without prior authorization.
What Is Eligible for Return?
- Item received in damaged or broken condition
- Defective or non-functional product
- Wrong item shipped (different from what was ordered)
- Item significantly different from product description
- Missing parts or accessories (as listed)
- Change of mind or buyer's remorse
- Item used, washed, or altered in any way
- Item without original packaging or tags
- Damage caused by misuse or improper handling
- Return request raised after 7 days of delivery
- Digital or downloadable products
Please Note: All return requests must be accompanied by unboxing video or clear photos of the defective/damaged item. This is mandatory for processing your return. We recommend recording an unboxing video for every order.
How to Initiate a Return
- Contact Us: Email support@theurbanease.in or reach out via our contact form within 7 days of delivery.
- Provide Details: Include your Order ID, name, phone number, and a brief description of the issue.
- Send Evidence: Attach clear photos or a short video showing the defect, damage, or wrong item.
- Await Approval: Our team will review your request and respond within 48 business hours.
- Return Shipment: If approved, we will share return shipping instructions. Do not ship items without authorization.
- Refund/Replacement: Once the return is received and inspected, we process your refund or replacement.
Refund Process
Upon approval of your return request and receipt of the returned item:
- Refunds are processed within 5–7 business days after the returned item is verified.
- The refund will be credited to your original payment method (UPI, credit card, debit card, bank account, etc.).
- For COD orders, refunds are processed as a bank transfer to the account details you provide.
- Bank processing times may add an additional 2–3 banking days for the amount to reflect in your account.
You will receive an email notification once your refund has been initiated. If you do not receive it within 10 business days, please contact us.
Exchanges
We currently do not offer direct exchanges. If you received a defective or wrong product, we will issue a refund and you may place a fresh order for the correct item. This ensures you receive the product faster without waiting for a back-and-forth exchange process.
Cash on Delivery (COD) Orders
For COD orders that are eligible for return:
- Refunds for COD orders will be processed as a bank transfer (NEFT/IMPS) to your bank account.
- Please provide your bank account details (account number, IFSC code, and account holder name) when initiating the return request.
- Refund processing takes 7–10 business days for COD orders.
If a COD order is refused at delivery without a valid reason, the order will be marked as cancelled and future COD orders from that address may be restricted.