Refund policy

Last updated: 13 July 2026

At urbanselect, your satisfaction matters — and so does fairness and transparency. Because we want every customer to shop with confidence, this policy clearly explains when a return or refund applies, and the simple steps to request one. Please read it fully before ordering. This policy applies to orders shipped within India only.

When You’re Covered

We accept return/refund requests only in these cases:

The item arrived damaged or defective.
You received the wrong product (different from what you ordered).
Your order was missing an item.

To qualify, all of the following conditions must be met:

Requirement	Detail
Report window	The issue must be reported within 48 hours of delivery.
Unboxing video	A clear, continuous, unedited unboxing video — starting from the sealed parcel — is mandatory for every damage/defect/wrong/missing claim. Without this video, we are unable to process a claim.
Original condition	The item must be unused, unwashed, undamaged, with all tags, labels, accessories, free gifts, and the original packaging intact.
Proof of purchase	Your order number and the original invoice.

Why the unboxing video matters: It protects both you and us. It’s the single fastest way to verify a genuine issue and get your replacement or refund approved without back-and-forth. Please make it a habit before opening any parcel.

What We Do Not Cover

To keep our prices low and fair for everyone, we cannot accept returns or refunds for:

Change of mind / personal preference (e.g. you no longer want it, or didn’t like the colour, size, or style after delivery).
“Not as expected” based on subjective preference, where the product matches its description and images.
Minor variations in colour, shade, or packaging due to screen settings, photography, or supplier batch differences.
Damage caused after delivery through use, mishandling, washing, or improper care.
Claims reported after the 48-hour window, or without a valid unboxing video.
Used, washed, altered, installed, or tampered products.
Non-returnable items (see below).

Non-Returnable Items

For hygiene, safety, and practical reasons, the following are not eligible for return or refund unless they arrive damaged or defective (with unboxing video):

Custom, personalised, or made-to-order products
Innerwear, personal grooming, and hygiene/health-care items
Cosmetics, skincare, and beauty products once opened/used
Consumables and perishable goods
Items marked “Non-returnable” or “Final Sale” on the product page
Free gifts and promotional items

Refused & Undelivered Parcels (Important)

If you refuse to accept a parcel without a valid reason (such as visible damage at delivery), or a parcel is returned to us because of an incorrect/incomplete address or an unreachable recipient:

The order is treated as a failed delivery, not a return.
For prepaid orders, any refund will be issued after deducting the forward shipping, return-logistics, and a packing/handling charge already incurred (up to 2× the shipping fee plus 10% of the product value).
Repeated refusals or undeliverable orders may result in COD being disabled for your account.

Please only place an order you intend to accept. If you’re unsure, choose a prepaid method or contact us first.

Exchanges

We offer replacements/exchanges primarily for damaged, defective, or wrong items covered above.
If a replacement is unavailable, we’ll offer you a refund or store credit of equal value.
Size/variant exchanges for change-of-mind reasons are not offered.

How to Request a Return or Refund

Contact us within 48 hours of delivery at care@urbanselect.in
Include your order number, a short description of the issue, and your unboxing video plus clear photos.
Our team will review and respond within 2 business days.
If approved, we’ll guide you through the next steps (replacement or refund). If a physical return is required, we’ll share the return address and instructions.

Refund Process & Timing

Once your claim is approved (and, where applicable, the returned item is received and inspected), your refund is initiated to your original payment method.
Refunds are typically processed within 7–10 business days after approval. Depending on your bank or payment provider, it may take a few additional days to reflect.
For COD orders, approved refunds are issued via UPI or bank transfer — we’ll collect the necessary details from you.
Shipping charges (if any) are non-refundable except where the fault is ours.

Return Shipping Costs

If the issue is our fault (damaged, defective, wrong, or missing item), we cover the return shipping.
For any return we approve as a courtesy that is not our fault, return shipping is borne by you.