Refund policy

RETURN, REFUND & CANCELLATION POLICY

Last updated: 10 September 2026

We want you to be satisfied with your purchase from urbanstuffs.com, operated by Complacenciaa (GSTIN 07BGKPG0937P2ZY). This policy covers returns, exchanges, cancellations, and refunds.

In short: if anything is wrong with what we sent you — damaged, defective, incorrect, incomplete — you are entitled to a full refund or a free replacement, and we pay all shipping. If the item is as described and the only issue is size or fit, we are unable to offer a return, exchange, or refund, but we do offer a subsidised replacement in the correct size and you keep the item you already have. The details are below.

Our Response Times

We aim to respond to all incoming customer emails within 3 business days. Throughout this policy, business days are Monday to Friday, excluding public holidays. Timelines that run in business days are counted accordingly.

If you have not heard from us within 3 business days, please write to us again with the same order number in the subject line, as occasionally a message does not reach our inbox.

PART A — RETURNS & EXCHANGES

1. Return Window

You may request a return within 7 days from the date of delivery. Requests raised after this window cannot be accepted.

Please note that size and fit issues are not eligible for return, exchange, or refund. Please choose your size carefully before placing your order. If the size you received does not fit, see Section 4 — Size Support below.

2. Conditions for Return

Where a return is accepted under this policy, the item must be:

  • Unused, unwashed, and unaltered
  • In its original condition with all tags, labels, and packaging intact
  • Free from stains, odours, perfume, deodorant marks, or signs of wear
  • Accompanied by the original invoice or order number

Items returned in a condition that does not meet these requirements will fail quality check and will be shipped back to you at your cost.

3. Return Shipping Charges

  • Damaged, defective, wrong item : we pay. Return shipping is free, we arrange the reverse pickup, and a full refund or free replacement is provided at your preference.
  • Size or fit issue: not eligible for return, exchange, or refund. Nothing needs to be shipped back to us and no courier cost is payable by you. A subsidised replacement in the correct size is available under Section 4 — Size Support.
  • Colour or design preference, or change of mind: not eligible for return, exchange, or refund.

4. Size or Fit — Size Support

Size and fit issues are not eligible for return, exchange, or refund. Instead, to help customers who require a different size, we offer the optional Size Support service described below.

Under Size Support, you keep the item already delivered to you, and we send you the same item in the size you need at a concessional price of ₹200, inclusive of GST and delivery.

How Size Support works:

  1. Email support@urbanstuffs.com within 7 days of delivery with your order number, the size received, the size required, and a clear photograph of the item with its original tag attached.
  2. Our team confirms eligibility and stock availability in the size requested, in writing, within 3 business days.
  3. You pay ₹200 online through a secure payment link sent by our team. Size Support replacements are prepaid only — Cash on Delivery is not available on a Size Support replacement.
  4. The replacement is dispatched within 2 business days of payment confirmation.
  5. A tax invoice for the ₹200 replacement is issued to you.

Please note:

  • You keep the original item. There is no return shipment, no reverse pickup, and no return courier charge payable by you. Nothing has to be sent back to us at any stage.
  • The ₹200 is the concessional price of a fresh item, not a return fee, exchange fee, or penalty. It is a separate supply and is invoiced accordingly.
  • Size Support is optional and entirely at your choice. You may decline it at no cost, and you keep the item delivered to you. Declining does not create any charge or obligation.
  • Subject to stock. If the size you need is unavailable, you may choose a different size of the same item, or a different item of equal value, at the same ₹200. If you would prefer not to, we close the request at no cost to you. If you have already paid the ₹200 and we are unable to dispatch any replacement, the ₹200 is refunded to you in full.
  • One Size Support replacement is permitted per item. Items received under Size Support are final and are not eligible for any further return, exchange, refund, or a second Size Support request, except where the replacement itself arrives damaged, defective, or incorrect, which is covered by Section 5.
  • If the ₹200 is not paid within 7 days of our request, the Size Support request is treated as closed. No further amount is due from you, and you retain the original item.
  • Size Support is a goodwill facility offered by us. It does not limit or replace your entitlements in respect of items that are damaged, defective, incorrect, incomplete, or not as described, which are set out in Section 5 and Part B and remain fully available to you.

5. Damaged, Defective, or Wrong Items

If you receive an item that is damaged, defective, incorrect, please report it within 48 hours of delivery at support@urbanstuffs.com with:

  • Your order number
  • Clear photographs of the item and the issue
  • An unboxing video, where available

In these cases we arrange a free reverse pickup and provide a full refund or a free replacement, at your preference. No return shipping cost, exchange charge, or Size Support charge is payable by you in any of these situations.

6. Non-Returnable Items

  • Items where the only issue is size or fit — see Section 4
  • Items marked "Final Sale" or "Non-Returnable" on the product page
  • Innerwear and other items excluded on hygiene grounds
  • Items damaged through misuse, improper washing, or normal wear after use
  • Free gifts and promotional items
  • Items received under Size Support, except where that item is itself damaged, defective, or incorrect

Nothing in this section applies to items that are damaged, defective, incorrect, incomplete, or not as described. Those are always covered under Section 5.

7. How to Raise a Return or a Size Support Request

  1. Email support@urbanstuffs.com within 7 days of delivery with your order number and the reason for your request.
  2. Our team will confirm eligibility in writing within 3 business days, and will share return instructions and the return address where a return applies.
  3. Where a return applies, pack the item securely in its original packaging with all tags attached.
  4. Hand it to the reverse pickup agent as instructed.

Please do not ship any return before receiving written confirmation from our team — unauthorised returns cannot be processed. Size Support requests require no shipment from you at all.

8. Quality Check and Processing

Returned items undergo a quality check on arrival at our warehouse, typically within 2–3 business days of receipt. Once the item clears quality check, your refund is processed as set out in Part B below. Size Support requests are not subject to quality check, as no item is returned.

9. Summary — What You Are Entitled To

  • Damaged, defective, wrong, or missing item — full refund or free replacement, at your choice. We pay all shipping.
  • Order not delivered, or lost in transit — full refund of all amounts paid.
  • Size or fit issue — not eligible for return, exchange, or refund. You keep the item, and a replacement in the correct size is available at ₹200 under Size Support, at your option.
  • Colour or design preference, or change of mind — not eligible for return, exchange, or refund.

PART B — CANCELLATIONS & REFUNDS

10. Our Payment Options

  • Prepaid: you pay the full order value online at the time of purchase and receive a prepaid discount, applied automatically at checkout.
  • Partial COD: you pay a shipping and handling charge online to confirm your order, and the balance is collected at the time of delivery in cash or by UPI.

The exact amount payable under each option is displayed at checkout before you complete your purchase. Refund treatment differs slightly between the two, as set out below.

11. Order Cancellation

Before dispatch: You may cancel at any time before your order is dispatched. Email support@urbanstuffs.com with your order number. For prepaid orders, the full amount paid is refunded. For Partial COD orders, the amount paid online is refunded in full.

After dispatch: Orders cannot be cancelled once dispatched. You may raise a return or a Size Support request after delivery, subject to Part A above.

We may cancel an order ourselves where the product is out of stock, the delivery address is unserviceable, a pricing or listing error has occurred, or we suspect fraudulent activity. In every such case a full refund of all amounts paid is issued, including the Partial COD amount, and we will notify you by email.

12. Partial COD — Shipping & Handling Charge

Cash on Delivery orders cost significantly more to fulfil than prepaid orders. When you select Partial COD at checkout, the amount payable online is a shipping and handling charge covering forward delivery, packaging, order handling, and return logistics.

This charge varies by order, based on the delivery location, order value, and delivery history associated with the address or contact number provided. The exact amount applicable to your order is always displayed at checkout before you confirm and pay.

This charge becomes non-refundable once your order has been dispatched, as the service it covers has by then been performed. If a Partial COD order is refused at the door, or is returned to us undelivered after all delivery attempts have been exhausted for reasons attributable to the customer, the charge is retained against the shipping and handling costs already incurred. No balance amount is collected in this situation, so no further amount is due from you.

The charge is refunded in full where you cancel before dispatch; where we cancel the order; where the shipment is lost or damaged in transit; where delivery fails due to a courier or merchant error; or where the item delivered is defective, incorrect, or incomplete.

Repeated refusal of Partial COD shipments may result in this payment option being disabled for your address or contact number on future orders.

13. When You Are Eligible for a Refund

  • Your order was cancelled before dispatch
  • We cancelled your order for any of the reasons above
  • Your shipment was lost or remains undelivered beyond 15 business days from dispatch
  • You received a damaged, defective, incorrect, or incomplete item
  • You returned a damaged, defective, incorrect, or incomplete item within the 7-day window and it cleared our quality check
  • You paid the ₹200 Size Support charge and we were unable to dispatch any replacement to you
  • An amount was debited from your account but your order was not confirmed — see Section 17

14. What Is Refunded

  • Cancelled before dispatch — Prepaid: full amount paid. Partial COD: amount paid online refunded in full.
  • Cancelled by us — Prepaid: full amount paid. Partial COD: all amounts paid, in full.
  • Lost in transit or undelivered — Prepaid: full amount paid. Partial COD: all amounts paid, in full.
  • Damaged, defective, wrong or missing item — Prepaid: full amount paid. Partial COD: all amounts paid, in full.
  • Size Support paid but no replacement dispatched — ₹200 refunded in full.
  • Size or fit issue — not eligible for refund. Size Support is available at ₹200 under Section 4, and you keep the original item.
  • Colour or design preference, or change of mind — not eligible for return, exchange, or refund.
  • Delivery refused at the door — Prepaid: amount paid less the delivery charge. Partial COD: amount paid online not refunded, adjusted against logistics cost.

15. How Refunds Are Paid

  • Amounts paid online — whether the full prepaid value, the Partial COD amount, or the ₹200 Size Support charge — are credited back to the original payment method: the same UPI ID, card, or bank account used at the time of payment.
  • Amounts paid in cash or by UPI to the delivery agent cannot be reversed through the original route. These are refunded by bank transfer or UPI to account details you provide. Our team will request these details in writing when your refund is approved.

We do not issue refunds in cash, and we do not refund to any account other than one confirmed by you in writing.

16. Refund Timelines

  • Cancellation before dispatch — initiated within 24–48 hours of cancellation
  • Returned item, after passing quality check — initiated within 48 hours of QC clearance
  • Damaged, defective, or wrong item — initiated within 48 hours of the item being received back
  • Shipment lost in transit — initiated within 48 hours of confirmation from the courier
  • Size Support charge, where no replacement could be dispatched — initiated within 48 hours of that confirmation
  • Cash or UPI-at-door amounts — initiated within 48 hours of receiving your account details

Once initiated, refunds to an original online payment method typically credit within 5–7 business days. Bank transfers for cash-collected amounts typically credit within 3–5 business days. The exact credit date depends on your bank and is outside our control.

17. Failed or Debited-but-Unconfirmed Payments

If an amount is debited from your account but your order is not confirmed, the transaction has failed at the bank and the amount is automatically reversed by your bank, typically within 5–7 business days. No action is required from you. If the amount is not credited within this period, email us your transaction reference or UTR number and we will take it up with the bank on your behalf.

18. Deductions

A refund may be reduced or declined where a returned item fails our quality check, is missing tags, packaging, or accessories, or shows signs of use, washing, or alteration. If a return fails QC, we will inform you with photographic evidence and ship the item back to you at your cost. This section does not apply to Size Support, as no item is returned.

19. Grievance Redressal & Escalation

We operate a two-level grievance process.

Level 1 — Customer Support. If you are dissatisfied with how a return, replacement, cancellation, or refund has been handled, write to support@urbanstuffs.com with your order number and the subject line "Refund Grievance". We respond within 3 business days and work to resolve the matter within 10 business days of your first email.

Level 2 — Escalation to the Grievance Officer. If your grievance is not resolved at Level 1 within 10 business days, or you are dissatisfied with the resolution offered, you may escalate it in writing to our Grievance Officer at mohit@urbanstuffs.com with the subject line "Grievance Escalation — Order #____". Please include your order number, a summary of the issue, and your correspondence with our support team.

The Grievance Officer acknowledges receipt of every escalation within 48 hours, and works to a resolution within 15 business days of receipt, and in any event within one month of receipt, in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

Grievance Officer
Mohit
Complacenciaa
Ground Floor, H No. 92, South Anarkali Extn., Khureji Khas,
New Delhi, East Delhi, Delhi – 110051, India
Email: mohit@urbanstuffs.com

20. Contact

Complacenciaa
GSTIN: 07BGKPG0937P2ZY
Ground Floor, H No. 92, South Anarkali Extn., Khureji Khas,
New Delhi, East Delhi, Delhi – 110051, India
Email: support@urbanstuffs.com
WhatsApp: +919711402348 — chat only
Support hours: Monday–Saturday, 10:00 AM – 6:00 PM IST
Email response time: within 3 business days (Monday to Friday)

Once your return request is approved, our support team will share the applicable return address with you in writing. Please do not ship any return before receiving this confirmation — unauthorised returns cannot be processed. Size Support requests require no shipment from you.