Refund policy

RETURN, REFUND & CANCELLATION POLICY

Last updated: 17 August 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.

PART A — RETURNS & EXCHANGES

1. Return Window

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

2. Conditions for Return or Exchange

To be eligible, 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

Please refer to the size chart before placing your order. 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, or missing item: we pay. Return shipping is free, and a full refund or free replacement is provided.
  • Size or fit issue: eligible for exchange only, not refund. You bear the cost of shipping the item back to us, and a flat exchange shipping charge of ₹100 applies for the replacement. See Section 4.
  • Colour or design preference, or change of mind: not eligible for return, exchange, or refund.

Where the customer bears return shipping, you may either ship the item to our address yourself using a trackable courier, or request a reverse pickup, in which case the reverse pickup charge is payable in advance. The applicable charge will be confirmed to you in writing before the pickup is scheduled.

4. Size Exchange

If the size you received does not fit, you may request a size exchange within 7 days of delivery, subject to the conditions in Section 2. Size exchanges are handled as follows:

  1. Email support@urbanstuffs.com within 7 days of delivery with your order number, the size received, and the size required. Our team will confirm eligibility and stock availability, and share the return address in writing.
  2. You ship the item back to us at your own cost, using a trackable courier. Please do not ship before receiving our written confirmation — unauthorised returns cannot be processed.
  3. On arrival, the item undergoes a quality check, typically within 2–3 business days of receipt.
  4. Once the item clears quality check, a flat exchange shipping charge of ₹100 becomes payable. This covers the cost of dispatching the replacement to you and is payable online via a secure payment link sent by our team. Where online payment is not possible, the ₹100 may be collected as Cash on Delivery on the replacement shipment, at our discretion.
  5. The replacement is dispatched within 2 business days of payment confirmation, or of the replacement being handed to the courier in the case of a COD exchange.

Please note:

  • Exchanges are subject to stock availability in the size requested. If the size you need is unavailable, you may choose a different size or a different item of equal value, a store credit for the item value, or a refund of the item value. The original shipping and handling charge is not refunded in this situation.
  • One exchange is permitted per item. Replacements issued under a size exchange are final and are not eligible for any further return, exchange, or refund, except where the replacement itself arrives damaged, defective, or incorrect.
  • The replacement is dispatched only after the original item has been received and has cleared quality check. We are unable to dispatch replacements in advance.
  • If the exchange shipping charge is not paid within 7 days of our request, or if a COD exchange shipment is refused at the door, the original item will be returned to you at your cost and the exchange will be treated as closed.

5. Damaged, Defective, or Wrong Items

If you receive an item that is damaged, defective, incorrect, or incomplete, 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 or exchange charge is payable by you.

6. Non-Returnable Items

  • 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
  • Replacements previously issued under a size exchange, except where the replacement itself is damaged, defective, or incorrect

7. How to Raise a Return or Exchange

  1. Email support@urbanstuffs.com within 7 days of delivery with your order number and the reason for return or exchange.
  2. Our team will confirm eligibility and share return instructions and the return address within 24–48 business hours.
  3. Pack the item securely in its original packaging with all tags attached.
  4. Ship it back or 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.

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 QC, your refund is processed as set out in Part B below, or your exchange proceeds as set out in Section 4.

9. Summary — What You Are Entitled To

  • Damaged, defective, wrong, or missing item — full refund or free replacement. We pay all shipping.
  • Size or fit issue — exchange only. You pay return shipping; ₹100 exchange shipping charge applies for the replacement. No refund.
  • 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 exchange 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 requested a size exchange, the item cleared quality check, and no replacement in any size or of equal value was available

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 — 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 or fit issue — Not eligible for refund. Exchange only, as set out in Section 4.
  • Size exchange where no replacement is available — item value refunded. Shipping and handling charges are not refunded.
  • 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 or the Partial COD amount — are credited back to the original payment method: the same UPI ID, card, or bank account used at checkout.
  • 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
  • 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 gateway 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 payment gateway on your behalf.

18. Deductions

A refund or exchange may be reduced or declined where the 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.

19. Grievances

If you are dissatisfied with how a return, exchange, or refund has been handled, write to support@urbanstuffs.com with your order number and the subject line "Refund Grievance". We acknowledge grievances within 48 hours and aim to resolve them within 7 business days.

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

Once your return or exchange 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.