Refund & Returns Policy
Returns & Refunds Policy
At Urban Gens, we strive to ensure that you are completely satisfied with your purchase. If you are not fully happy with the product(s) you’ve received, we offer a simple and transparent return and refund process. Please read our policy below for details on how to return items and request refunds.
1. Eligibility for Returns
You can return an item if it meets the following conditions:
- The item must be unused, unworn, and in its original packaging.
- The return must be initiated within 7 days of receiving the product.
- All tags, labels, and accessories must be intact, and the product must be in resellable condition.
Note: Certain items such as underwear, swimwear, or sale items may not be eligible for return due to hygiene reasons or special promotional offers. These exclusions will be mentioned at the time of purchase.
2. Return Process
To initiate a return, please follow these steps:
- Contact Customer Support: Email us at support@urbangens.com with your order number, reason for the return, and photos of the product (if applicable).
- Approval Confirmation: Once your return request is approved, we will provide you with instructions on how to ship the product back to us.
- Ship the Product: Return the item to the address provided using a reliable courier service. Please ensure that the product is securely packaged to avoid damage in transit.
Note: Customers are responsible for the shipping costs of returning the item unless the return is due to a defect or an error on our part (such as receiving the wrong item).
3. Non-Returnable Items
The following items are not eligible for return:
- Products purchased during clearance or sale events
- Customized or personalized items
- Underwear, swimwear, or any other product that falls under our hygiene policy
- Gift cards or vouchers
4. Damaged or Defective Items
If you receive a damaged or defective product, please contact us at support@urbangens.com within 48 hours of delivery. Kindly provide details of the issue, along with photographs of the product and packaging. We will arrange a replacement or offer a refund, as applicable, without additional cost to you.
5. Refunds
Once we receive your returned item, it will be inspected to ensure that it meets our return conditions. If approved, your refund will be processed within 7-10 business days. The refund will be credited to the original payment method used during purchase.
- Refund Method: Refunds will be made back to your credit/debit card, UPI account, or bank account, depending on how the payment was originally made.
- Refund Time: After approval, refunds typically take 7-10 business days to reflect in your account. If you have not received your refund after this period, please contact your bank or payment provider for further details.
6. Exchanges
We currently do not offer direct exchanges for items. If you wish to exchange a product, you will need to return the item as per the above process and place a new order for the desired product.
7. Order Cancellations
- Before Dispatch: If you wish to cancel an order before it is dispatched, please contact us at support@urbangens.com with your order number as soon as possible. If the order has not been processed, we will cancel it and issue a full refund.
- After Dispatch: Orders that have already been dispatched cannot be canceled. In such cases, you may follow the return process outlined above once you receive the product.
8. Late or Missing Refunds
If you haven’t received your refund within the stated time, please take the following steps:
- Check with your bank or credit card provider as processing times may vary.
- Contact Us at support@urbangens.com if you’ve checked with your bank and still have not received the refund after 10 business days.
9. Contact Us
For any questions or concerns regarding returns or refunds, feel free to get in touch with our customer support team:
- Email: support@urbangens.com
