URBABY Shop – Returns, Replacement & Exchange Policy
At URBABY Shop, we strive to provide high-quality products and exceptional service. This policy outlines the conditions and procedures for returns, replacements, and exchanges for purchases made through our website or mobile app. Please read this carefully to understand your rights and responsibilities.
General Guidelines
- This policy applies exclusively to orders placed through the URBABY Shop website or mobile app.
- Returns, replacements, and exchanges are only accepted for products that meet the conditions detailed below.
- Certain products (e.g., hygiene-related items, diapers, virtual products and feeding accessories) are non-returnable for health and safety reasons.
- Customers must provide proof of purchase (invoice or order ID) for processing any request.
- Payment gateway policies and compliance guidelines are strictly adhered to in all processes.
Conditions for Returns
You may request a return under the following circumstances:
Defective/Damaged Product: The product received is defective, damaged, or not as described.
Eligibility Period: Returns must be initiated within 7 days of delivery.
Product Condition: The product must be unused, unwashed, and in its original packaging with all tags and accessories intact.
Non-Returnable Items Include:
- Personal hygiene products, including diapers and wipes.
- Opened or used feeding bottles, nipples, or accessories.
- Customized, personalized, or perishable items.
- Virtual or Downloadable products.
Replacement Policy
Replacements are provided for:
- Damaged or Incorrect Products: If the delivered product is damaged or incorrect.
- Conditions: Requests must be raised within 7 days of receiving the product.
- Stock Availability: Replacements are subject to stock availability. If unavailable, a refund will be issued.
Exchange Policy
Exchanges are permitted for:
Clothing and Footwear: Exchanges due to size or fit issues.
Eligibility: Requests must be initiated within 7 days of delivery.
Product Condition: The product must be unused, unwashed, and in its original condition with all tags intact.
Refund Policy
- Refunds will be issued to the original payment method (credit card, debit card, UPI, net banking, etc.).
- For COD orders, refunds will be processed to account or wallet (details will be requested during the refund process).
- Timeline: Refunds are typically processed within 7-10 business days after approval.
- Deductions: Refunds may exclude coupons, non-refundable shipping charges unless the return is due to our error.
Process for Returns, Replacements, and Exchanges
Initiate Request:
- Log in to your account on the URBABY Shop website or mobile app, navigate to My Orders, and select the product to initiate a return, replacement, or exchange.
- Alternatively, contact our support team at support@urbabyshop.com or call us at +91-889-101-9420.
- Verification: Our team will verify your request and provide the necessary instructions.
Product Pickup:
- For eligible orders, our logistics partner will arrange a pickup.
- Alternatively, you may need to courier the product to our warehouse (details will be shared).
- Inspection: The returned product will undergo quality checks. Approval or rejection will be communicated within 48 hours of receiving the product.
- Resolution: Once approved, a replacement, exchange, or refund will be processed as applicable.
No Return/Replacement Accepted
If the product is not eligible for a replacement or exchange after delivery for any reason, such as the product being out of stock, the return pickup for the product unavailable, or any other similar reason, you may return the product within the return period after delivery.
Please return the product in its original packaging, including all parts and freebies. When returning a product, please make sure that it is correctly packed. Please note that if an Incorrect Product(s) is handed by you to our Courier Service Partner, URBABY shall not be responsible for any loss/damage/theft caused to such Incorrect product while in transit or otherwise.
At the time of Pick up, certain products may be subjected to doorstep Quality Control Inspection. The Quality Control parameters like Same Brand, Style, Color, Size, no of pcs in the pack, Same Brand Box Packaging, Same Box packaging in No Damage condition (Resalable), No Missing accessories like laces, flower, bow, tie, etc., Security tag on garment, Used/Unused may be checked by the courier partner. If any of the parameters are not met, the return request of the product may be put on hold. Please note, you can raise another Return request as long as the return window for that product has not expired.
Once the original product(s) has been received at our Facility and the quality check has been carried out, your replacement/exchange product will be shipped to your given address, in case of returns, the refund for the original product(s) will be processed, as applicable.
A fixed shipping charge of Rs. 60 shall be levied if the customer refuses to accept the original order with products eligible for replacement/exchange only or if the customer refuses to accept the replacement/exchange product(s), once the same has been shipped to the customer.
If any or all of the products that were originally part of an order placed using a coupon or offer are returned, then the coupon code/offer will no longer be applicable on the order. The benefit of the coupon/offer will also not be included in the refund. However, in the case of a replacement / exchange, the replacement/exchange order will get the benefit of the same coupon code/offer that was applied to the original order.
For products under the Furniture category, you may be eligible to return the product within 48 hours post-delivery in case of damage, defects, if there are parts or components missing, if the product delivered to you was different from what you had ordered or the product is non-functional.
If you place a return request on a product with which a free product was associated, then the free product may also get cancelled if such free product has not been dispatched or in transit for delivery at Customer’s designated location (even if the Return request is cancelled).
Key Policy Notes
Return Shipping: In case of incorrect or defective products, return shipping costs will be borne by URBABY Shop. For all other returns, customers are responsible for return shipping costs.
Payment Gateway Compliance: Refunds, replacements, and exchanges are processed in adherence to payment gateway policies, ensuring secure and seamless transactions.
Fraudulent Claims: Abuse of the return policy or fraudulent claims may result in order cancellation and account suspension.
Frequently Asked Questions
Q: What happens if the product I want to return is out of stock?
A: If a replacement is unavailable, you will receive a full refund for the product.
Q: Can I cancel my order?
A: Orders can be cancelled before shipping. Post-shipping, cancellation is subject to our return policy.
Q: What documents are required for returns?
A: A copy of the invoice and the order ID must be provided during the return request.
Contact Us
For further assistance or queries, please reach out to us:
Email: support@urbabyshop.com
Phone: +91-889-101-9420
Office Address: T/C 10-104-1, Samskara Lane, Powdikonam P.O, Sreekariyam, Trivandrum, Kerala, India.
This policy is designed to offer a seamless shopping experience while ensuring transparency, quality, and compliance. We thank you for choosing URBABY Shop – Your Baby, Our Care!
