Cancellation, Return and Refund Policy

In keeping with The Urban Wardrobe’ goal of ensuring User satisfaction, this cancellation, return and refund Policy (“Cancellation, Return and Refund Policy”), together with the terms of use sets out The Urban Wardrobe’ procedures and policies in accepting: (a) Product cancellations before the Product is delivered to a User; or (b) Product returns, once a Product has been delivered to a User after purchase from the Platforms.

Any return or cancellation of Products by Users shall be governed by and subject to the terms and conditions set out under this Cancellation, Return and Refund Policy.

Users are required to peruse and understand the terms of this Cancellation, Return and Refund Policy. If you do not agree to the terms contained in this Cancellation, Return and Refund Policy, you are advised not to accept the Terms of Use and may forthwith leave and stop using the Platforms. The terms contained in this Cancellation, Return and Refund Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.

1. ORDER CANCELLATION POLICY

1.1 Cancellation Before Dispatch

A User is permitted to fully or partially cancel orders prior to its dispatch from The Urban Wardrobe. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so through my account section of website or by sending an email to contact@theurbanwardrobe.in or calling at 9456333016.

Prepaid Orders

• If the cancellation request is approved before dispatch, a full refund of the order value will be processed to the original payment method.
• Refunds are generally processed within 7-10 business days after approval.

Cash on Delivery (COD) Orders

• COD orders may be cancelled before dispatch without any cancellation charges.
• The Urban Wardrobe reserves the right to disable COD facilities for customers who repeatedly place and cancel COD orders.

1.2 Cancellation After Dispatch

Once an order has been shipped, cancellation requests cannot be accepted.

Customers may be eligible for an exchange or return only in accordance with the terms outlined in this Policy under para 2.

1.3 Customized and Made-to-Order Products

Orders for the following products cannot be cancelled once production, customization, stitching, embroidery, tailoring, or processing has commenced:

• Bridal Lehengas
• Customized Ethnic Wear
• Tailor-made Products
• Personalized Products
• Made-to-Order Collections

Any advance payment made towards such orders shall be non-refundable.

1.3 Cancellation by The Urban Wardrobe

The Urban Wardrobe reserves the right to cancel any order at its sole discretion under circumstances including but not limited to:

• Product unavailability or inventory errors.
• Pricing or typographical errors.
• Incomplete or incorrect customer information.
• Non-serviceable delivery locations.
• Failure of payment authorization.
• Suspected fraudulent transactions.
• Regulatory, legal, operational, or logistical restrictions.

2. RETURN POLICY

2.1 Eligible Returns

Easy 7 days return from the date of delivery – as long as the product is unused, in original condition and the price tags are intact.

If the User is dissatisfied with the purchased Product received from The Urban Wardrobe, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by The Urban Wardrobe after due verification at its sole discretion) or in case of late delivery (except in case of force majeure), a User may initiate a request for returning the Product through email at contact@theurbanwardrobe.in or calling at 9456333016 or through my account section of website. The User shall initiate such requests for a return not later than 7 (seven) days from the date on which he/she received the delivery of the Product.

The User can only return Non-returnable Products if there are defects and deficiencies in the Product (attributable to, and accepted by The Urban Wardrobe after due verification at its sole discretion) or if such Non-returnable Products are delivered late (except in case of force majeure). The User shall initiate a request for returning such Non-returnable Products on the Platforms not later than 7 (seven) days from the date of delivery of Product.

The Urban Wardrobe also accepts partial returns wherein the user can raise a return request for one or all Products.

At the time of creation of this return / refund request, the User shall specify the preferred mode of refund i.e. either the User’s bank, if the User had used the cash on delivery mode of payment.

The User will be required to produce a copy of the original invoice at the time of placing a request for return of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Cancellation, Return and Refund Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour.

2.2 Return of or refund for purchased Products shall not be entertained by The Urban Wardrobe if:

• the Product has been used for reasons apart from checking fit and comfort. If The Urban Wardrobe is satisfied that the Product has been used for reasons apart from checking fit and comfort, The Urban Wardrobe shall reserve the right to reject the return of the Product;
• the Product has been washed;
• the price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
• there are any dents, scratches, tears or any other damage to the Products or any part thereof;
• The Urban Wardrobe is satisfied that the Product has been rendered defective or unusable;
• if the User in any way breaches the Cancellation, Return and Refund Policy

2.3 Return Request Process

To initiate a return request, customers must:

1. User may initiate a request for returning the Product through email at contact@theurbanwardrobe.in or calling at 9456333016 or through return option available in my account section of website after login.
2. If return request is raised via email or call then user must provide:

• Order Number
• Photographs of the product
• Clear images of tags and packaging
• Unboxing video (mandatory for damage or wrong product claims)

The Urban Wardrobe reserves the right to request additional information for verification purposes.

2.3 Quality Verification

All returned products shall undergo quality inspection upon receipt.

The Urban Wardrobe shall initiate a process of refund of the monies paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund.

It is further clarified that The Urban Wardrobe shall not be required to make any refund or return the Product that it deems ineligible for a refund or return based on such quality checks.

3. NON-RETURNABLE PRODUCTS

The following products are not eligible for return:

• Customized products
• Stitched or altered garments
• Customized Bridal wear
• Made-to-order products
• Gift cards and vouchers

Returns shall also not be accepted if:

• the Product has been used for reasons apart from checking fit and comfort. If The Urban Wardrobe is satisfied that the Product has been used for reasons apart from checking fit and comfort, The Urban Wardrobe shall reserve the right to reject the return of the Product;
• the Product has been washed;
• the price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
• there are any dents, scratches, tears or any other damage to the Products or any part thereof;
• The Urban Wardrobe is satisfied that the Product has been rendered defective or unusable;
• if the User in any way breaches the Cancellation, Return and Refund Policy

4. EXCHANGE POLICY

4.1 Size Exchange

The Urban Wardrobe offers a one-time size exchange facility subject to the following conditions:

• Exchange request must be made within 7 days of delivery.
• Product must be unused and in original condition.
• Original tags and packaging must remain intact.
• Exchange is subject to stock availability.

4.2 Exchange Procedure

After approval:

• Reverse pickup may be arranged where service is available.
• Customers may be required to self-ship products if reverse pickup is unavailable.
• The replacement product shall be shipped after successful quality inspection.

4.3 Exchange Charges

The Urban Wardrobe reserves the right to charge reasonable shipping and handling fees for exchanges.

Such charges, if applicable, shall be communicated before processing the exchange.

4.4 When Exchanges Are Not Allowed

Exchange requests shall not be accepted for:

• Customized products
• Stitched or altered garments
• Customized Bridal wear
• Made-to-order products
• Gift cards and vouchers

5. COLOR, FABRIC & HANDWORK VARIATIONS

Customers acknowledge and agree that:

• Product colors may vary slightly due to monitor settings, lighting conditions, and photography.
• Handmade products may have minor irregularities that are characteristic of handcrafted workmanship.
• Embroidery placement, print patterns, motifs, embellishments, and fabric textures may vary slightly.

Such variations shall not be considered defects and shall not qualify for return, exchange, or refund.

6. REFUND POLICY

6.1 Refund Eligibility

Refunds shall only be issued under the following circumstances:

• Order cancelled before dispatch.
• Approved return due to damage or manufacturing defect.
• Wrong product delivered.
• Product unavailable after order confirmation.
• Order cannot be fulfilled by The Urban Wardrobe.

6.2 Refund Processing

Prepaid Orders

Approved refunds shall be credited to the original payment method used during purchase.

Processing time:

• 7-10 business days after approval.

Cash on Delivery Orders

For Cash on Delivery (COD) orders, customers may be required to provide their bank account details or UPI ID for processing approved refunds. Such details may be submitted at the time of raising the refund request or subsequently upon request by The Urban Wardrobe.

Customers may provide the required refund details through the applicable platform or communication channel made available by The Urban Wardrobe, including but not limited to:

The “My Orders” section of their account after logging into the website;
Email communication with the Customer Support team; or
Any other mode specified by The Urban Wardrobe from time to time.

The customer shall be solely responsible for ensuring that the bank account, UPI ID, and other payment details provided are accurate and complete. The Urban Wardrobe shall not be liable for any delay, failure, or incorrect processing of refunds resulting from inaccurate, incomplete, or incorrect information furnished by the customer.

6.3 Shipping Charges

Original shipping charges are non-refundable except where:

• Wrong product was delivered.
• Product was damaged during transit.
• Product contained a verified manufacturing defect.

7. REVERSE PICKUP

Return of purchased Products are facilitated through The Urban Wardrobe’s reverse-logistics partners. The Urban Wardrobe has made reasonable endeavors to ensure delivery and pick-ups across all location in country via partnership with its reverse-logistics partner.

Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by The Urban Wardrobe, The Urban Wardrobe’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to The Urban Wardrobe.

Reverse pickup services are subject to serviceability and courier partner availability.

If reverse pickup is unavailable at the customer’s location:

• Customers may be required to self-ship the product.
• Reasonable courier charges may be reimbursed upon approval and submission of valid shipping receipts.

8. FRAUDULENT OR ABUSIVE CLAIMS

The Urban Wardrobe reserves the right to reject any return, exchange, refund, or replacement request where:

• False information is provided.
• Evidence appears manipulated or misleading.
• Repeated abuse of return policies is detected.
• Returned product does not match the originally shipped product.

In such cases, no refund or replacement shall be provided.

9. FORCE MAJEURE

The Urban Wardrobe shall not be liable for delays, cancellations, or inability to perform obligations caused by circumstances beyond reasonable control, including but not limited to:

• Natural disasters
• Floods
• Earthquakes
• Government restrictions
• Strikes
• Pandemic situations
• Transportation disruptions

10. CUSTOMER SUPPORT

For any return, exchange, cancellation, or refund queries, please contact:

Email: contact@theurbanwardrobe.in
Phone: +91-9456333016
Address: Ground Floor, Shop No. 1/2, Satyaratan Niwas, H No. 1268, CTS No 638, Behind Kajari Sweets,Nashik Ves, Sinnar, Nasik, Maharashtra-422103

[9:00 AM – 5:00 PM from Monday – Saturday]

11. GRIEVANCE OFFICER

In accordance with applicable laws, customers may contact our Grievance Officer:

Email: contact@theurbanwardrobe.in
Phone: +91-9456333016
Address: Ground Floor, Shop No. 1/2, Satyaratan Niwas, H No. 1268, CTS No 638, Behind Kajari Sweets,Nashik Ves, Sinnar, Nasik, Maharashtra-422103

[9:00 AM – 5:00 PM from Monday – Saturday]

Response Time: Within 7 working days