Refund policy

Return & Refund Policy

Last Updated: 15-01-2026

At URBAN SHELF, your satisfaction is our priority. If you're not completely happy with your purchase, we're committed to making it right. Please read this policy carefully before initiating a return.

1. Return Eligibility

We accept returns on items that meet all of the following conditions:

  • The item is unused, unwashed, and in its original condition
  • All original tags, labels, and documentation are intact
  • The item is in its original packaging
  • You have a valid receipt or proof of purchase

Items that do not meet these criteria will not be eligible for a return or refund.

2. Return Window

You have 48 hours from the date of delivery to initiate a return. Requests submitted after this period will not be accepted, so we encourage you to inspect your order promptly upon receipt.

3. Non-Returnable Items

The following categories are not eligible for return or refund:

  • Perishable goods (food, flowers, plants, etc.)
  • Customised or personalised items
  • Personal care products (beauty items, intimate apparel, etc.)
  • Gift cards and store credit vouchers

If you are unsure whether your item qualifies, please contact us before initiating a return.

4. Damaged, Defective, or Incorrect Items

We package every order with care, but if something arrives damaged, defective, or incorrect, we will resolve it promptly.

Unboxing Video Requirement To process claims for damaged, defective, or missing items, customers must submit a clear, continuous, and unedited unboxing video that shows:

  • The shipping label on the sealed package
  • The package being opened for the first time
  • The defect, damage, or missing item as it is discovered

Reporting Window All such claims must be reported within 48 hours of delivery. To file a claim, email your video along with your order number to urbanshelf1505@gmail.com.

Claims submitted without a valid unboxing video, or outside the reporting window, may not be eligible for a replacement or refund. This policy exists to protect both our customers and the integrity of our fulfilment process.

5. Refund Options

Once we receive and inspect your returned item, we will notify you of the outcome within [X business days]. If your return is approved, you may choose from the following refund options:

Option A — Store Credit (Recommended) Receive your refund as store credit or a gift card. All processing fees are waived, and we'll add a bonus of [X% or ₹X] to your credit balance as a thank-you for choosing to shop with us again.

Option B — Original Payment Method Receive your refund to your original payment method. Please allow [X–X business days] for the amount to reflect, depending on your bank or card issuer's processing time.

6. Exchanges

We offer exchanges only for items that are defective or damaged. If you require a different size or colour of the same product, please contact us at urbanshelf1505@gmail.com. All exchanges are subject to current stock availability.

7. Return Shipping

Return Shipping Fee A flat return shipping fee of ₹149 applies to all customer-initiated returns. This fee will be deducted from your refund at the time of processing. Return shipping is free of charge if the return is due to our error or a verified product defect.

Incorrect Address / Package Refusal If a package is refused at delivery or returned to sender due to an incorrect address provided by the customer, the carrier's return shipping charges will be deducted from the refund.

Lost Packages We strongly recommend using a trackable shipping service or purchasing shipping insurance when returning an item. Refunds are processed only after the returned package has been physically received and inspected at our facility. We are not liable for returns lost or delayed in transit.

8. Contact Us

For any questions, return requests, or claims, please reach out to our support team:

URBAN SHELF Customer Support Email: urbanshelf1505@gmail.com Business Hours: Monday–Saturday, 10:00 AM – 6:00 PM IST Address: Urban Shelf, Jewel, Kondhwa Bk, Pune, MH

We aim to respond to all queries within 48 hours.

This policy is subject to change without prior notice. The version published on our website at the time of your purchase shall apply to your order.