Refunds and Cancellations

Urbancentr – Urban Style. Central You.

1. Introduction

This Refunds & Cancellations Policy outlines the terms and conditions governing order cancellations, returns, refunds, and exchange requests for purchases made on Urbancentr (https://urbancentr.com/). We strive to ensure a transparent, fair, and customer-friendly process.

For policy inquiries, contact us:

Phone: 9540034242
Email: shumedienterprisepvtltd@gmail.com
Address: PLOT NO. 3/607, JAINA TOWER, Janakpuri District Centre Flyover, West Delhi, Delhi, India – 110058

2. Order Cancellation Policy

2.1 Cancellation Eligibility

You may cancel your order under the following conditions:

Cancellations can be made ONLY if:

Your order has NOT been dispatched from our warehouse
Your order status shows “Processing” or “Pending Shipment”
The cancellation request is made within 24 hours of placing the order

Cancellations CANNOT be made if:

Your order has already been dispatched/shipped
Your order is out for delivery
Your order has been delivered
Your order status shows “Dispatched” or “Out for Delivery”

2.2 How to Cancel an Order

Step 1: Log into your Urbancentr account
Step 2: Go to “My Orders” section
Step 3: Locate the order you wish to cancel
Step 4: Click “Cancel Order” button (if available)
Step 5: Select reason for cancellation
Step 6: Confirm cancellation

Alternative Method:
Contact our customer support team immediately:

Phone: 9540034242
Email: shumedienterprisepvtltd@gmail.com
Customer Support Form: Available on website

2.3 Cancellation Processing Time

Order Status Update: Cancellation status updates within 1-2 hours
Refund Initiation: Refund process begins within 24 hours of cancellation confirmation
Refund Credit: Refund appears in your account within 5-7 business days

2.4 Cancellation Charges

No cancellation charges are applicable if the order is cancelled before dispatch.

However, if you cancel an order that has already been dispatched:

A return shipping fee of ₹50-100 may be deducted depending on location
This fee will be clearly communicated before processing the return

3. Return & Exchange Policy

3.1 Return Eligibility Window

7-Day Easy Return Policy: You have 7 days from the date of delivery to initiate a return request.

Returns are ELIGIBLE if:

Item is unused and in original, unworn condition
All original tags are attached and intact
Item is not damaged, stained, or altered in any way
Item comes with all original packaging and components (if applicable)
Return request is initiated within 7 days of delivery
Item has not been washed or worn

Returns are NOT ELIGIBLE if:

Item shows signs of wear, washing, or use
Original tags are removed or damaged
Item is damaged, stained, or altered
Item is returned beyond 7 days of delivery
Item is final sale or marked as non-returnable
Return initiated without proper documentation

3.2 Items Eligible for Return

Returnable Items:

T-shirts, shirts, and casual wear
Kurtas, dresses, and ethnic wear
Jeans and trousers
Dresses and skirts
Tops and tunics
Kids’ clothing
Accessories (unused)
Bags (unused, with original packaging)
Shoes (unworn, with original packaging)

Non-Returnable Items:

Intimate apparel (undergarments, bras, innerwear)
Swimwear (for hygiene reasons)
Items marked “Final Sale”
Custom or personalized items
Items purchased during final sale events
Clearance or discounted items marked as non-returnable

3.3 How to Initiate a Return

Online Return Request:

Log into your Urbancentr account
Navigate to “My Orders”
Select the order containing the item to return
Click “Initiate Return”
Select the item(s) you want to return
Choose reason for return
Upload photos of the item (showing tags, condition, packaging)
Confirm return initiation

Return Confirmation:

You will receive a return confirmation email within 2 hours
Confirmation includes Return Merchandise Authorization (RMA) number
RMA number is required for all returns

3.4 Return Shipping

Prepaid Return Labels:

For orders above ₹500: Prepaid return label is provided
For orders below ₹500: Customer bears return shipping cost of ₹50-100
Return label will be sent via email with your return confirmation

Shipping Address for Returns:
Returns should be shipped to:

URBANCENTR RETURNS PLOT NO. 3/607, JAINA TOWER Janakpuri District Centre Flyover West Delhi, Delhi, India – 110058

Important: Always include your RMA number on the return package. Packages without RMA numbers may not be processed.

3.5 Return Inspection & Processing

Timeline:

In-Transit: 3-5 business days
Receipt & Inspection: 2-3 business days after receipt
Refund Initiation: Within 24 hours of inspection approval
Refund Credit: 5-7 business days after initiation

Our Inspection Process:

Verify RMA number and package contents
Inspect item condition and authenticity
Check for original tags and packaging
Confirm eligibility for refund
Process approval or rejection with reason

Inspection Criteria:

Item is unworn and unaltered
Original tags are present and undamaged
Packaging is intact
Item condition matches description
No signs of wash, wear, or use

3.6 Refund Processing

Refund Amount:

Full refund of product price
Return shipping cost (if applicable): Not refunded
Original shipping charges: Partially refunded (30-50% depending on circumstances)
Taxes and duties: Refunded in full

Refund Methods:

Original Payment Method: Refund credited back to original source (Credit/Debit Card, Net Banking, Digital Wallet)
Processing Time: 5-7 business days after refund initiation
Bank Processing: Additional 2-3 days may be required depending on your bank

3.7 Partial Returns

If you return a multi-item order partially:

Individual item refunds are processed based on returned items
Other items in the order continue as per original terms
Return shipping charges may apply to partial returns

3.8 Exchange Policy

Item Exchange (Instead of Return):
If you wish to exchange an item for a different size or color:

Eligibility:

Item meets all return eligibility criteria
Exchange item is available in stock
Requested item is same or similar price

Process:

Contact customer support with exchange request
Provide original item’s order number and RMA number
Specify size/color/style of replacement item
If exchange item costs more: Pay the difference
If exchange item costs less: Remaining balance credited as store credit

Exchange Shipping:

For orders above ₹500: Prepaid shipping labels provided for both directions
For orders below ₹500: Customer may bear return shipping cost
Forward shipping of replacement item is complimentary

Exchange Processing Time:

Return shipping: 3-5 days
Inspection: 2-3 days
Dispatch of replacement: 1-2 days
Total timeline: Approximately 8-12 days

4. Damaged or Defective Items

4.1 Reporting Damage or Defects

If you receive a damaged, defective, or wrong item:

Report Within 48 Hours:
You must report the issue within 48 hours of delivery for claims to be valid.

How to Report:

Contact customer support immediately
Provide order number and item details
Upload photos showing damage/defect
Describe the issue in detail
Keep original packaging for inspection

Contact Details:

Phone: 9540034242
Email: shumedienterprisepvtltd@gmail.com
Live Chat: Available on website

4.2 Damage Claim Process

Step 1: Report & Documentation (48 hours)

Report damage with clear photographic evidence
Include photos of packaging, item, and damage
Provide detailed description

Step 2: Assessment (2-3 business days)

Our team reviews submitted photos
Determines if damage is manufacturing defect or transit damage
Decides on replacement or full refund

Step 3: Resolution (5-7 business days)

For Manufacturing Defect: Free replacement dispatched
For Transit Damage: Replacement/Refund offered with prepaid return label
For Wrong Item: Immediate replacement without return of original item

4.3 Damage Replacement

No Questions Asked:

Manufacturing defects receive automatic replacement
Free shipping for replacement item
Original item return may be optional (communicated case-by-case)

Transit Damage:

Replacement offered with prepaid return label
Alternative: Full refund of product price
Return shipping cost: Covered by Urbancentr

5. Wrong Item or Order Received

5.1 Reporting Wrong Item

Report Within 24 Hours:
If you receive the wrong item, report within 24 hours of delivery.

Report Process:

Contact customer support with order details
Specify what you ordered vs. what you received
Upload photos of received item and its tags
Provide delivery confirmation details

5.2 Wrong Item Resolution

Urbancentr’s Responsibility:

Correct item will be sent immediately at no additional cost
Prepaid return label provided for wrong item
Full refund of any price difference (if applicable)
Expedited delivery of correct item

Timeline:

Correct item dispatched within 24-48 hours
Wrong item return: 5-7 days
No cost to customer

6. Quality Issues & Defects

6.1 Manufacturing Defects

Covered Defects:

Stitching issues or loose seams
Color bleeding or fading (before washing)
Fabric tears or holes
Printing defects or misalignment
Zipper/button failures
Label issues or detachment

Process:

Report with photographic evidence
Assessment within 24-48 hours
Free replacement or full refund

6.2 Not Covered

Not considered manufacturing defects:

Normal color variation between dye batches
Minor stitching variations (acceptable in handmade items)
Fabric texture changes after washing
Color change after washing (unless explicitly stated)
Size variations within acceptable manufacturing tolerances
Wear from normal use

7. Refund FAQs

Q: What is your return window?
A: 7 days from delivery date for unused items with original tags.

Q: Do I have to pay for return shipping?
A: For orders above ₹500, return shipping is prepaid. For orders below ₹500, return shipping fee of ₹50-100 may apply.

Q: How long does the refund take?
A: After inspection and approval, refunds are credited within 5-7 business days, plus 2-3 days for bank processing.

Q: Can I exchange an item for a different size?
A: Yes, exchanges are available if the item is unused and within the 7-day window.

Q: What if my item arrives damaged?
A: Report within 48 hours with photos, and we’ll send a replacement immediately at no cost.

Q: Can I cancel an order after it’s dispatched?
A: Once dispatched, you cannot cancel but can return it within 7 days of delivery.

Q: Are swimwear and undergarments returnable?
A: No, for hygiene reasons, intimate apparel cannot be returned.

Q: What if I’m unsatisfied with the quality?
A: If the item is unused and in original condition, it’s eligible for return within 7 days.

Q: Can I get a refund for a sale/discounted item?
A: Most items are returnable. Some final sale items may not be returnable—check product page.

Q: How do I track my return?
A: You’ll receive an RMA number and can track the return shipment using the provided label.

8. Non-Returnable Items & Exceptions

8.1 Explicitly Non-Returnable

Intimate Apparel: Bras, undergarments, innerwear (hygiene reasons)
Swimwear: Swimsuits and beachwear (hygiene reasons)
Custom Items: Personalized or customized orders
Final Sale Items: Marked as “Final Sale” or “No Returns”
Clearance Items: May be non-returnable (check product page)
Gift Cards & Digital Products: Non-returnable

8.2 Final Sale Items

Certain items are marked as “Final Sale” on the product page:

These items cannot be returned or refunded
Check product page carefully before purchasing
Discounts on final sale items are non-refundable
In case of defect, replacement may be offered

8.3 Exceptions & Special Cases

We reserve the right to:

Refuse returns that don’t meet policy criteria
Request additional documentation or inspection
Hold/delay refunds for questionable returns
Escalate disputes to management team

Special Circumstances:
Contact customer support for:

Items outside the 7-day window
Partially worn items with justifiable reason
Quality concerns requiring investigation
Bulk or corporate orders

9. Return & Refund Disputes

9.1 Dispute Resolution Process

If you disagree with our return/refund decision:

Step 1: Request Review (within 7 days)

Email our support team with:
- Order number
- RMA number
- Your detailed reason for dispute
- Additional photos or evidence

Step 2: Management Assessment (3-5 business days)

Senior team reviews your case
May request additional information
Assessment is final and binding

Step 3: Resolution

Decision communicated via email
If approved: Refund/replacement processed
If denied: Final decision with explanation

Contact for Disputes:

Email: shumedienterprisepvtltd@gmail.com
Subject: “Refund Dispute – [Order Number]”

9.2 Legal Rights

You retain all consumer protection rights under Indian law
You may escalate to consumer redressal authorities if necessary
This policy does not supersede statutory rights

10. Special Situations

10.1 Defective Batch/Recall

If we identify a defect in a batch of products:

We’ll proactively contact affected customers
Full refunds or replacements offered
Return process expedited
No questions asked

10.2 Size Issues

If item doesn’t fit:

Item must be unused and have original tags
Eligible for exchange to different size
Prepaid return label provided
Standard return process applies

10.3 Color Variation

If color differs from website:

Photo evidence required
Minor variation may be due to screen display
If significant variation: Eligible for return/exchange
Assessment required (2-3 business days)

10.4 Promotional/Discount Refunds

Items purchased with discount or promotion:

Refund amount: Actual amount paid (including discount)
Promotional credits: Not refundable separately
Sale prices: Refunded at sale price (not original price)

11. Bulk & Corporate Orders

11.1 Special Return Terms

Bulk and corporate orders may have modified return/refund terms:

Minimum order thresholds apply
Returns window may differ (typically 5-10 days)
Minimum return quantity requirements may apply
Contact sales team for specific terms

Contact:

Email: shumedienterprisepvtltd@gmail.com
Phone: 9540034242

11.2 Corporate Gifting

Bulk orders for corporate gifting:

Special pricing available
Custom return terms negotiated
Expedited processing offered
Dedicated support provided

12. International Orders (Future)

Currently, Urbancentr ships only within India. When international shipping becomes available:

Return shipping cost: Borne by customer
Return processing: May take longer (10-15 days)
Refunds: Subject to international transfer fees
Specific T&Cs will be communicated

13. Policy Updates & Changes

13.1 Changes to Policy

We may update this policy periodically. Changes take effect immediately upon posting.

How We Notify:

Update on website with new effective date
Email notification to registered customers
Notice in account dashboard

13.2 Continued Use

Your continued use of Urbancentr after policy updates constitutes acceptance of new terms.

14. Contact & Support

14.1 Customer Support Channels

For Return/Refund Assistance:

Channel	Contact	Hours
Phone	9540034242	Mon-Fri: 10 AM – 6 PM IST
Email	shumedienterprisepvtltd@gmail.com	Response within 24 hours
Website Form	Available on Contact Page	Monitored daily
Live Chat	On website (if available)	Mon-Fri: 11 AM – 5 PM IST

14.2 Return Address

URBANCENTR RETURNS DEPARTMENT
PLOT NO. 3/607, JAINA TOWER
Janakpuri District Centre Flyover
West Delhi, Delhi, India – 110058

Important: Include RMA number on package

15. General Terms

15.1 Limitations

This policy applies to purchases made on urbancentr.com only
Third-party marketplace purchases have separate return policies
Gift purchases follow same return policy (receipt not required for proof)

15.2 Abuse Prevention

We reserve the right to:

Refuse service to customers with history of abuse
Flag accounts with excessive returns
Require additional verification for suspicious returns
Report fraudulent returns to authorities

15.3 Responsibility

Urbancentr is not responsible for return packages lost in transit
Always use provided return labels and tracking
Keep proof of delivery for your records
Insurance recommended for high-value items

16. Grievance Redressal

16.1 Grievance Process

Initial Contact: Email or call with complaint details
Acknowledgment: Confirmation within 24 hours
Investigation: Assessment within 3-5 business days
Resolution: Action taken within 7 days
Follow-up: Confirmation email sent

16.2 Escalation

If unsatisfied with response:

Request escalation to management
Provide detailed reason for dissatisfaction
Management review within 5 business days
Final resolution communicated

16.3 Consumer Authorities

You may escalate to consumer protection authorities if issue remains unresolved.

17. Disclaimer

This Refunds & Cancellations Policy is subject to our Terms & Conditions. In case of conflict, Terms & Conditions shall prevail. This policy does not create any contractual obligation beyond what is stated here.

18. Entire Agreement

This policy, along with Terms & Conditions and other policies on our website, constitutes the entire agreement regarding refunds, cancellations, and returns.

Thank you for shopping at Urbancentr!

We strive to ensure customer satisfaction. If you have questions about this policy, please don’t hesitate to contact us.