Frequently Asked Questions & Policies

Return & Refund Policy

Can I return a product after delivery?

Products are non-returnable once delivered. Please review your order carefully before confirming your purchase. If you receive a damaged, incorrect, or partial order, please refer to the relevant section below.

What if my order arrives damaged, incorrect, or incomplete?

Products received in a damaged, incorrect, or partial condition are eligible for pickup and replacement. Please report the issue through the Customer Support Dashboard within 48 hours of delivery. Requests raised after this timeframe may not be accepted.

Is an unboxing video required to raise a complaint?

Yes. An unboxing video is mandatory for all order-related complaints, including damaged, missing, partial, or incorrect products. Without a valid unboxing video, we will be unable to process your request.

What if the product is not working? (Applicable only for Beauty Appliances)

Share a 30–40 second video clearly demonstrating the issue while the product is connected to a power source (if applicable). After verification, we will arrange pickup and replacement.

Order Tracking & Delivery

How can I track my order?

Track your order using the tracking link shared after dispatch or via our website.

How long does delivery usually take?

Standard delivery takes 5–7 business days.

My order is pass the expected delivery date. What should I do?

Please contact Customer Support with your Order ID.

Can I get a refund if my order is delayed?

If the order is cancelled due to delivery delay or operational constraints from our end, a full refund will be processed. If cancelled at the customer's request, the COD handling charge of ₹60 is non-refundable.

My order shows “Delivery Failed.” Will it be reattempted?

Courier partners generally make 2–3 delivery attempts.

My order is marked as delivered, but I have not received it.

All deliveries are OTP verified. Once OTP is verified and the order is marked delivered, it is treated as successfully delivered and no further claims can be processed.

Order Cancellation

Can I cancel my order after placing it?

Orders can only be cancelled before they are packed and dispatched. Once packed and dispatched, cancellation is not possible. Customers may refuse delivery.

Can I cancel just one item?

Partial cancellations are not permitted.

Address & Contact Details

Can I change my delivery address?

Address changes are possible only before dispatch.

Can I update my phone number?

Phone number updates are possible before dispatch.

Warranty & Product Support

Are Beauty Appliances covered under warranty?

Yes. They carry a 12-month warranty against manufacturing defects and functional issues. Physical damage, water damage, misuse, unauthorized repairs, and normal wear & tear are excluded.

Beauty Products & Skincare

Are beauty and skincare products returnable?

No

What if my skincare product arrived opened, leaking, or damaged?

Report within 48 hours with an unboxing video.

Replacement Process

How long does reverse pickup take?

3–5 business days.

When will my replacement be shipped?

Generally, within 2–3 business days after successful pickup and verification.

COD Charges

Will COD charges be refunded?

No. COD handling charges are non-refundable if delivery is refused, fails due to incorrect details, or is cancelled at the customer's request.

Customer Support

Required information when raising a complaint:

• Order ID
• Unboxing Video
• Photos/Videos
• Problem Description

Marketplace / Offline Support Contacts:

support@urbanyog.com

Response Time: 24–48 hours.