Refund policy
At Urbanen, customer hygiene and product safety are our top priority. Since we deal in innerwear and personal wear products, all items are packed and handled with strict hygiene standards.
Due to the nature of innerwear products, we do not accept returns, exchanges, or refunds once the order has been delivered, except in cases where the customer has received a damaged, defective, or wrong product.
By placing an order on our website, you agree to the terms of this Return and Refund Policy.
No Return and No Exchange Policy
Due to hygiene and personal care reasons, products such as trunks, underwear, vests, and other innerwear items are not eligible for return or exchange after delivery.
We request customers to carefully check the product details, size, colour, quantity, and shipping information before placing an order.
Returns or exchanges will not be accepted for reasons such as wrong size selected by the customer, change of mind, colour or design preference, product not liked after delivery, product opened or tried, product washed or used, or minor colour difference due to screen/display settings.
Damaged, Defective, or Wrong Product
A replacement or refund request may be considered only if you receive a damaged product, defective product, wrong item, wrong size, or wrong colour.
To raise a request, you must contact us within 48 hours of delivery at sovairaapparels@gmail.com.
Please share your Order ID, registered mobile number or email ID, clear photos of the product, clear photos of the packaging, and an unboxing video if available.
The product must be unused, unwashed, and in its original packaging with all tags, labels, and invoice intact.
Verification Process
Once we receive your request, our team will verify the issue based on the details and proof shared by you.
Urbanen reserves the right to approve or reject any request after verification. Requests may be rejected if the product is used, washed, damaged after delivery, missing tags or packaging, or if the issue is not reported within 48 hours of delivery.
Replacement Policy
If your request is approved, we may offer a replacement for the same product, subject to stock availability.
If the same product is not available, we may offer a similar product, store credit, or refund, depending on the case.
Replacement will be processed only after approval from our team.
Refund Policy
Refunds are applicable only in approved cases of damaged, defective, or wrong product received.
Once approved, the refund will be processed to the original payment method, wherever possible. Refund processing may take 7 to 10 business days after approval.
The actual time taken to receive the refund may depend on your bank, card issuer, or payment gateway.
Shipping charges, COD charges, convenience fees, and other additional charges are non-refundable unless the issue occurred due to our error.
Order Cancellation
Orders can be cancelled only before they are shipped.
Once an order has been shipped, cancellation will not be possible.
To request cancellation, please contact us as soon as possible at sovairaapparels@gmail.com.
If the order has already been dispatched, it will be treated as a shipped order and the return policy will apply.
Incorrect Address or Refused Delivery
If the customer provides an incorrect or incomplete address, or refuses to accept the delivery, shipping and handling charges may be deducted from any eligible refund.
For prepaid orders, refund will be processed only after the product is returned to us by the courier partner and verified by our team.
Hygiene and Safety Note
For hygiene and safety reasons, we do not resell returned innerwear products.
This policy ensures that every customer receives fresh, unused, and safely packed products.
Contact Us
For any return, refund, replacement, or order-related query, please contact us at:
Email: sovairaapparels@gmail.com
Our team will review your request and respond as soon as possible.