What is the UrbanUG refund process?

Updated 07th Feb 2023

You can check out our entire return policies here.

UrbanUG has an easy-to-process, customer-friendly refund policy

 a) I received a defective\/damaged item, can I get a refund?

In case the product received by you is damaged or defective, you could return the product in the same condition as you received it with the original box and\/or packaging intact. Once we receive the returned product, we will inspect it. if the product is found to be defective or damaged, we will process the refund along with any shipping fees incurred.

b) I received the wrong item, how can I return it?

In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and\/or packaging intact. Once we receive the returned item, we will process the refund along with free 15 day returns

 c) I have changed my mind; can I return what I have bought?

In case of a change of mind, before shipping your order, just call us to cancel your order or you can cancel it from your UrbanUG account and we will process the refund along with any shipping fees applied to the same credit card\/debit card which will reflect in your card within 7-14 business days. If you wish to return the item after receiving it, you have up to 15 days to return them, with the below terms and conditions applied:

The return is in accordance with UrbanUG returns policy

The items are in its original retail packaging (Sealed\/Closed Box)

In cases, of clothing & fashion orders, the original tags and seal be present along with the original packaging

 d) I made a transaction via credit card. How can I receive a refund?

In case you cancel the order or if it’s cancelled before shipping, the amount will be refunded back to your credit card\/debit card automatically which will reflect in your card within 7-14 business days.

if you cancel the order, for products which are shipped but not delivered, you will receive a full refund as UrbanUG credits within 24 hours. Upon request, we can arrange for a transfer back to your credit\/debit card. The amount may take up to 30 days to reflect in your card statement, depending upon the issuing bank.

For delivered products, wherever the return reason is met as per UrbanUG return policy and post inspection by our team, we will refund the product amount (excluding the amount paid for the original shipping fees) as your UrbanUG credits within 24 hours. Upon request, we can arrange for a transfer back to your credit\/debit card. The amount may take up to 30 days to reflect in your card statement, depending upon the issuing bank.

You can request to transfer UrbanUG credits back to the debit\/credit card, Mobile Money or bank account within 180 days\/6 months of the order date.

e) I made a transaction via cash on delivery. How can I receive a refund?

If you paid by cash\/card on delivery, we will issue a refund to your UrbanUG credits. From the UrbanUG credits, you can either place a new order or transfer the credits to your bank account. For more details, you can contact us at refunds@urbanug.net