Cancellation and Returns

Cancellation Policy

Due to the bespoke nature of our Made to Order products, we allow cancellation of our Made to Order products until you receive the confirmation of your order. The manufacturing process of the Made to Order product begins as soon as we receive your order, hence, we will not be able to cancel the order once we have confirmed the same. 

5 Day Return / Exchange Policy

Our aim is to give you an enjoyable shopping experience each time you visit us at www.myurbancountry.com. In case you are not fully satisfied with your purchase, you can return your order for a complete refund of the purchase value or seek an exchange of the product within 5 working days from date of receipt of order, subject to certain terms and conditions listed below.

You may give us a call on +91-7311138708 through Saturday (between 9 am to 6 pm) or drop an email at customercare@myurbancountry.com within a period of 5 working days, from the date of receipt of order.

You can return the product by following a few simple steps:

  1. Place your item in its original packaging.
  2. Please mention your Order Number, Full Name and Mobile Number on top of the box and insert the original invoice along with a print out of the confirmation e-mail sent by our customer care.
  3. Make sure you seal it properly before couriering it to us on our address below:

URBAN COUNTRY
BY IRUS INTERNATIONAL PVT. LTD.
117/Q/67, Sharda Nagar, Kanpur, 208025 (INDIA)
+91-512-2581155

  1. If sending the courier seems like a hassle, we are glad to arrange a pick up for the return/exchange of the product. Please note, the shipping cost would be borne by the customer.

Terms for Return/Exchange

If your purchase was made in the period of a special promotional offer or contests then special rules applicable to those promotional offers may apply for return or exchange of the product. 

For Debit Card and Credit Card transfers the time taken for refund depends finally on the bank. Please check your bank account or credit card account.

  1. Due to the bespoke nature of our products, they are non-returnable or exchangeable, except in the event of size mismatch or manufacturing defect.
  2. The return or exchange request of any product will be accepted only if the said product is returned in a saleable condition with the tags intact and in its original packaging, in an unused and undamaged condition.
  3. Refund/ replacement for goods/ merchandise is subject to inspection and checking by the Urban Country team. Any minor defect will be considered for repair and not replaced.
  4. Any product damaged due to negligence of customer, improper usage or application will not be covered under our Returns / Exchange Policy.
  5. Some special rules for promotional offers may override our 5 Day Return / Exchange Policy.
  6. No exchange or returns allowed for items purchased during Promotional Offers.
  7. Please note that the Cash on Delivery and the shipping charge would not be included in the refund value of your order as these are non-refundable charges.
  8. In case you wish to return a part of the order, in case multiple items are purchased in an order, you can do so. Any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
  9. Once your return request has been placed with Customer Service, you will get a confirmation mail on receipt of which you are requested to send the product back to us by using your courier service. The courier charges shall be borne solely by the customer. Once the item is received in our warehouse, it undergoes a Product Inspection which takes about 2 days. Typically the refunds/exchange are initiated within 2 days after product inspection. The receipt of the payment would depend on the mode of payment chosen by you. In case a product is exchanged, we will endeavour to deliver the replaced product to the customer within a period of one week.
  10. For Refund, if the payment was made by Credit Card or Net-Banking, we can reverse credit to the Credit Card or credit your Net-Banking account. If the payment made was by Cash on Delivery, money will be transferred to your bank account.
  11. Typically the refunds are initiated within 2 days of Product Inspection. Receipt of the refund would depend on the mode of payment chosen by you. The expected timeline for the refund is within 15 working days.
  12. For any queries on refund status, we will send information to our customers through emails at every step of the returns process so please check for the last update from us in your email. Depending on the mode of refund, the time taken for the refund to reflect in your account can vary. If you haven't received any update from us please write to us or give us a call.
  13. Exchanged product is dispatched as soon as the returned item/s has passed product inspection. Generally we won't take more than 48 hours after receipt of returned product. In case of any unexpected delay, we will keep you informed by email and/or SMS.
  14. Your exchange order value should be equal to or more than the return item/s value.
  15. There is no charge for exchange. Please return the original item and exchange it for an item/s of same or higher value. In case you choose an item of higher value, you can pay the differential amount as cash on delivery (COD). COD and shipping charges are non-refundable.
 
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