Return Policy

At The Urban Sapphire, we are committed to providing you with high-quality clothing and accessories that you will love. We understand that sometimes items may not meet your expectations or you may need to return a product for various reasons mainly (Damaged pieces). To ensure a smooth and hassle-free return process, please read and adhere to our return policy outlined below:

1. Eligibility for Returns:

We accept returns within 5 days from the date of delivery.

1. To be eligible for a return, the item(s) must be in new, unworn, and unused condition, with all original tags and packaging intact.
2. Any claims for misprinted/damaged/defective items must be submitted within 5 days of delivery. For replacements and refunds, send us unboxing videos and pictures of the product showing the defects along with the original packaging images to (info@theurbansapphire.com). For packages lost in transit, all claims must be submitted within 5 days after the delivery.  
3. We request you to unbox the package carefully. If the package was damaged while opening it with the scissor or any other sharp object, a refund or replacement will not be possible unless we have the unpacking video or the images of the courier cover.
4. Personalized or customized items cannot be returned unless they are defective or damaged. 
5. The Urban Sapphire follows strict hygiene standards because of which we have the right to not accept return orders of products like masks, boxers, bras, tank tops, bandanas, etc. 
6. Stationery and other products like bottles, journals, keychains, caps, luggage tag, pop grips, airpod case, mugs, drawstring bag, tote bags, posters, slippers, and more. All stationery and home & living products are not qualified for return or reshipping. 

If you do not have an unboxing video of the order and we fail to verify the cause, The Urban Sapphire will not be liable for refunds/replacement of such products (this needs to be in colored box)

Here are some of the reasons why the product can be undelivered and RTO’ed – 

1. Pincode not serviceable
2. Customer not contactable
3. Incomplete/ inaccurate address
4. Customer refused delivery
5. Poor weather conditions
6. Delivery date requested by the customer 
7. Door/premises/office closed

If the pin code becomes unserviceable after the order is placed, The Urban Sapphire shall not be responsible for the RTO and as a result, no refunds will be processed from our end. 

2. Return Process:

To initiate a return, please follow these steps:

1. Contact our customer service team at customer- info@theurbansapphire.com within 5 days of receiving your order and provide the following information:

• The subject of the email should be “return product and <your name>”
• Your order number
• The item(s) you wish to return
• The reason for the return
• Users have to email the images and videos of product unboxing as mentioned above, once it is verified by our team, we shall commence the return process. 
• The packaging and the product should be intact and unharmed or else we have the right to decline the return request if we suspect any damage. 
• Upon completion of the quality check and verification process by our team through email, we will initiate the return procedure. Within a span of one to two weeks, our designated delivery personnel will be dispatched. We kindly request that users promptly answer calls by delivery partners or emails and provide accurate address information to facilitate a smooth return process and in case we are not able to proceed return from our end, users are requested to pay one way fees i.e ₹100 or else user can directly send the product through courier at (Address provided to you via email). 
• If an order placed during a sale is returned to us, only the amount paid by you will be refunded, not the current product price.

3. Return Shipping:

You are responsible for the cost of return shipping unless the return is due to a defect or an error on our part.

We recommend using a trackable shipping method to ensure the safe and timely return of your items.

Please package the item(s) securely to prevent damage during transit.

4. Refund Process:

• Once we receive and inspect your returned item(s), we will process your refund.In case of product damage with no valid reason or due to inadequate packaging by the customer, we reserve the right to halt the refund process. Therefore, we shall not be obligated to provide any refund amount.
• When the delivery agent arrives to collect your return order, they may contact you for address confirmation. We kindly request that you answer their call promptly. If the user fails to answer the call, and our delivery partner departs from your location, it may impede the return and refund process. Consequently, we will be compelled to suspend the process, and it will not be initiated again.
• Refunds will be issued in the original form of payment, and you will receive an email confirmation once the refund has been processed.
• Please allow up to 10 business days for the refund to appear in your account, depending on your payment method and financial institution.
• The Urban Sapphire accepts online payments only, and we do not offer cash on delivery (COD) as a payment option as of now (it may change in future – kindly keep checking the payment modes for better shopping experience). Therefore, any refund will be processed and sent back to the original online payment method used for the purchase.

5. Exchanges:

Cancellation Policy : 

1. Eligibility for Cancellation:

Orders can only be canceled within 5 hours of placement. After this, we won’t be able to process cancellations, so we kindly ask our customers to review and verify their address, payment details, and all order information carefully before confirming their purchase. This policy is in place to ensure efficient order processing and delivery. Thank you for your cooperation.

You can request to cancel an order under the following conditions:

• The order has not yet been printed, shipped or dispatched from our warehouse.
• The order has not entered the processing stage, which includes product preparation and packaging.

2. How to Request a Cancellation:

To request the cancellation of an order, please contact our Customer Experience Team as soon as possible at info@theurbansapphire and provide the following information:

• If you want to cancel your order we will not be able to cancel anything once printed, shipped or dispatched. For changes in the order before it has been printed or shipped, please call us directly on the number and we will see if we can work it out for you. (number mentioned at the footer)
• If any amount is deducted from your account  before the product is printed or shipped, the refund money will reflect within 7-10 business days depending on the bank institution. 

3. Cancellation Confirmation:

Once your cancellation request is received, our team will review it.

If your order is eligible for cancellation, we will send you a confirmation email to notify you of the cancellation.

4. Defective or Damaged Items:

If you receive a defective or damaged item, please contact us immediately, providing photos of the item and a description of the issue at (info@urbansapphire.com). We will arrange for a return & refund.

7. Contact Information:

If you have any questions or need further assistance with your return, please reach out to our customer service team at customer- info@theurbansapphire.com

We appreciate your support of The Urban Sapphire and hope you enjoy your shopping experience with us. Your satisfaction is our top priority, and we are here to assist you with any concerns or inquiries you may have. Thank you for choosing The Urban Sapphire.