Terms and Conditions

USE OF OUR WEBSITE

By using The Urban Sapphire website and placing orders through it, you agree to the following terms and conditions, if you are not okay with it, you are requested to not use this website:

• • Legitimate Use: You agree to use this website for legitimate inquiries and legally valid orders only.
  • No Fraudulent Orders: You must not place any false or fraudulent orders. If an order is reasonably suspected to be false or fraudulent, we reserve the right to cancel it and notify the appropriate authorities.
  • Accurate Contact Information: Provide accurate and truthful contact information, including your email address, payment mode details, postal address, and other required details. We may use this information to contact you regarding your order if necessary.
  • Order Information: Failure to provide all necessary information may prevent you from placing an order or cancellation of the orders from our end. 

• Address confirmation call – Upon order placement, we will initiate contact with you to confirm your address. We kindly request that you make every effort to answer our call as we will attempt to reach you at least twice. In the event that you fail to respond and confirm your address, we reserve the right to cancel the order. This precaution is taken to prevent any potential misplacement of our products and to ensure the smooth operation of our delivery process, benefiting both you and our delivery partners.

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• Delivery Partner Contact – Our assigned delivery partner may contact you to verify the address or seek directions for smooth delivery. If you do not respond to their calls, your order will be rerouted to our RTO (Return to Origin) warehouse, and a refund will be initiated.

Delivery partners – Since we do not operate our own delivery service, we depend on trusted delivery partners such as Delhivery, BlueDart, DTDC, and others.

CONTRACT

After placing an order, you will receive confirmation via email or message, including an Order Confirmation and Shipping Confirmation.

AVAILABILITY OF PRODUCTS

All orders are subject to product availability. While at The Urban Sapphire, we make every effort to maintain product availability, there may be rare instances where we face stock shortages. In such situations, we will promptly initiate a refund, and users can expect to receive their payment within 7-10 business days if the amount is deducted from the user’s bank account.

REFUSAL TO PROCESS AN ORDER

While we make every effort to process all orders, we reserve the right to refuse processing in exceptional circumstances, even after sending an Order Confirmation. We may also remove products or modify content on the website without prior notice.

DELIVERY

We aim to dispatch orders within the time frame specified in the Delivery Confirmation, or within a maximum of 8-10 days from the Order Confirmation date. However, delays may occur due to unforeseen circumstances, weather conditions, delivery locations, non serviceable pin codes, and if the customer won’t pick up calls from our team or our delivery partner for order & address confirmation.

“Delivery” is considered complete when you or a designated third party takes physical possession of the goods, confirmed by the signing of the delivery receipt at the provided address.

Please keep in mind that the days mentioned above are only estimated delivery times. You can track your order to get a better idea of when it will arrive. Additionally, you may receive a call from our delivery partner.

PRICE AND PAYMENT

We make every effort to ensure accurate pricing on the website, but errors may occur. If we identify a pricing error in your order, we will inform you promptly, giving you the option to confirm the order at the correct price or cancel it. If we cannot reach you, the order will be canceled, and your payment refunded (if deducted any).

We are not obligated to provide products at an incorrect lower price if the pricing error is obvious and should have been recognized by you.

Prices on the website exclude Goods and Service Tax (GST), duties, cesses, or delivery charges and may change at any time.

Payments of Goods:

• Credit and Debit Cards: Credit and Debit Cards, International Included: Accept payments from all major credit and debit card networks like Visa, Mastercard, American Express and RuPay. 
• Net Banking: Accept payments through 50+ banks including SBI, ICICI Bank, HDFC Bank, Axis Bank, Kotak Bank and Yes Bank.
• UPI: Accept payments via UPI without glitches of handling SMS notifications or remembering your VPA. Simply use apps like PhonePe, BHIM, WhatsApp, etc.

Processing/Delivery Timeline:

The Urban Sapphire does not guarantee specific processing or shipment times. However, users get product tracking and estimated delivery time to track their order.

INVOICE

An invoice will be provided with your delivered products.

TAXES

All purchases made through the website are subject to applicable taxes, including GST, duties, and cesses, as per prevailing regulations.

EXCHANGE/RETURN/REFUND POLICY

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 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.