Refund policy

Return, Refund & Exchange Policy

Thank you for shopping with UrbanSteps. Please read this policy carefully before placing your order. By placing an order with us, you agree to the terms outlined below.

1. No Refund Policy

All sales are final.

  • We do not offer refunds or returns for refund once an order has been delivered.

  • Refunds are not applicable for change of mind, incorrect selection, or sizing issues.

  • We only provide exchange or replacement in eligible cases described below.

2. Exchange & Replacement Eligibility

You may request an exchange or replacement only if:

  • You received the wrong product.

  • You received the wrong size due to our error.

  • The product arrived damaged or defective.

Please Note:
Minor variations such as packaging differences, label or printing variations, lace color, or other cosmetic differences that do not affect the product's functionality will not be considered as receiving the wrong product.

3. Exchange Request Timeline

To be eligible for an exchange:

  • The request must be raised within 24 working hours of the delivery.

  • The return shipment tracking ID must be shared with us within 72 hours of delivery.

Requests received after these timelines will not be accepted.

4. Mandatory Unboxing Video

An unboxing video is compulsory for every exchange or replacement request.

The video must:

  • Be continuous and unedited.

  • Begin before opening the sealed package.

  • Clearly show the shipping label.

  • Clearly display the product, size label, and the issue.

  • For damaged items, the damage must be visible during the same unboxing video.

Requests submitted without a valid unboxing video cannot be approved.

5. Product Condition

To qualify for an exchange, the product must be:

  • Unused and unworn.

  • In its original condition.

  • Returned with all original tags and labels attached.

  • Packed in its original box and packaging.

Products that have been used, washed, altered, or damaged by the customer will not be accepted.

6. Tampered or Damaged Packages

If your package appears opened, damaged, or tampered with at the time of delivery:

  • Please refuse the delivery.

  • Contact our customer support immediately.

Accepting a visibly tampered package may affect your eligibility for an exchange.

7. How to Request an Exchange

To initiate an exchange, contact our support team within the specified timeframe and provide:

  • Order number

  • Product details

  • Reason for exchange

  • Mandatory unboxing video

  • Photos of the issue (optional but recommended)

8. Return Shipping Process

We currently do not offer reverse pickup.

Once your exchange request is approved:

  • Securely pack the product.

  • Ship it to the return address provided by our support team.

  • We recommend using India Post Parcel Service or another reliable courier.

  • Share the shipment tracking ID within 72 hours of delivery.

9. Shipping Charges

If the error is on our side:

  • Wrong product shipped

  • Wrong size shipped by us

  • Damaged or defective product

We will send the replacement without any reshipping charges after verification.

If applicable, any support for return shipping costs will be communicated during the approval process.

If the exchange is requested due to customer preference:

Examples include:

  • Choosing a different size

  • Choosing a different color

  • Ordering the wrong size

Both the return shipping and replacement shipping charges must be paid by the customer. Exchanges are subject to product availability.

Unpaid Reshipping Charges

If your exchange is approved but reshipping charges apply, the replacement product will be held for 10 days from the date you are informed about the payment.

If payment is not received within 10 days:

  • The replacement request will be cancelled.

  • The returned product may be disposed of.

  • The exchange case will be treated as permanently closed.

10. Non-Eligible Cases

Exchange or replacement requests will not be accepted if:

  • The request is made after 24 working hours.

  • Return tracking details are not shared within 72 hours.

  • A valid unboxing video is not provided.

  • The product has been used, worn, washed, altered, or damaged by the customer.

  • The item was purchased during a Sale, Offer, Clearance, or Final Sale event.

11. Inspection & Approval

All exchange requests are subject to:

  • Verification of the unboxing video and supporting information.

  • Inspection of the returned product (where applicable).

  • Availability of replacement stock.

UrbanSteps reserves the right to approve or reject any exchange request based on these checks.

12. Policy Updates

UrbanSteps reserves the right to modify or update this Return, Refund & Exchange Policy at any time without prior notice. Any changes will become effective immediately upon publication on our website.

By placing an order with UrbanSteps, you acknowledge that you have read, understood, and agreed to this policy.