Return & Refund Policy

Return & Refund Policy

1. Overview

At URBANURJA, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we're here to help. This policy outlines the terms and conditions for returning products and obtaining refunds for purchases made on our website.

2. Eligibility for Returns

To be eligible for a return, please ensure that:

• The item must be unused and in the same condition that you received it.
• The item must be in the original packaging & 100% unused.
• The return request is made within 7 days of receiving your item.
• Proof of purchase or receipt is required.

3. Non-Returnable Items

The following items cannot be returned:

• Gift cards
• Batteries
• Solar Panels
• Remote Monitoring Devices & accessories etc

4. Return Process and Timeline

Step 1: Initiate a Return (Within 7 Days of Receipt)

• Contact our customer service team at [connect@urbnurja.com] within 7 days of receiving your item to request a return.
• Provide your order number and the reason for your return. Please include photographs, complete unboxing video (uncut) or other documentation to support your return request.

Step 2: Receive Return Authorization (Within 2 Business Days)

• Our team will review your request within 2 business days.
• If approved, we will issue a Return Authorization (RA) number and provide return instructions. Do not send your item back without receiving an RA number, as it will not be accepted.

Step 3: Ship Your Return (Within 5 Days of RA Approval)

• Pack the item securely in its original packaging.
• Include the RA number and proof of purchase inside the package.
• Ship the item back to us within 5 days of receiving the RA number.
• You are responsible for paying for your own shipping costs unless the return is due to wrong product received.
• 3% Charges will be debited from total refund amount unless the return is due to wrong product received.
• We recommend using a trackable shipping method and purchasing shipping insurance.

Step 4: Inspection and Processing (Within 5 Business Days of Receipt)

• Once we receive your return, we will inspect it to ensure it meets the return eligibility criteria.
• If the return is approved, we will process the refund within 5 business days.

5. Refund Process and Timeline

Step 1: Refund Approval

• After inspecting the returned item, we will notify you of the status of your refund within 5 business days.

Step 2: Refund Processing (Within 10 Business Days)

• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.

Step 3: Late or Missing Refunds

• If you haven’t received your refund within 10 business days after approval, please check with your bank or credit card company first, as there may be processing delays.
• If you still have not received your refund, please contact us at [customer service email] for further assistance.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [connect@urbanurja.com]. We will arrange for a replacement or refund at no additional cost to you. Please provide your order number, a description of the issue, and any relevant photographs, unboxing video.

7. Exchanges

We only replace items if they are damaged and wrong item delivered to you. If you need to exchange an item with different item, please contact us at [connect@urbanurja.com] our team will review and update you if it’s possible or not.

8. Contact Information

For more information about our return and refund policy, if you have any questions, or if you need to initiate a return, please contact us at [connect@urbanurja.com].

This return and refund policy is effective as of [01/April/2024] and is subject to change without notice. Please review it regularly for any updates.