1. Eligibility for Returns

Returns or replacements are accepted only under the following conditions:

• Product delivered is damaged, tampered, or opened
• Product is expired at the time of delivery
• Incorrect item delivered
• Quantity mismatch (missing items)
• Spoiled or poor-quality perishable goods

Urbun Roots does not accept returns for:

• Products damaged after delivery
• Items opened or used by the customer
• Change of mind after order completion
• Items without proof of issue (photo or video)
• Products that fall under non-returnable categories (mentioned below)

2. Non-Returnable Products

Due to safety, hygiene, and regulatory guidelines, the following categories are non-returnable:

• Fresh fruits and vegetables (unless spoiled on delivery)
• Frozen food
• Bakery items
• Dairy products
• Meat, poultry, eggs
• Baby food & infant products
• Personal hygiene items (like razors, brushes, sanitary products)
• Items purchased under special clearance or final sale

3. Reporting Time Window

To process your return smoothly, customers must report issues within:

• 2 hours of delivery for perishable goods
• 24 hours of delivery for non-perishable goods

Issues reported beyond this window may not be eligible for return or refund.

4. Return Process

To initiate a return, customers must:

• Contact our support team via call or email
• Provide order ID, product name, and issue description
• Share clear images or video proof of the product condition
• Keep the product in its original packaging until verified

Once verified, Urbun Roots will initiate a return pickup or replacement based on availability.

5. Replacement Policy

• Replacement will be provided for eligible products if the same item is in stock.
• Provide order ID, product name, and issue description
• If replacement is not available, customers may choose a refund.
• Replacement requests are approved after product inspection or proof validation.
• Exchange / replacement requests must be made within 7 days of delivery.
• Once approved, the exchanged / replaced product will be dispatched within 2–3 business Days
• delivered with in 3-7 business days after the returned item is received and inspected.
• Delivery timelines may vary depending on location, but typically replacements will reach you within 7–10 business days.

6. Refund Policy

Refunds will be issued in the following cases:

• Product is damaged or expired
• Incorrect item delivered
• Replacement item is unavailable
• Order cancelled before dispatch

Refunds are processed through the original payment method and may take 3–7 working days, depending on the bank or payment provider

7. Return Pickup

• For approved returns, a pickup will be scheduled.
• Customers must ensure the product is securely packed.
• If the customer is unavailable during pickup, re-pickup attempts may incur charges.

8. Order Cancellation

Customers may cancel their order before it is packed.

• If the order is already dispatched, cancellation may not be possible.
• Prepaid order refunds will be initiated upon cancellation approval.

9. Customer Responsibility

Customers are expected to:

• Provide accurate delivery information
• Receive and inspect products at the time of delivery
• Store products properly after delivery
• Not misuse the return policy for fraudulent benefits