Refund and Returns Policy

RETURN, EXCHANGE & REFUND POLICY

Last Updated: August 2025

The Urban Veil is committed to customer satisfaction and maintains a fair return and refund policy. Please read the following terms carefully.

ORDER CANCELLATION

  • Cancellation requests are accepted only within 2 hours of placing the order
  • Cancellations cannot be processed if the order has already been communicated to our vendors or shipping has been initiated
  • Contact us immediately at support@theurbanveil.in or via Instagram DM to request cancellation

DAMAGED OR DEFECTIVE PRODUCTS

  • Report damaged or defective items to our Customer Service team on the same day of delivery
  • Provide an uncut, unboxing video of the parcel showing the damage
  • The claim will be processed after verification by our merchant
  • Approved claims will receive a refund or replacement as per customer preference

RETURNS & EXCHANGES

Eligibility:

  • Returns/exchanges are accepted only for products damaged from our end
  • Non-damaged products may be returned at the customer’s discretion (shipping charges apply)

EXCLUSIONS – RETURNS NOT ACCEPTED FOR:

Color Variations:

Exchange subject to availability

Slight color differences due to photography, lighting, or screen display settings are not considered defects

Returns, exchanges, or refunds are not provided for color variations between product images and actual items

If you still wish to exchange due to personal color preference:

Customer must bear both to and fro shipping charges

Return Process

Product must be unused, with all tags and original packaging

Step 1: Initiate Return

  • Email us at support@theurbanveil.in or DM on Instagram
  • Include an uncut opening video of your order
  • Request must be made within 24 hours of receiving the order

Step 2: Pack the Product

  • Pack the item(s) as received in original packaging with all tags, labels, and accessories
  • Ensure the product is unused, unworn, and in resalable condition

Step 3: Shipping

  • Once your return request is approved, you will receive return instructions
  • Ship the product to our warehouse address provided
  • To and fro shipping charges are the customer’s responsibility (for non-damaged products)

Step 4: Inspection & Refund

  • Return delivery to our warehouse takes 6-7 working days
  • Our team will inspect the returned item(s) to determine refund eligibility
  • Please cooperate during this period and avoid sending repeated update requests

REFUND POLICY

  • Approved refunds are processed within 1-2 working days after inspection
  • Shipping charges will be deducted from the refund amount (for non-damaged returns)
  • Refunds are credited to the original payment method
  • Refunds for damaged/defective products include full order value

SHIPPING CHARGES

  • Damaged products from our end: Shipping charges are borne by The Urban Veil
  • Customer-initiated returns (non-damaged): Both to and fro shipping charges are borne by the customer

IMPORTANT NOTES

✓ Return inspection takes 6-7 working days – please be patient
✓ Uncut unboxing video is mandatory for all claims
✓ Report issues within 24 hours of delivery
✓ Products must be in original condition with tags attached
✓ Final refund decision is made after inspection

CONTACT US

For any return, exchange, or refund queries:

📧 Email: support@theurbanveil.in
📱 Instagram: @theurbanveil

We’re here to help! 💚