Cancellation, Return Policy

1. GENERAL

1.1. Urban Payy , having its registered office at 3/282 VIPUL KHAND, GOMTI NAGAR, LUCKNOW, Lucknow, Uttar Pradesh, India, 226010 , India (“urbanpayy.com ”, “we”, “us” or “our”) is managing and operating the mobile application/website and tablet applications available at Urban Payy (collectively referred to as “Urban Payy”, “Website”, “App”), which inter alia facilitate the sale and purchase of products and services listed and sold (“Product(s)”) on the Website. The term (“User” or “Users” or “you” or “ your”) means any individual which uses, accesses or, browses the Website and/or purchases the Products on the Website.

1.2. We aim to provide the best User experience to our Users beginning from placing an order to initiating a cancellation/return/refund. While transacting on Urban Payy , you can expect a hassle-free experience in returning, cancelling the Products that you have ordered/booked and can rely on us as your preferred shopping destination.

1.3. The ‘Terms and Conditions’ published on Urban Payy shall be read by reference here. This cancellation, return, and refund policy (“Policy”), together with the Terms and Conditions sets out Urban Payy procedures and policies in accepting: (a) cancellation, (b) return, and (c) refund thereof. Any cancellation or refund of Products by you are subject to the terms and conditions set out under this Policy.

2. APPLICABILITY OF POLICY

2.1. By using Urban Payy and/or initiating a request for purchase of Product(s) on the Urban Payy , you agree to be bound by the terms contained in this Policy. If you do not agree to the terms contained in this Policy, you are advised not to transact on Urban Payy . Please note that, we may from time to time change the terms of the Policy. Every time you wish to use Urban Payy , please check the Policy to ensure you understand the terms and conditions that apply at that time.

3. TERMS OF CANCELLATION

3.1. You can cancel the order prior to the dispatch of Product by Urban Payy or the seller. The order cannot be cancelled once the dispatch has been initiated.

3.2. The request for cancellation of the order can be made by cancelling the order from ‘My Orders’ section by using the order tracking number, or by calling our customer care number, or any other method, as may be intimated by Urban Payy to you from time to time.

3.3. On the receipt of order cancellation request, your order will be cancelled with immediate effect, and the refund process will be initiated within 24 hours of confirmation of cancellation.

4. TERMS OF RETURN AND REFUND

4.1. You may initiate return of Products within the timelines and as per the terms stipulated under Annexure A (refer to the table provided at the end of this Policy) of this Policy. We would accept the request for return of such Product subject to the terms of this Policy. Urban Payy will not process return if you have placed the order for a wrong Product model, colour or incorrect Product.

4.2. All our packages come with tamper proof packaging. Please ensure that you do not accept packages where the seal is tampered/and or outer package is damaged. Acceptance of a tampered or a damaged package will automatically disqualify you from any return claims for physically damaged/defective Products, incorrect Product, or missing accessories.

4.3. You may register a complaint or request for return through Urban Payy . To register a compliant or initiate return, please go to ‘Orders’ section and select ‘Help’ tab and then select ‘Still need help’ at the bottom of the page. You may select the option from the drop down menu to log the complaint or contact us via e-mail/ call/ chat with us. To initiate return, you are required to select ‘log a complaint’ and provide the necessary details about the shipment and order, provide the details of the issue, if any, and request for return. For quality purposes, we may also require you to provide images of the Product sought to be returned. The ‘return’ tab shall be available only during the duration of the return window. In case of any complain or concern that may arise after the closure of the return window, you may contact the customer care.

4.4. If you have received any Product which is eligible for return in terms of this Policy, we suggest you to immediately register a request in this regard on the Urban Payy .We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images/video maximum upto 60 seconds or 2MB of the damaged or defective Product received, Product packaging images, and/or our personnel to schedule a visit to assess the damage or defect in the Product. Further, to the assessment of the damage or the concern reported in the return request, Urban Payy may in its sole discretion resolve the issue subject to the assessment report, in a manner as it may deem fit.

4.5. Please be informed that when you opt to return the Products, upon our verification of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy will be processed within a period of 1(one) business day from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by Urban Payy are fulfilled. The refund amount will be credited to the original payment mode opted by you or in your wallet associated with the Urban Payy (“Wallet”) eligible for Wallet refund, as may be chosen by you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.

4.6. Please be informed that for Products, for which you had opted for ‘Cash on Delivery‘, as a payment option, you will receive refunds in your bank account (as per the bank account details provided by you to us) in case the Product is purchased from a third-party seller made available. However, if the Sale was consummated by Urban Payy , you will receive your refund in your Wallet. We do not make any cash refunds.

4.7. The amount claimed as refund will be refunded to you within 15(fifteen) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.

5. CUSTOMER SUPPORT TEAM

For any feedback, concern or query, you may please reach out to us on the below contact details:

Write to us on: [email protected]

Call us at: +91 9876543210

ANNEXURE A – RETURN TIMELINE AND CONDITIONS

Category Return Policy

Category	Return Policy
Home & Kitchen ( Pooja Needs, Electrical, Mops, Brushes & Scrubs, Furnishing, Stationery, Toys, Games & Fitness, Kitchenware Dining )	Non- Returnable You may return the Product if it is damaged, defective or is not in working condition, or if parts of the Product or accessory is missing, or are different from what was ordered basis the Product description displayed on Urban Payy . In addition to the abovementioned conditions, we will accept the return if you keep the Products in its original condition, along with brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up.
Fruit & Vegetables ( Fresh Fruits, Fresh Vegetables, Herbs & Seasonings, Exotic Fruits & Vegetables )	Non-Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the wrong Product delivered, quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
Dairy & Bakery ( Dairy, Toast & Khari, Breads and Buns, Bakery Snacks, Batter & Chutney, Cheese, Ghee Paneer & Tofu )	Non-Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
Staples ( Atta, Flours & Sooji, Dals & Pulses, Rice & Rice Products, Edible Oils, Masalas & Spices, Salt, Sugar & Jaggery, Soya Products, Wheat & Other Grains, Dry Fruits & Nuts )	Non-Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
Disposable ( Plates & Glasses, Kitchen & Toilet Rolls, Paper Tissues & Napkins )	Non-Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
Snacks ( Foods, Biscuits & Cookies, Noodle, Pasta, Vermicelli, Breakfast Cereals, Snacks & Namkeen, Chocolates & Candies, Ready To Cook & Eat, Frozen Veggies & Snacks, Spreads, Sauces, Ketchup, Indian Sweets Pickles & Chutney, Extracts & Flavouring )	Non- Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
Beverages ( Tea, Coffee, Fruit juices, Energy & Soft Drinks, Health Drink & Supplement, Soda & Flavoured Water )	Non-Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
Personal Care ( Hair Care, Oral Care, Skin Care, Bath & Hand Wash, Body Wash & Bathing Accessories, Feminine Hygiene, Men’s Grooming, Cosmetics and Beauty Products, Deodrants & Fragrances, Health & Wellness, Grooming Tools and Accessories )	Non-Returnable Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
Home Care (Detergents, Dishwash, All Purpose Cleaners, Fresheners & Repellents )	Non-Returnable Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.

Sports, Toys, and Luggage – Outdoor games – Holi colours, Holi accessories	Non- Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in the rare event if you receive a Product which is damaged, defective, having a missing part or are different from what was ordered basis the Product description displayed on Urban Payy , you may return the Product on door-step delivery for the abovementioned reasons. In case you receive a Product, which is damaged, defective, having a missing part or are different from what was ordered basis the Product description displayed on Urban Payy , you may contact Urban Payy customer care for initiating refund process within 72 hours of the delivery of the Product. Please keep the Product in its original condition, with brand outer box, MRP tags attached, warranty cards, and original accessories in manufacturer packaging to enable us to ascertain the damage and process the refund. In case the Product is accepted where the package is tampered or the box is damaged, it will automatically disqualify you from any return claims for physically damaged/defective Products, incorrect Product, or missing accessories.
Handloom & Handicraft- Home & Kitchen (Bedsheets, Towels, Blankets, Quilts, Dohars, Curtains, cushion covers, mats, Vases, Wall Decor, Table & Kitchen Linens, containers etc. )	3 days Returnable You may return the Product if it is damaged, defective or is not in working condition, or if parts of the Product or accessory is missing, or if the Product delivered is different from what was ordered. Return of Products on the ground of :‘Items not described as depicted’ is not allowed as these are authentic handmade Products and can vary from Product to Product. Product may have colour variations & imperfections inherent to handcrafted products which add to its beauty & charm In addition to the abovementioned conditions, we will accept the return if you keep the Products in its original condition, along with brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up
Mom & Baby Care (Baby Grooming, Baby Bath & Hygiene, Baby Food & Formula, Diapers & Wipes, Feeding, Baby Health & Wellness )	Non- Returnable Products under this category are non-returnable due to hygiene/personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
All Pet Food (including Dog, Cat, Bird, Fish, Turtle etc.) and Grooming Aids and Accessories, Cat Litter & Accessories, Health & Hygiene, Harness and Collars	Non-Returnable Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. We may contact you to ascertain the quality, freshness or physical condition of the Product prior to issuing refund. In case you receive a Product that is different from what was ordered basis the Product description provided on Urban Payy , you may contact Urban Payy customer care for initiating return/refund process within 48 hours of the delivery of the Product.
Auto Care (car freshener, cleaning kits, brake fluid and lubricants, paint care, wax and shampoos, batteries and accessories)	Non-returnable Products under this category are non-returnable due to consumable nature. In the rare event you receive a damaged, defective or different Product, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.

Janitorial & Sanitation Supplies and Personal Protective Equipment (personal protective instrument, safety goggles, cleaning chemicals and tools, mask, hand gloves)	Non-returnable Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature. In the rare event you receive a damaged, defective or different Product, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.