Refund policy

At Urban Mart, we are committed to providing our customers with an exceptional shopping experience. However, we understand that there may be occasions when you are not completely satisfied with your purchase. This Refund and Returns Policy explains the process to initiate a return or refund for your order.

Refund Eligibility

Refunds and returns are available within 15 days of receiving your item(s).

To qualify for a return or refund:

  • The item must be unused and in the same condition as received.

  • The product must be in its original packaging.

  • Proof of purchase (such as an order confirmation or receipt) is required for processing.

Return Process

Contact Customer Service

To initiate a return request, please email us at bijon1733@gmail.com with:

  • Your order details

  • Reason for the return

  • Supporting images/videos (if applicable)

Shipping and Handling

Customers are responsible for covering the shipping costs for returning the item unless the product received is damaged, defective, or incorrect.

Return Address

Return instructions and the required return address will be provided after your return request has been reviewed and approved by our customer support team.

Damaged or Defective Items

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery.

Please provide:

  • Clear photos/videos of the damaged or defective item

  • Order details

  • Description of the issue

After verification, we will arrange a replacement or provide a refund as applicable.

Non-Returnable Items

The following items are not eligible for return:

  • Personalized items

  • Gift cards and vouchers

  • Final sale or clearance items

Refund Processing

Once your returned item is received and inspected, we will notify you regarding the approval or rejection of your refund.

Approved Refunds

Approved refunds will be processed within 7–10 business days and credited to your original payment method.

Rejected Refunds

If the returned item does not meet the eligibility criteria, we will notify you via email with the reason for rejection.

Late or Missing Refunds

If you have not received your refund within the mentioned processing time:

  • Check your bank account again.

  • Contact your credit card company or bank, as processing times may vary.

  • If the issue persists, please contact us at bijon1733@gmail.com.