Refund and Returns Policy
This policy outlines the conditions for returns and refunds at Defined Urban. Please read these terms carefully to ensure a smooth process.
1. Mandatory Unboxing Video
To protect your purchase and help us verify transit issues, a mandatory unboxing video is required for all claims.
- The video must show the package completely sealed from all sides before opening.
- The shipping label must be clearly visible.
- The video must be uninterrupted (no cuts or pauses) and clearly show the product being removed and inspected.
- Important: We cannot process claims for damages or missing items without a valid, continuous unboxing video.
2. Returns for Damaged Goods
We accept return or exchange requests only if the product is damaged upon arrival or if the wrong item was delivered.
- Reporting Period: You must report the damage within 48 hours of delivery.
- Condition: The product must be unused, unwashed, and in its original packaging with all tags intact.
3. Refund Process
We offer flexible refund options depending on how you made your purchase:
- Direct Refund: For approved damage claims, we can provide a direct cash refund to your original payment method (Bank Account, UPI, or Credit/Debit Card).
- Coupon Code Purchases: If you used a coupon code for your purchase, the refund will only cover the actual amount paid after the discount. The promotional value of the coupon is not refundable or reusable.
- Gift Cards: If the purchase was made using a Gift Card, the refund will be credited back to the original Gift Card.
- Optional Store Credit: If you prefer, we can issue your refund as a new Coupon Code for future use on our website.
4. How to Submit a Claim
To initiate a return or refund, please email info@definedurban.com with the following:
- Your Order Number.
- Clear photos of the damaged area.
- The Mandatory Unboxing Video.
5. Shipping
If the return is approved due to damage, Defined Urban will bear the shipping costs. We will either arrange a reverse pickup or credit the shipping charges back to you if self-shipping is required.