Return & Refund Policy

At Urbora, customer satisfaction is important to us. We carefully inspect every order before dispatch. However, if your product arrives damaged, we're here to help.

Eligibility for Returns & Refunds

We currently accept returns and refunds only if the product is received in a damaged condition.

To be eligible, you must:

• Record a continuous, unedited video while opening the sealed package from the beginning until the product is fully visible.
• Ensure the damage is clearly visible in the video.
• Contact us within 48 hours of delivery.
• Provide your order number along with the unboxing video.

Please Note:
The unboxing video is mandatory for all damage claims. Unfortunately, we will not be able to process return or refund requests without a clear unboxing video.

Situations Eligible for Refund

You may be eligible if:

• The product arrives physically damaged.
• You receive a broken or unusable product.
• You receive the wrong item.

Situations Not Eligible

We cannot accept returns or refunds for:

• Change of mind.
• Incorrect product ordered by the customer.
• Normal wear and tear after use.
• Minor packaging damage that does not affect the product.
• Requests submitted without an unboxing video.
• Requests made more than 48 hours after delivery.

Refund Process

Once your request has been reviewed and approved:

• Refunds will be processed to your original payment method.
• Processing may take 5–7 business days, depending on your bank or payment provider.

For Cash on Delivery (COD) orders, refunds will be processed via bank transfer after collecting your banking details.

Need Help?

For any return or refund requests, please contact our support team with:

• Order Number
• Unboxing Video
• Photos (if applicable)
• Brief description of the issue

We aim to respond within 24–48 business hours.