At Urbanelle Jewelry, we take great pride in the quality of our premium jewelry. Each piece is carefully packed and quality-checked before shipping. As a part of our commitment to authenticity and hygiene, we only accept return/refund requests for items that are damaged or defective upon delivery.
By purchasing from our website https://urbanellejewelry.in, you agree to the terms below, in line with applicable Indian consumer protection laws.
1. Eligibility for Return or Refund
We accept returns or refunds only in the following cases:
- Product received is physically damaged.
- Product is defective or broken at the time of delivery.
- Wrong product dispatched.
We do not offer returns or refunds for:
- Change of mind
- Incorrect size, preference, or wear/tear after use
- Products without verified proof of damage as described below
2. Mandatory Proof Required for Damage Claims
To be eligible for a return or refund, the following is strictly required:
✅ Unboxing Video
- A clear, continuous unboxing video of at least 3 minutes must be recorded from the moment you open the outer packaging to the full inspection of the product.
- The video must be unedited, with no cuts, and should clearly show the shipping label, packaging, and product.
- Videos taken after opening the package are not accepted.
✅ Photographs
- Clear photos of the damaged product, including close-ups of the defect and overall packaging, must be shared.
We reserve the right to Reject claims that do not meet the above criteria.
3. How to Request a Return or Refund
To initiate a return or refund for a damaged product:
- Email us at urbanellejewelry@gmail.com within 24 hours of receiving the order.
- Use the subject line: “Return Request – Order #[Your Order ID]”
- Attach the following:
- Your order number
- The unboxing video (Google Drive, Dropbox, or direct upload)
- Photos of the damage
- A brief description of the issue
Our support team will review your request within 3–5 business days and notify you of the approval or rejection of your claim.
4. Return Approval & Process
- If your return request is approved, you will receive instructions for return shipping.
- The product must be shipped back unused, in its original packaging, with all tags intact.
- We will bear the return shipping cost only if the item is confirmed as damaged.
5. Refunds (if applicable)
- Once we receive and inspect the returned item, we will notify you of the refund status.
- If approved, a full refund will be processed to your original payment method within 7–10 business days.
- Refunds will be made via Razorpay, our official payment gateway partner.
6. Non-Returnable Items
- Customized, engraved, or personalized jewelry
- Sale or discounted items
- Products without valid video/photo proof
- Products used or returned without original packaging
7. Legal Compliance
This policy is aligned with the Consumer Protection (E-Commerce) Rules, 2020 under Indian law, which mandates clear return procedures and customer redressal for defective goods. Our policies ensure transparency, fairness, and protection of customer rights while maintaining hygiene and authenticity.
8. Contact Us
For any return or refund queries, please contact us at:
📧 Email:urbanellejewelry@gmail.com
📞 Phone: 9544977943
📍 Address: inaq,sahara complex,perinthalmanna,malappuram,kerala,india,679322