Refund policy
Returns & Refund Policy
We offer replacements only for:
- Damaged products
- Defective products
- Incorrect products delivered
Requests must be made within 24 hours of delivery.
Please provide:
- Order Number
- Photos or videos of the product
- Photos of the package (if damaged)
Non-Returnable Items
We do not accept returns for:
- Change of mind
- Incorrect product selection by the customer
- Used products
- Products damaged after delivery
Refund Policy
Prepaid Orders
If your prepaid order is cancelled before shipment, a full refund will be issued.
If a prepaid order is returned to us due to courier issues or cancellation before delivery, the refund will be processed after verification.
Approved refunds are credited to the original payment method within 5–7 business days after processing.
Cash on Delivery (COD)
Refunds for COD orders are applicable only in cases where Urban Luma approves the claim due to a damaged, defective, or incorrect product. Refunds will be made via bank transfer or UPI after verification.
Replacement Process
- Contact customer support within 24 hours.
- Share photos/videos of the issue.
- Our team will review your request.
- If approved, a replacement will be arranged.
Cancellation
Orders may be cancelled before shipment. Once an order has been shipped, cancellation is not possible.
Contact Support
For assistance regarding returns or refunds, please contact us through the Contact Us page.