Return & Refund Policy

1 Return Eligibility & Conditions

To be eligible for a return or replacement, your item must meet the following criteria:

• The item was received in a damaged condition, with a broken safety seal, or missing items from the package.
• An incorrect product variant was dispatched by Urban Fresh.
• The item remains unused and in its original protective packaging.
• You must notify us within 7 days of delivery through our Customer Support desk.

2 Non-Returnable Products

Due to strict health, hygiene, and organic purity standards, certain product categories cannot be returned once opened or unsealed, unless delivered damaged or expired:

• Opened or partially consumed Desi Ghee jars.
• Organic Vermicompost bags that have been opened or mixed with external soil.
• Customized or clearance promotional bundle items.

3 How to Request a Return or Replacement

1. Submit Request: Visit our Contact Page or email support with your Order ID and photo/video proof of the damaged item.
2. Review & Approval: Our quality assurance team will inspect the proof within 24 hours and approve the return or instant reshipment.
3. Reverse Pickup: For eligible physical returns, our courier partner will pick up the item from your delivery address free of charge.

4 Refund Processing Timeline

Once your return is verified or approved, your refund will be processed automatically:

• Online Payments (Credit/Debit/UPI/NetBanking): Refund credited within 5-7 business days back to the original payment source.
• Cash on Delivery (COD): Refund credited via Bank Transfer (NEFT/UPI) after obtaining customer account details, within 3-5 business days.