Returns, Refunds, Exchange and Cancellations Policy
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item / items are missing from your order, so that we can evaluate the issue and help you with an exchange or shipment of the missing parts.
In case of partial deliveries, i.e. if some products from your order are missing, please contact us on email@example.com with the details of the order and the missing product(s), and we will ship the same to you. No exchange, return or refund request will be accepted due to incomplete orders. Only if Urvann is unable to fulfil the incomplete / missing item(s), refund pertaining to the missing items will be provided.
Returns and Exchanges
We do not allow return or exchange of any product or service purchased on our website. Only in cases where a damaged product is received, or products other than those ordered are received, we will allow a 48 hour return policy.
To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags (if any), and in its original packaging intact. You will also need the receipt or proof of purchase, and the request must be raised within 48 hours of receiving the delivery.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, our logistics partner will pick up the product from your shipping address. Items sent back to us without first requesting a return will not be accepted
The email should contain –
- Reasons for return
- Copy of invoice
- Picture of the product received
Product Category Specific Policies
Please note that in case of live plants, no two products can be the same. While we take utmost care in designing our catalogue, the products shipped will vary from the images on the site, i.e. the number, size and shape of branches, leaves, flowers on the plants will vary. Hence, differences in the pictures on the website and the product received in case of plants, will not be covered under the return, refund and exchange policy.
Customized products, i.e. products made to order, cannot be returned.
Please get in touch with us on email@example.com if you have questions or concerns about your specific item.
To ensure best shopping experience for our customers, we deliver all our orders by next day (or within 2 days, as notified at checkout). However, sometimes due to unavoidable situations, the deliveries may be delayed. We will contact you in such cases to inform you of the same. No cancellation / exchange requests will be accepted due to this, unless the products were from the “Gifting Category”.
Note that Urvann will not accept cancellation / exchange requests in case the delivery is delayed due to circumstances not controlled by Urvann- restrictions due to COVID-19, weather conditions, etc.
In case you are unavailable at the time of delivery attempt, the delivery executive will contact you to confirm how can the goods be safely delivered. Delivery reattempts can only be made once, and only in exceptional scenarios. Even if the goods remain undelivered after 2 attempts, we will submit the same to the Seller. Further delivery attempts will be chargeable, additionally.
Refund requests will be accepted only in certain cases -
- If the payment was deducted twice for the same order / you placed a duplicate order and requested cancellation on the same day
- If we are unable to fulfil your order
- If we are unable to fulfil an exchange for an eligible product
- When we have accepted your return request
We will notify you once we’ve received your request (in case of returns- post inspection of goods received), and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on the payment method used to make the payment. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Third Party Terms
We, at Urvann, are not responsible for any refunds/returns related to third party sellers / vendors. Urvann will only act as a platform between the third-party sellers and the customers and by no means gives guarantees / warranties on behalf of the third-party sellers. In case of loss of communication with the third-party sellers, we shall not be held responsible for fulfilment of the contracts between the customers and the respective sellers.
In case of any disputes, arising from misinterpretation of the policy, or otherwise, the decision taken by Urvann shall be considered binding.