Cancellation and Return Policy

How can I cancel my order?

Cancellations will be considered as long as your order has not been shipped and your amount will be refunded back to you via the original mode of payment.
Please note that cancellation request for the personalised or custom / special made-to-order items will be allowed as long as the order has not been processed.
Request you to please contact customer support at support@urby.in as soon as possible with your order number.



What is your Returns Policy?

We have a 15-day return or exchange policy on all of our products. If you aren’t satisfied, we can set up a refund for you as store credit or an exchange within 15 days from the date of receipt of the item.
Below are the terms and conditions for the return:
1) The returned products should be in unused original condition with all item tags attached and any related accessories or instruction booklets included as received.
2) Personalised, special made-to-order and all final sale items are not eligible for returns / exchanges.
3) Additionally, we have a one-year warranty on all of our leather goods. All products come with our guarantee that every product is free of material and manufacturing defects.



How do I return the product if it is defective/damaged?

If you have received a damaged, defective, or incorrect item, please contact support@urby.in within 24 hours with a photo of the damage, or the wrong item you received, as well as your order number. We’ll take care of you!



When will I receive replacement for my product?

Stock permitting, replacement will be shipped within 10 business days of us receiving the product back.
This will be done as long as the return is in accordance with the terms and conditions.



What are the terms and conditions for a refund?

All refunds will be credited as your Urby store credits which you can use to shop on Urby.in within 365 days of the credit issue.



How long the refund procedure takes?

The refund procedure will be initiated within 72 hours once we receive your product. Once initiated, the amount will reflect in your Urby account as store credits.



Can I return a personalised or a special made-to-order product ?

So sorry, but as these products are made specially for you, they are final sale only and cannot be returned.
That being said, we stand behind the quality of all our products with a one year warranty and the same will be applicable to the personalised / made-to-order items too.



Fair & reasonable appearance of the personalisation text & alignment

Personalisation is done by hand using traditional machines, making each item unique. Due to the manual process, the alignment of the text can't be mathematically accurate. Additionally leather being natural material, its natural grain or the embossed texture resistance makes the appearance of the impression done via hot stamping process variable, and the text may not appear as sharp as shown in the images shown for reference on various sections on the website. That being said, We thoroughly inspect each item, and only ship items that are within fair & reasonable acceptance appearance. All sales are final.