Orders:
1. Why am I unable to place orders?
This could be due to the following issues:
- There is a Payment decline. Please select here to know more about Payment issues.
- The item you have selected is out of stock.
- There is some technical or internet connectivity issue.
- Undeliverable to selected location/pincode.
- There is a quantity limit.
2. Can I change or modify orders that are already placed?
You would not be able to change or modify the number of items once you have already placed an order. You can place another fresh order with the desired modifications. However, you can change your shipping preferences in Your Account at any time after placing your order as long as the order hasn't entered the shipping process yet.
3. How to cancel orders?
You can cancel items or orders by visiting the Your Orders section in Your Account.
To cancel orders that aren't yet out for delivery:
- Go to Your Orders.
- Select the item you want to cancel and click Cancel items.
- Provide reasons for cancellation (optional).
- Click on Cancel Checked Items.
To cancel an order that is already out for delivery:
- Go to Your Orders.
- Select the Request cancellation option and proceed further.
- The item(s) will be returned to us for a refund (if the payment is already made).
Returns & Damages:
1. What qualifies as damaged or defective products?
- Product is not in working condition or has visible cuts, crush, tear, broken parts, dents or scratches.
- Product seal is broken and/or there is a leakage.
- Product arrived with parts or accessories missing.
- Product arrived in a different size or color than what was ordered.
- Item does not match product description.
- Entire product is missing, but the box is not tampered.
- Products is expired.
- Dead on Arrival / Screen Damaged.
- Product doesn't meet expectations.
- Product box damaged - packaging issue, Transportation issue.
- The correct box contained incorrect item.
- Item missing-box tampered.
- Product is fake / counterfeit.
- Product has a different seal.
2. What to do if you receive a damaged or defective product?
If you have received a damaged, defective or if you are not happy with the product quality, you can return or replace the product. Note:
- Items listed on UrbanLeaps.in that are identified as 'returnable' on the product detail page and within the 'return window' period. Products eligible for return will have a logo on the product details page which mentions the return window and return category as per the product. (Example: 10 Days Returnable, 7 Days Return & Exchange, etc.). Visit Returns Policy to learn more.
- Replacement or exchange of products is based on the availability of products.
3. How to return a damaged product Fulfilled by Urban Leaps?
- Go to Your Orders.
- Select the product that you want to replace.
- Click on Return/ Replace items.
- Choose a reason to replace.
- Continue and proceed as per the on-screen instructions.
4. What to do if renewed products are damaged?
If you have received a damaged renewed product, you can initiate a return or replacement through the Your Orders page. You will be required to upload all sided images of the product received. Make sure the images are clicked with the product placed at least 8 inches from the camera. Along with the images, ensure to provide the invoice details.
5. What can I do if I receive a wrong item?
You can return or request for replacement of the wrong item. Please ensure the item is in its original condition, and still in its packaging to be eligible for a return.
Payment & Refund:
1. Why did the payment fail?
Payments made on UrbanLeaps.com can sometimes fail or remain in a pending stage. If you are facing this issue, you have the option to revise your payment. Here are some probable reasons:
- You may have entered incorrect credit or debit card details (e.g., name on the card, card number, CVV, 3D-secure PIN, and expiry date).
- In case of an American Express card, your payment may fail if your billing address or PIN code is incorrect.
- You may have closed or refreshed the page or went back to the previous page, while your payment was still being processed.
- In some cases, your payment could fail if connection with your bank was not possible due to technical issues or your bank may be going through an outage.
- Your card may be blocked for online transactions.
2. How will the refunded money be credited?
The refund should be processed via NEFT/IMPS and credited to your bank account by 5 business days from the date of refund initiation.