At Urban Jaipur, we are committed to ensuring a smooth and hassle-free shopping experience for all our valued customers. Please review our comprehensive cancellation policy below to understand how cancellations, refunds, and custom orders are handled.
1. Cancellation Timing
You may request to cancel your order before it has been dispatched. Orders are usually dispatched within 24–48 hours from the time of order confirmation. Once an order has been dispatched, cancellation requests cannot be processed.
As we strive to process and ship orders promptly, we encourage you to contact our team immediately if you wish to cancel your order.
2. Custom & Made-to-Order Products (Important)
Certain products at Urban Jaipur are custom-made or personalized based on specific requirements shared by the customer. These include, but are not limited to:
- Fitted bedsheets made as per mattress size and depth
- Custom-size or custom-design duvet covers
- Razais or quilts made with specific size, filling weight, or design preferences
- Any product customized based on size, design, or special request
Please note that customized or made-to-order products cannot be canceled, returned, or refunded once production has begun. These products are crafted exclusively for the customer and cannot be resold.
We request customers to carefully review all measurements, design selections, and order details before placing an order for customized products.
3. Cancellation After Dispatch Due to Incorrect Customer Details
If an order is returned to us due to incorrect or incomplete details provided by the customer (such as name, address, contact number, or email), the following will apply:
Redelivery Option:
You may opt to have the order resent to the corrected address by covering:
- Additional shipping charges
- Any handling or reprocessing fees incurred due to failed delivery.
Please note that cancellation or refund requests will not be accepted at this stage.
We strongly recommend that customers double-check all personal and delivery details at the time of placing the order.
4. Delivery Attempts, Delays & Failed Deliveries
In case of delivery delays or failed delivery attempts due to reasons beyond our control—such as customer unavailability, refusal to accept the parcel, restricted access, or courier partner constraints—the following will apply:
- Our courier partners generally make up to three delivery attempts for every shipment.
- Orders cannot be canceled due to delivery delays or pending delivery attempts.
Redelivery Option:
If delivery fails due to customer unavailability or related reasons, you may opt for redelivery by bearing additional shipping and handling charges, if applicable.
Return to Origin / Cancellation After Failed Attempts:
If the shipment is returned to us due to non-acceptance, rejection, or repeated customer unavailability:
- Forward and Return shipping and handling charges will be deducted
- The balance amount (if any) will be refunded as per policy
We strongly recommend customers remain available at the delivery address and respond to courier calls to avoid delays or additional charges.
5. Refund Policy for Cancelled Orders (Before Dispatch)
If you cancel your order before dispatch, the following will apply:
- A payment gateway fee will be deducted from the total order amount.
- The remaining balance will be refunded to the original payment method within 24–48 hours.
Please note that depending on your bank or payment provider, it may take additional time for the refund to reflect in your account.
6. Customer Responsibility & Prevention Tips
To ensure smooth delivery and avoid unnecessary delays or costs, customers are advised to:
- Verify contact details, address, and payment information before checkout
- Contact our team immediately if any correction is needed after placing the order
Your cooperation plays an important role in ensuring timely delivery and a seamless shopping experience.
7. Goodwill Gesture for Our Valued Customers
At Urban Jaipur, we believe in building long-term relationships with our customers. In certain cases of delivery delays, failed attempts, or unforeseen inconveniences, we may extend special discounts, offers, or goodwill gestures at our discretion to support our customers.
Customer satisfaction and trust remain our top priority.
To Request a Cancellation or Raise a Concern
If you need to request a cancellation or have any concerns regarding your order, please contact us through:
- Email: [email protected] (please mention your order number)
- WhatsApp: +91 9024412440 (please share your order ID)
Our customer support team will assist you at the earliest.
Thank you for choosing Urban Jaipur. We truly appreciate your trust and look forward to serving you again.