Refund & Return Policy
At Urban Robes, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.
Please read our Return & Refund Policy carefully before requesting a return or exchange.
7-Day Return Policy
You may request a return or exchange within 7 days of receiving your order.
To be eligible for a return, the item must:
- Be unused and unwashed.
- Be in its original condition.
- Have all original tags attached.
- Be returned in its original packaging whenever possible.
- Be accompanied by proof of purchase or order number.
Eligible Reasons for Return
We gladly accept returns if:
- You received the wrong product.
- You received the wrong size (subject to stock availability).
- The product arrived damaged or defective.
- You received an incorrect item.
Non-Returnable Items
For hygiene and quality reasons, we cannot accept returns for:
- Used or worn products.
- Washed items.
- Products with removed tags.
- Products damaged due to customer misuse.
- Items marked as Final Sale or Clearance (if applicable).
Exchange Policy
Eligible items may be exchanged for:
- Another size
- Another available color
- Another product of equal value
- Store credit (where applicable)
Exchanges are subject to product availability.
Refund Policy
Refunds are available for prepaid orders only.
Once your returned item is received and inspected, we will notify you regarding the approval or rejection of your refund.
Approved refunds will be processed within 5–7 business days through the original payment method or bank transfer.
Cash on Delivery (COD) orders will be refunded via JazzCash or Habib Bank Limited (HBL) Bank Transfer.
Return Shipping
If the return is due to:
✅ Wrong item sent by UrbanRobes
✅ Damaged or defective product
✅ Incorrect order
UrbanRobes will bear the return shipping cost.
If the return is requested due to:
- Change of mind
- Ordering the wrong size
- Ordering the wrong product
The customer will be responsible for the return shipping charges.
Damaged Products
If your package arrives damaged, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
- Your order number
- Photos of the product
- Photos of the packaging
- A brief description of the issue
Return Process
To request a return:
- Contact our customer support team.
- Share your order number and reason for return.
- Wait for return approval.
- Ship the product according to the instructions provided.
- Once received and inspected, we will process your exchange or refund.
Returns sent without prior approval may not be accepted.
Order Cancellation
Orders may be cancelled before dispatch.
Once an order has been shipped, it cannot be cancelled and must follow the standard return process.
Contact Us
For returns or exchanges, please contact us.