At Urban Khel, we strive for your complete satisfaction. We understand that sometimes an item might not be the perfect fit or may not meet your expectations. To ensure a smooth experience and comply with Pakistani consumer protection laws, please review our policy carefully.
1. Our 14-Day Exchange & Refund Policy
We accept returns for exchanges or, in certain circumstances, refunds, for items purchased from Urban Khel within 14 days of the delivery date. After 14 days, unfortunately, we cannot offer an exchange or refund.
2. Emphasis on Exchanges - Our Preference
We prefer to facilitate exchanges to ensure you find an item that truly suits your needs. If you wish to exchange an item, we are happy to assist you in selecting another item of equal or greater value (with the customer paying the difference) or providing store credit for the value of the returned item.
3. When Refunds Are Accepted (as per Pakistani Law)
While our primary goal is to offer exchanges, Pakistani consumer protection laws mandate refunds in specific scenarios. You are entitled to a refund if:
- Defective Products: The product is faulty, damaged, or does not meet the advertised specifications (e.g., non-functional, broken upon arrival).
- Misrepresentation: The seller provided false or misleading information about the product that significantly impacts its usability or value (e.g., wrong size sent, material different from description).
- Non-Delivery: The product was paid for but not delivered within the promised timeframe or at all.
4. Eligibility for Return (Exchange or Refund)
To be eligible for a return (whether for exchange or refund), your item must meet the following criteria:
- Within 14 Days: The request for return must be initiated within 14 days of the delivery date.
- Unused and Unworn: The item must be in its original condition, unworn, unwashed, and unused (unless it's defective and the defect was discovered upon first use).
- Original Packaging: The item must be returned in its original packaging, including any tags, labels, and accessories.
- Proof of Purchase: You must provide a valid proof of purchase, such as your order number or receipt.
Items Not Eligible for Return:
- Items returned after the 14-day window (unless there's a latent defect discovered later and reported immediately).
- Items that have been worn, washed, damaged due to misuse, or altered by the customer.
- Items without original tags or packaging (unless defective and packaging was damaged during inspection of defect).
- Gift cards are non-exchangeable and non-refundable.
- Perishable goods or intimate/hygiene products (if applicable to your store) may also be excluded for health and safety reasons, provided this is clearly stated at the time of purchase.
5. How to Initiate a Return
To initiate a return for exchange or refund, please follow these steps:
- Contact Us: Email our customer service team at urbankhel75@gmail.com within 14 days of receiving your order. Please include your order number, a clear explanation of the issue, and whether you are requesting an exchange or refund.
- Provide Evidence (for defects/misrepresentation): If the item is defective or misrepresented, please attach clear photos or videos demonstrating the issue. This will help us process your request more efficiently.
- Approval & Instructions: Our team will review your request and provide you with instructions for returning the item. Please do not send items back without prior approval.
- Return Shipping:
- For exchanges or returns not due to a defect or misrepresentation, the customer is responsible for all shipping costs associated with returning the item. We recommend using a trackable shipping service as we cannot be responsible for lost return shipments.
- If the return is due to a defective product or misrepresentation on our part, Urban Khel will cover the return shipping costs.
- Inspection: Once we receive your returned item, it will undergo an inspection to ensure it meets our return eligibility criteria.
- Processing the Exchange/Refund:
- For Exchanges: Upon successful inspection, we will contact you to discuss your preferred exchange item or the issuance of store credit.
- For Refunds (as per Pakistani Law): If your return qualifies for a refund under Pakistani consumer law (defective, misrepresented, or non-delivery), the refund will be processed to your original payment method within [Number] business days after the item is received and inspected. Please note that banks and payment providers may take additional time to process and post the refund to your account.
6. Store Credit
If you opt for store credit (as an alternative to an exchange), it will be issued in the form of a unique code that can be applied at checkout for future purchases. Store credit does not expire.
7. Our Commitment & Consumer Rights
Urban Khel is committed to fair trade practices and upholding consumer rights as enshrined in the Consumer Protection Act of Pakistan and relevant provincial laws (e.g., Punjab Consumer Protection Act, Khyber Pakhtunkhwa Consumer Protection Act, etc.). If you believe your rights have not been met, you have the right to escalate your complaint to the relevant consumer protection authority or consumer court.
8. Contact Us
If you have any questions about our Return, Exchange & Refund Policy, please don't hesitate to contact us at urbankhel75@gmail.com or call us at 0333-9720175.
