Refund Policy


By placing an order, you confirm that you've read, understood and accepted the following refund policy.

Returns

  • Our policy lasts 30 days from arrival date — if 30 days have gone by since you received the item(s), unfortunately, we can’t offer you a refund or exchange.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. No wear and tear on the item, and it must also be in the original packaging during return.
  • We accept the return on products which were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item dispatched, faulty product, or the item is damaged).
  • Item(s) must be returned together with proof of purchase.
  • Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase. Please contact our support team via hello@theurbanupgrade.com for more information.

Please be informed that you have to pay the return shipping fee.


Returns
To return your product, you should mail your product to:

The Urban Upgrade
E-Block, Canal View Society,
Lahore, Pakistan

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $60, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time (2-5 business days) before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@theurbanupgrade.com

Cancel order

You can cancel your order 100% within 6 hours from purchasing time of the same day for 100% refund.

If you cancel your order from 6 hours to 12 hours, we will be sending your item to your address from our warehouse. Therefore, please be informed that a management, processing and transaction fee (30% of your total order value) will be applied for the cancellation.

If after 12 hours, your item will be on transit, therefore we cannot cancel your order.

Full refund only applies to switching orders. Once you place new orders, our system will automatically cancel old orders and refund 100%.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@theurbanupgrade.com