Refund policy

Return & Refund Policy

At Urban Edge, customer satisfaction and transaction transparency are our priorities. We maintain a secure and fair return process to prevent misuse, fake return claims, and fraudulent orders while ensuring genuine customers receive quick support and refunds.

Return Eligibility

We offer a 2–3 day return window from the date of delivery.

To be eligible for a return:

  • The item must be unused, unworn, unwashed, and in its original condition.

  • Original tags, packaging, and invoice/proof of purchase must be available.

  • A proper unboxing and issue video is mandatory for all return/replacement requests.

  • The return request must be raised within 2–3 days after delivery.

Mandatory Video Proof

To maintain transparency and protect both customers and our business from fraudulent claims, customers must:

  1. Record a clear continuous video while opening the package.

  2. Clearly show:

    • The shipping label

    • Package condition

    • Product condition

    • Any damage, defect, missing item, or wrong product issue

  3. Send the video along with order details to:

Email: edgestore.in@gmail.com

Requests without valid video proof may be rejected after verification.

How to Request a Return

To initiate a return:

  • Email us at edgestore.in@gmail.com

  • Include:

    • Order ID

    • Issue description

    • Images (if applicable)

    • Mandatory unboxing/issue video

Once verified and approved, we will provide further instructions regarding the return process.

Returns sent without prior approval will not be accepted.

Return Address

[INSERT RETURN ADDRESS HERE]

Refund Processing

Once the returned item or issue is verified and approved:

  • Refunds are generally processed on the same day of approval.

  • Refunds will be credited to the original payment method.

  • Banks/payment providers may take additional time to reflect the amount.

Refund Deductions & Processing Charges

To maintain operational transparency and prevent fake/fraudulent orders, certain non-refundable payment processing charges will be deducted from the refund amount.

The deduction details will always be clearly shown in the Refund Comment Box for complete transparency.

Payment Gateway Charges (Razorpay)

The following charges are deducted from the refund amount:

  • 2% Razorpay transaction fee

  • 18% GST on Razorpay fee

These payment gateway charges are non-refundable once a transaction is processed.

COD Handling Charges

For Cash on Delivery (COD) orders, applicable COD handling/shipping charges may also be deducted from the refund amount.

Standard Refund Processing Fee

Refund Amount Processing Fee
₹0 – ₹1000 ₹7.99
₹1001 – ₹25000 ₹11.99
₹25001 and above ₹14.99

These fees are deducted from the refundable amount during processing.

Example Refund Calculation

Example for a prepaid order:

  • Order Amount: ₹1000

  • Razorpay Fee (2%): ₹20

  • GST on Razorpay Fee (18%): ₹3.60

  • Processing Fee: ₹7.99

Final Refund = ₹968.41

All deductions will be shown clearly during refund approval.

Damaged, Wrong, or Missing Products

Please inspect your order immediately upon delivery.

If you receive:

  • A damaged product

  • Wrong item

  • Missing product

  • Defective item

Contact us within 2–3 days with proper video proof so we can verify and resolve the issue quickly.

Non-Returnable Items

The following items are not eligible for return/refund:

  • Sale/discounted items

  • Gift cards

  • Personalized/custom-made products

  • Innerwear/personal care items (if applicable)

  • Products damaged due to customer misuse

  • Returns without proper video proof

Exchanges

We currently process returns and refunds separately.

If you need another size/product, please place a new order after the return request is approved.

European Union 14-Day Cooling-Off Period

If the order is shipped to the European Union, customers are entitled to a 14-day cancellation/return period under applicable EU laws.

The item must remain unused, with original tags and packaging intact.

Secure Payments & Customer Protection

All payments on Urban Edge are processed through trusted and secure payment gateways.

Our refund deduction policy is implemented solely to cover unavoidable transaction and operational costs and to reduce fraudulent/fake return claims. We are committed to maintaining:

  • 100% transparent refund calculations

  • Safe & secure transactions

  • Fair policies for genuine customers

  • Fast refund processing after verification

For any questions regarding returns or refunds, contact:

Email: edgestore.in@gmail.com