At Urban Mall, we want you to love what you buy. Here is our baseline framework for returns, exchanges, and refunds to ensure a smooth shopping experience.
Last updated: June 16, 2026
Products purchased from any merchant store on Urban Mall can be returned within 7 days of delivery. To be eligible for a return, the items must meet the following criteria:
Certain types of items cannot be returned due to hygiene reasons, safety regulations, or their perishable nature. These include:
If you receive an item that is damaged, defective, or different from what you ordered, we will rectify the issue immediately at no extra cost to you.
Action Required Within 48 Hours
Please report any transit damage or wrong deliveries within 48 hours of receiving the shipment. We will arrange a free pickup and prompt replacement or refund.
Once your returned item is received and inspected by the merchant, you will receive an notification regarding the status of your return.
If approved, the refund will be processed back to your original payment method:
Processed within 24 to 48 hours directly to the mobile number used for checkout.
Processed within 3 to 7 business days, depending on your bank's clearing cycle.
Unless the return is due to a defective/damaged item, delivery fees for returns are covered by the customer.
Urban Mall is a marketplace made up of independent merchants. While all merchants must adhere to this baseline Return & Refund Policy, some shops may offer extended return terms (e.g. 14 days or product warranties). Please check the merchant's storefront info or reach out to them directly via their shop contact channels for store-specific policies.
Our customer care team is here to assist you if you face any issues with a merchant return or if you need to escalate a refund.