Refund policy

We want you to love what you buy from us. If something isn’t right, we’re here to help. Please read this Refund & Return Policy carefully before placing your order.

1. Return Eligibility
 You may request a return if:

  • The item is unused, in its original packaging, and in the same condition as received.

  • We offer a 5-calendar-day return period from the date you receive your order.

  • If the product is defective, damaged, or the wrong product, please return it within 5 calendar days with an unboxing video.

  • We will deliver the exchange/replacement product within 5–7 calendar days.

  • Refunds are processed within 8–15 working days to the original payment method or via bank transfer/UPI for COD orders; shipping charges are non-refundable.

Returns without video evidence or outside the return window will not be accepted.

2. Non-Returnable Items
 The following items are not eligible for return:

  • Items marked “final sale” or “non-returnable”

  • Personal care, health, or hygiene-related products once opened

  • Perishable goods or fragile items like candles, wax-based products

  • Customized, made-to-order, or digital products (unless defective)

3. Return Process
 To request a return:

  • Contact our support team at care@shopilefy.com within 5 calendar days of delivery.

  • Include your order number, reason for return, and the unboxing video.

  • Once approved, we will guide you on the pickup or self-shipping process.

Return Shipping & Fees:

  • Return pickup may be available in select locations. Otherwise, the customer must self-ship.

  • A ₹100 return and restocking fee applies to all accepted returns and will be deducted from the refund amount.

4. Exchanges
 We offer exchanges in the following situations:

  • The product is defective, damaged during shipping, or the wrong item was sent.

  • Size-related exchanges for eligible products (subject to availability).

Conditions:

  • Exchanges must be requested within 5 calendar days of delivery.

  • Only one exchange per order is allowed.

  • A ₹150 exchange handling fee may apply for size-based exchanges.

  • We will deliver the exchange/replacement product within 5-7 calendar days.

5. Refunds
 Once the returned product is received and inspected, you’ll be notified of the approval or rejection. If approved:

  • Refunds are processed to the original payment method within 8–15 working days.

  • For COD orders, refunds will be issued via bank transfer or UPI.

  • Shipping charges (if any) are non-refundable.

Refunds will not be issued if:

  • The item shows signs of use.

  • The original packaging is missing.

  • The unboxing video is not provided.

  • The return is rejected after inspection.

6. Order Cancellations

  • Orders can be cancelled before they are shipped. To cancel, contact us immediately at care@shopilefy.com.

  • Once shipped, cancellation is no longer possible.

  • Refunds for prepaid cancellations will be processed within 1–2 working days.

  • Repeated cancellations may result in account restrictions.

7. Damaged, Incorrect, or Missing Items
 If your order arrives damaged, has missing items, or you receive the wrong product:

  • Contact us within 24 hours of delivery.

  • Provide a clear unboxing video showing the issue.

  • We will deliver the exchange/replacement product within 5-7 calendar days.


Note: Without the video, replacements or refunds cannot be issued.


8. Contact Us
 For any questions, return/exchange requests, or order issues, you may reach us at:
📧 Customer Support Email: care@shopilefy.com

💬 Phone/WhatsApp: +91-9234056100
⏰ Business Hours: Monday–Saturday, 10 AM to 6 PM (excluding holidays)

📦 Unboxing Video Recommendation

To help ensure a smooth and speedy return process, we kindly recommend recording an unboxing video when your order arrives. 🎥 This can serve as helpful proof in case your item is damaged, defective, or not as expected.

Please include:

✅ Clear footage of the package being opened

✅ A full view of the product inside

✅ Any visible issues or concerns

Your video can make the resolution process faster and easier. ⏱️


💬 Our Commitment to Your Satisfaction

At Urban Sutraa, your happiness is our top priority. 💖 We're committed to a simple, transparent, and stress-free return experience — because we care about your peace of mind while shopping. 🛍️

If you have any questions or need support, our friendly customer care team is here to help! 🤝

Thank you for choosing Shopilefy✨
Happy Shopping! 😊