Refund policy
At Urban Daraz, powered by Creavix Solutions, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully before requesting a return or refund.
1. Return Eligibility
To be eligible for a return, your item must meet the following conditions:
The return request is made within 3 Days of receiving parcel.
The item is unused, unworn, and in its original condition.
The product is returned with its original packaging and accessories.
A valid proof of purchase or order confirmation is provided.
We reserve the right to decline returns that do not meet these requirements.
2. Return Timeframe
If you wish to return an item, please contact us within 3 Days of the delivery date.
After your request has been approved, return instructions will be provided by our customer support team.
Items sent back without prior authorization may not be accepted.
3. How to Request a Return
To initiate a return, please contact us at:
Email: creavixsolutions@gmail.com
Please include:
Your Order Number
Full Name
Reason for Return
Proper Unboxing video of the product (if damaged or defective)
Any additional information that may help us process your request
We aim to respond within 24 Hours during business days.
4. Exchanges
If you receive a product that is defective, damaged, or incorrect, we will gladly offer an exchange, subject to product availability.
To request an exchange:
Contact us within 3 Days of receiving your order.
Provide your order number and supporting unboxing video.
5. Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please notify us within [24 Hours] of delivery.
Please send:
Clear Video of the product
Video of the packaging
Your order number
A brief description of the issue
Once verified, we will arrange a replacement.
6. Non-Returnable Items
For health, hygiene, and safety reasons, certain items cannot be returned unless they are defective or damaged upon arrival.
Examples include:
Opened or used personal care and wellness products
Items damaged due to misuse, improper handling, or accidental damage
Products returned without original packaging
Gift cards
Clearance or final sale items (if applicable)
Any non-returnable items will be clearly identified on the product page where applicable.
7. Return Shipping Costs
If the return is due to:
Our Error
Incorrect item shipped
Damaged product
Defective product
We will cover the return shipping costs.
Customer Preference
Ordered the wrong item
No longer needed
Changed your mind
The customer is responsible for the return shipping costs unless otherwise stated.
We recommend using a trackable shipping service for all returns, as we cannot guarantee receipt of returned packages.
8. Order Cancellations
Orders may be cancelled before they have been processed or shipped.
If your order has already been dispatched, it cannot be cancelled and must follow the standard return process after delivery.
9. Contact Us
If you have any questions about this Return & Refund Policy or need assistance with a return, please contact us:
Store Name: Urban Daraz
Powered By: Creavix Solutions
Email: creavixsolutions@gmail.com
Response Time: Within 24 Hours
Our goal is to provide a fair, transparent, and hassle-free shopping experience. We appreciate your trust in Urban Daraz and will do our best to resolve any concerns promptly and professionally.
NOTE
Please note that we operate on a strict "No Refund, Replacement Only" policy. We do not issue cash or credit refunds under any circumstances. Replacements are only issued for products that are proven to be defective or damaged upon arrival.
To be eligible for a replacement, customers must provide definitive video proof. No replacement claims will be entertained without a valid unboxing video.
Unboxing Video Requirements for Replacement Claims:
To successfully claim a replacement, the customer must submit an unboxing video that strictly meets the following criteria:
Single, Uncut Take: The video must be one continuous, unedited shot. Videos with cuts, pauses, or transitions will be immediately rejected.
Pre-Opening Inspection: The video must start by clearly showing the unopened parcel exactly as received from the courier. The customer must show all sides of the package to prove the seal is intact and there is no prior external tampering or damage.
Opening on Camera: The breaking of the seal and opening of the flyer/box must happen clearly within the frame of the video.
Functionality Test: Once opened, the customer must turn on and test the product's basic functionality within that exact same continuous video.
If the video clearly demonstrates that the product was received in a defective or non-functioning condition directly from our end, a replacement will be approved and processed. If the video proof is missing, edited, or does not clearly show the defect upon initial opening, the replacement claim will be denied.