Returns, refunds and cancellation

You have 15 days from the day the parcel is delivered to ask for a return. Ask on day 15 and you are inside it; the pickup itself can happen after.

Unworn, unwashed, unaltered, with the original tags attached and in the packaging it arrived in. A garment that has been worn out for an evening is not a return, and we will send it back.

Trying something on to check the fit is expected and is not wearing it.

Dupattas with zari work, once the tag is off. This is stated on the product page before you buy, not discovered afterwards.

Nail-art products, once the seal is broken — a hygiene rule rather than ours. Sealed and unopened, they come back like anything else.

Anything made or altered to your measurements, and anything bought under a clearance that says “final sale” on the product page itself.

None of this applies if the item reached you damaged, faulty or not what you ordered. In that case it comes back whatever it is.

Handloom and hand-block-printed cloth varies from piece to piece. Slubs, a thread that sits differently, small irregularities in the weave, print registration that is not machine-perfect — these are characteristics of the process and not defects, and they are not grounds for a return.

Colour is different. If a garment arrives a genuinely different colour from the photograph, it comes back free and we pay for the return.

Open the order in your account and start the return there, or message us on WhatsApp with your order number and what is wrong. Photographs help for anything damaged or faulty.

We arrange the pickup from the same address the parcel went to, usually within two to four working days. If your pincode is outside the courier’s reverse-pickup network we will tell you and cover the cost of posting it back instead — we do not leave you to absorb that.

Once the parcel reaches us it is checked, and the refund is issued within 5 working days of that check.

Prepaid orders are refunded to the original payment method. How quickly it appears is then your bank’s business, not ours — usually 3 to 7 working days for a card, sooner for UPI.

Cash-on-delivery orders are refunded by bank transfer. We will ask for an account number and IFSC, and we will ask for them on WhatsApp or by email — never by asking you to click a payment link, and never for a card number, a PIN or an OTP. Anyone who does that is not us.

We refund the price you paid for the returned items. The ₹49 cash-on-delivery handling charge is not refunded on a change-of-mind return, because it was already spent collecting the money. On a damaged, faulty or wrong item it is refunded with everything else.

For a different size or colour in the same style, ask for an exchange when you start the return. We pick the first parcel up and send the replacement once it reaches us, subject to the size being in stock.

If it is not in stock we refund instead rather than make you wait without a date.

Free, any time before the parcel is dispatched. Cancel it from the order in your account or message us. A prepaid order cancelled before dispatch is refunded in full, with nothing deducted, within 5 working days.

Once a parcel has left us it can no longer be cancelled — refuse it at the door or start a return after it arrives. Both work, and neither costs you anything on a prepaid order.

We may cancel an order ourselves if an item turns out to be out of stock, if a price was plainly wrong, or if we cannot reach you to confirm a delivery address. We tell you why, and anything paid comes straight back in full.

Write to care@missurbaani.com and it goes to our grievance officer, who answers within 48 hours. That route is there under the Consumer Protection (E-Commerce) Rules, 2020, and using it costs you nothing.