Return & Refund Policy
Last updated: October 7, 2026
If something is wrong with your Urbaan order, we'll make it right. Here's how returns and refunds work.
What can be returned
We accept a return when:
- You received a different item or size from the one you ordered.
- The item arrived damaged or defective.
We can't accept returns for items that arrived as ordered and in good condition, such as a change of mind or a size you chose that doesn't fit.
Request within 3 days
Please report the problem within 3 days of receiving your order. We can't accept requests after that.
Unboxing video required
Please record a video while opening your parcel, from the sealed package until the item is fully visible. We need this video to confirm a wrong, damaged or defective item, so we can't accept a return without it.
How to request a return
- With an account: go to My Orders, open the delivered order and select Request Return. Then send your unboxing video to us on WhatsApp or Messenger.
- Ordered as a guest: send your order number and unboxing video to us on WhatsApp or Messenger.
We'll review your request and let you know if it's approved. Once it is, send the item back to us.
Return delivery charge
Urbaan covers the return delivery charge for wrong, damaged or defective items. If we check a returned item and find it doesn't qualify for a return, the return delivery charge is yours to pay.
Refunds
Once we receive and check the returned item, we'll send your refund to your bKash or Nagad number within 3 working days.
Cancelling an order
You can cancel an order from My Orders until it's out for delivery. Orders are paid on delivery, so there's nothing to refund when you cancel. If you ordered as a guest, message us on WhatsApp or Messenger to cancel.