At UrbanX, we are committed to providing reliable and efficient courier services. However, we understand that sometimes things can go wrong. If you're not satisfied with our service, here is our refund policy:
1. Delayed Deliveries:
If your parcel is delayed beyond the promised delivery time, you may be eligible for a refund or a service credit, depending on the situation.
Refund eligibility depends on:
Service Level Agreement (SLA): Refunds will be issued for delays exceeding the maximum time frame as specified in your service agreement.
Exemptions: Refunds will not apply if the delay is caused by factors outside our control, such as adverse weather conditions, natural disasters, or customs delays.
2. Damaged or Lost Parcels:
If your parcel arrives damaged or is lost during transit, please contact us within X days of delivery or shipment.
For damaged items, we will:
Issue a full refund or arrange a replacement, depending on your preference and the nature of the damage.
Require you to provide proof of damage (e.g., photographs, inspection report).
For lost parcels, a refund or replacement will be provided, subject to investigation. A refund or replacement will only be issued if:
The parcel is confirmed lost by our team.
The parcel was not marked as "non-refundable" or "non-insured" at the time of shipping.
3. Incorrect or Failed Deliveries:
If we attempt to deliver a parcel to the wrong address, or if the delivery fails due to errors on our part (e.g., incorrect label, miscommunication), we will:
Provide a full refund or a re-delivery at no additional cost.
The customer must notify us within X days from the failed delivery.
4. Refund Process for Service Failures:
Eligibility: Refund requests must be submitted within X days of the incident (e.g., delay, damage, failure to deliver). Requests received after this time will not be processed.
Refund or Service Credit: If you are eligible for a refund, we will either:
Issue a refund to the original payment method for the shipping cost.
Offer a service credit for future shipments, if applicable.
Exceptions: Refunds will not be issued for items that are incorrectly addressed, unshipped due to customer error, or refused delivery by the recipient.
5. No Refunds for Non-Refundable Services:
Certain services and shipments are non-refundable, including but not limited to:
Shipments with unverified or incorrect addresses.
Items shipped under special rates or promotional pricing.
Parcels marked as non-refundable, perishable, or hazardous goods.
6. Insurance for Shipments:
For an additional fee, customers can opt for shipment insurance, which covers lost or damaged goods during transit.
If the shipment is insured, the customer will be eligible for compensation based on the value of the goods, subject to the insurance terms.
Without insurance, refunds will only be provided for the shipping cost, not for the value of the goods.
7. How to Request a Refund:
To request a refund or initiate a claim for a lost or damaged parcel, please contact our customer service team within X days of the incident at:
Email: [Customer Support Email]
Phone: [Customer Support Phone Number]
Online Claim Form: [Website Link]
Please provide the following information in your request:
Tracking number
Description of the issue
Proof of damage (if applicable)
Any relevant documentation (e.g., delivery receipt, photographs)
8. Refund Timing:
Once we receive your refund request, it may take 10 business days for processing. Refunds will be issued to the original payment method or through service credits.
If the issue requires an investigation (e.g., lost packages), the process may take longer.
9. Contact Us:
If you have any questions about our refund policy or need assistance, please reach out to us:
Email: support@urbanx.net.in
Phone: +91 888 666 2152
Website: https://home.urbanx.net.in/refund
Important Notes:
Terms & Conditions: This refund policy is subject to our standard terms and conditions. Please review them carefully for more details.
Force Majeure: We are not responsible for delays, loss, or damage caused by events beyond our control, such as natural disasters, war, strikes, or government actions.
Legal Compliance: Ensure your refund policy aligns with the consumer protection laws in your country. In some jurisdictions, customers may have a right to request a refund for services that were not delivered as promised.
