Urban Basket does not offer refunds, but our exchange policy lasts 7 business days from the date of delivery. If 7 business days have gone by since your order was delivered, unfortunately we can't offer you an exchange.
To be eligible for an exchange, your item must be unused and in the same condition that you received it, in its original packaging with all tags intact.
We only offer exchanges if the item you received is damaged or defective. If you need to exchange it for the same item, please contact us using the details below.
How to Request an Exchange
1 Contact us within 7 business daysReach out via phone or email with your order details and a photo of the damaged/defective item. 2 We respond within 24 hoursOur team will review your request and share exchange instructions. 3 Send the item backOnce confirmed, ship the unused item back to us in its original packaging. 7 Receive your replacementOnce we receive and inspect the item, we'll dispatch your replacement. Delivery time may vary depending on your location.Proof of Purchase
To complete your exchange, we require proof of purchase (your order number, or the phone number used while placing the order).
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive credit for the value of your exchange once the returned item is received and inspected.
Unboxing Video Requirement
Customers must record a clear and continuous video while opening their parcel. The video must start before opening the package and continue until the product is fully unpacked and inspected. The video should clearly show the parcel packaging, shipping label, and the condition of the product. Any complaint regarding a damaged, defective, or missing item must be supported by a valid, uninterrupted unboxing video. Customers must report any such issue within 24 hours of delivery. Claims submitted without an unboxing video may not be eligible for an exchange. Urban Basket will not be responsible for any damage caused after delivery, including accidental drops, mishandling, improper use, or damage caused by children.
Shipping
To send back your item, first get in touch with us using the contact details below. We will respond within 24 hours with instructions.
You will be responsible for the shipping cost of returning your item to us; shipping costs are non-refundable. Delivery time for your exchanged item may vary depending on your location.
Urban Basket
New Naz Plaza, Saddar, Karachi, Pakistan