Cancellation, Exchange & Refunds

01. Order Cancellation

You may cancel your order at any time before it has been dispatched from our warehouse. Once the shipping label is generated and the product leaves our facility, the order cannot be cancelled.

02. Exchange Policy

At Urban Nook, we take pride in the quality of our craftsmanship. We do not accept returns. We offer a 3-day exchange policy applicable only for damaged, defective, or incorrect items. You may initiate a request within 3 days of receiving your order. Since our products are made-to-order or limited batch, we do not accept exchanges for "change of mind".

• Damaged/Defective: To claim an exchange for a damaged or defective item, customers must provide a clear unboxing video in which the product label is clearly visible, and share it with us within the mentioned time window.
• Wrong Item: If you receive the wrong item, please share an unboxing video clearly showing the package label within the specified time period for verification. Once confirmed, we will arrange a reverse pickup and send the correct item at no additional cost.

03. Eligibility Criteria

To be eligible for an exchange, your item must meet the following conditions:

• The item must be unused and in the same condition that you received it.
• It must be in the original packaging with all tags and protective covers intact.
• You must provide the receipt or proof of purchase.
• A clear unboxing video with the product label visible must be shared with us.
• Items marked as "Final Sale" or "Clearance" are not eligible for exchange.

Claims we will reject:

• Change of mind, "didn't like it", or ordered by mistake.
• Claims without an unboxing video, or with an edited or cut video.
• Claims reported after 3 days of delivery.
• Items that have been used, assembled, altered or damaged after delivery.
• Minor layer lines or small texture differences, which are normal in 3D printing.

05. Non-Exchangeable Items

Certain types of items cannot be exchanged due to their nature:

06. Refund Process & Timeline

We do not offer refunds on delivered orders. For an approved damaged, defective or wrong-item claim, we will inspect the item and dispatch a replacement. A refund is issued only if we are unable to provide a replacement.

If a refund is approved (for cancelled orders, or approved claims we cannot replace), it will be processed to your original payment method within 5-7 business days. Banks may take an additional 3-5 days to reflect the amount in your account.