01 Return Eligibility

Customers should contact us within 48 hours of receiving their order if they experience any of the following issues:

• Received a damaged or defective product.
• Received an incorrect item or product different from the order.
• Product is missing an essential component that was included in the listing.

Return or replacement requests will be reviewed based on the reported issue and the condition of the product.

02 Conditions for Returns

For a return request to be considered, the following conditions may apply:

• The issue must be reported within the specified reporting period.
• The product should be unused and returned with its original packaging, accessories, and components where applicable.
• Customers may be asked to provide clear photographs or videos showing the issue.
• Proof of purchase or order details may be required.

03 Non-Returnable Items

Some products may not be eligible for return, including:

• Products damaged due to misuse, accidents, or improper handling after delivery.
• Items modified or repaired without prior approval.
• Products returned without their essential components or accessories.
• Items specifically marked as non-returnable on their product page.

04 Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact our support team within 48 hours of delivery. Share your order details along with photographs or a short video so we can review the issue and guide you through the next steps.

05 Refund Process

Once a return request has been reviewed and approved, the available resolution may include:

• A replacement product, subject to availability.
• A refund through an agreed payment method.
• Another suitable resolution agreed upon with the customer.

Approved refunds will be processed within a reasonable period. The time required for the amount to appear may depend on the payment method or financial service provider.

06 Exchange Policy

Exchange requests for damaged, defective, or incorrect products may be considered after review. Exchanges are subject to product availability and approval by our support team.

07 Order Cancellation

Customers may contact us to request cancellation before an order has been dispatched. Once an order has been shipped or handed over to the delivery service, cancellation may no longer be possible.

08 Return Shipping

If a return or replacement is approved due to a damaged, defective, or incorrect product, our support team will explain the applicable return and delivery arrangements. Any other return-shipping costs will be communicated before the return is arranged.

09 Cash on Delivery Orders

For Cash on Delivery orders, customers should contact our support team to discuss the available resolution if an eligible product issue occurs. Refund arrangements will be confirmed directly with the customer.

10 Policy Updates

Urooj Mart reserves the right to update this policy when necessary. Any changes will be published on this page with an updated revision date.