UrbanMaali

Effective Date: 7 July

At UrbanMaali,
We strive to ensure that your plants arrive in the best possible condition. However, since we rely on third-party courier services for deliveries, certain conditions apply to our refund and replacement policy:

✅ 1. Returns

We accept returns only under the following conditions:

  • The product was damaged in transit
  • The wrong product was delivered
  • The plant arrived dead or decaying

To qualify for a return:

  • We offer refunds or replacements only for plants that are completely damaged, such as rotten plants, missing plants, or plants that are entirely unusable.
  • Refunds or replacements are only applicable if your order arrives within 5 days from the day it was dispatched.

To complete your return, we require a receipt or proof of purchase.

📧 Email us at admin@urbanmaali.com with your order ID, proof of damage, and a short description.

❌ Returns are not accepted for:

  • Plants that died due to lack of care after delivery
  • Slight variations in size, color, or shape (as plants are natural and unique)
  • Items purchased on sale or clearance

Refunds

Refunds will be processed:

  • Only for approved return cases (see above)
  • Within 5–7 business days of return approval
  • To the original payment method (UPI, Card, Wallet, etc.)

🔁 In some cases, we may offer a replacement plant or a store credit instead of a refund, depending on availability.

Late or missing refunds

You can cancel your order:

  • Within 12 hours of placing it
  • If the order hasn’t already been dispatched

Once dispatched, cancellations are not allowed.

Shipping Costs

For eligible returns due to damage or wrong items, UrbanMaali will cover return shipping.

For other cases, return shipping (if applicable) will be borne by the customer.


Courier Services

We do not directly handle the courier services and instead use third-party shipping providers, including post office services and private couriers like Delhivery.com.

These couriers are independent companies, and while we strive for timely delivery, we do not control their shipping times or practices.


Damaged Plants

If your package arrives within 5 days and the plants are damaged, rotten, or unusable, we require you to film the entire unboxing process as proof of the plants' condition.

You must inform us within 24 hours of receiving the package. Once we receive your report and the video evidence, our review team will assess the situation. If the team confirms that the plants are completely damaged or unusable, we will process a refund or replacement for the affected items.



Please note


That minor damage, particularly common with succulents due to shipping shock, may occur. This type of damage might not qualify for a refund or replacement, as it's a normal part of the shipping process.




Missing Plants


If any plants are missing from your order, regardless of whether the package arrives within or after the 5-day window, we will refund or resend the missing plants.

For damaged plants, however, refunds or replacements are not available if the package arrives after the 5-day window.

5. Need Help?

We’re here to make your UrbanMaali experience stress-free.
Reach out to us at:

📧 admin@urbanmaali.com
📞 +91 7625021446
🌐 https://urbanmaali.com