Draft policy — not yet confirmed. The timelines, charges and conditions on this page are placeholder defaults and have not been reviewed by Urban Pittal. They must be replaced with our actual terms before the store opens to customers.
Return window
You may request a return within 7 days of receiving your order. After 7 days we are unfortunately not able to accept a return.
Condition of returned items
Items must be unused, in the condition you received them, and in their original packaging. Because our products are used in pooja and worship, we cannot accept the return of items that have been used.
Please note that brass darkens naturally over time and small variations in tone, weight and finish are inherent to handcrafted work. These are characteristics of the material rather than defects, and are not grounds for a return on their own.
Damaged or incorrect items
If your order arrives damaged, or if you have received the wrong item, contact us within 48 hours of delivery with photographs. We ask for an unboxing video where possible, as couriers require it to process a damage claim.
Where an item is faulty, damaged in transit, or not what you ordered, we cover return shipping and you will not be charged.
Return shipping
For change-of-mind returns, return shipping is arranged and paid for by the customer. The original delivery charge, if one was paid, is not refunded.
Refunds
Once your return reaches us and has been inspected, we will confirm the outcome by email. Approved refunds are issued to your original payment method within 5 to 7 business days. Your bank or card provider may take additional time to show the credit.
COD orders are refunded by bank transfer to an account you nominate.
Exchanges
Exchanges follow the same 7 days window and the same conditions as returns. Contact us and we will arrange it.
Cancellations
An order can be cancelled at any point before it is dispatched. Once dispatched, it falls under the return process above.
How to start a return
Write to us at socialpillow.info@gmail.com with your order number and, where relevant, photographs. We will confirm the next steps.