Terms & Conditions

Last Updated: 27 October 2026

1. Introduction

Welcome to Urban Layer.

These Terms and Conditions ("Terms") govern the access to and use of our website, https://urbanlayers.in, including browsing products, placing orders, making payments, and accessing services offered through the website.

Urban Layer ("Urban Layer", "we", "us", or "our") is an online retail brand operating as a sole proprietorship in India, offering coloured contact lenses and related products.

By accessing our website, you agree to comply with the applicable website-use provisions of these Terms. By placing an order, you agree to the purchase conditions disclosed before completing checkout.

If you do not agree with these Terms, please refrain from placing an order through our website.

These Terms should be read together with our Privacy Policy, Return, Refund & Exchange Policy, and Shipping & Delivery Policy.

Nothing in these Terms excludes, restricts, or overrides rights available to consumers under applicable Indian law.

2. Eligibility and Website Use

Customers must be legally capable of entering into a purchase transaction or act with the involvement of a parent or lawful guardian where required by law.

By placing an order, customers agree to:

• Provide accurate, complete, and current information.
• Use the website only for lawful purposes.
• Provide valid billing and shipping details.
• Use only payment methods they are authorised to use.
• Review product details and quantities before purchasing.
• Refrain from fraudulent transactions or misuse of our services.

We reserve the right to investigate suspected fraudulent or unlawful activity and take appropriate action, subject to applicable consumer rights and legal requirements.

3. Products and Product Information

Urban Layer offers coloured contact lenses and related products through its official website.

We endeavour to provide accurate product information, including descriptions, colours, specifications, prices, and relevant usage information.

Customers should carefully review product details before placing an order.

Please note:

• Contact lens colours may appear slightly different depending on lighting conditions, screen settings, and natural eye colour.
• The appearance of coloured lenses may vary between individuals.
• Product photographs are intended to provide a reasonable representation of the product.
• Customers should verify the selected lens colour, power, quantity, and specifications before checkout.
• Product availability may vary.
• Applicable product instructions, replacement periods, expiry dates, and safety information should be followed.

Minor cosmetic variations do not automatically constitute a product defect where the product has been accurately described and supplied.

However, customers retain their rights where a product is materially misdescribed, defective, unsafe, or different from what was advertised or agreed.

4. Contact Lens Safety and Usage

Contact lenses are products intended for direct contact with the eyes and must be used with appropriate care.

We strongly recommend consulting a qualified optometrist or ophthalmologist before using coloured contact lenses, including non-prescription cosmetic lenses.

Customers should follow the manufacturer's instructions and advice from qualified eye-care professionals regarding proper fitting, hygiene, cleaning, storage, and replacement.

Important Safety Guidelines

• Ensure that contact lenses are suitable for your eyes before wearing them.
• Wash and thoroughly dry your hands before handling lenses.
• Use appropriate contact lens cleaning and disinfecting solutions.
• Never share contact lenses with another person.
• Never wear damaged, contaminated, or expired lenses.
• Do not use lenses if the sterile packaging is damaged or compromised.
• Do not exceed the manufacturer's recommended replacement period or wearing schedule.
• Do not sleep, swim, or shower while wearing lenses unless expressly permitted by the manufacturer's instructions and professional advice.
• Remove lenses immediately if you experience eye pain, redness, irritation, blurred vision, or unusual discomfort, and seek professional medical advice.

The replacement period stated for a particular product is based on its applicable manufacturer instructions and does not guarantee suitability for every individual throughout that period.

Urban Layer does not provide medical diagnoses, individualised eye examinations, or professional medical consultations through the website.

Customers should not substitute website content for professional eye-care guidance.

Nothing in this section removes liability or remedies arising under applicable consumer protection or product safety laws.

5. Product Pricing and Taxes

All product prices displayed on our website are expressed in Indian Rupees (INR), unless otherwise specified.

Prices may vary according to product specifications, available promotions, and other clearly disclosed factors.

Applicable taxes, delivery charges, and other compulsory fees, where relevant, will be disclosed before completion of checkout.

We endeavour to ensure that pricing information is accurate and transparent.

In the event of a genuine pricing or technical error, we may contact the customer to explain the situation and offer a lawful resolution, including cancellation and a full refund where appropriate.

No undisclosed mandatory charges will be added to an accepted order without a lawful basis and any customer consent required by applicable law.

6. Placing and Confirming Orders

Customers can place orders by selecting the desired products, adding them to their cart, entering the required information, and completing the checkout process.

Before submitting an order, customers are responsible for reviewing:

• Selected product colours and specifications.
• Lens power, where applicable.
• Quantity of products ordered.
• Applicable promotional offers and discounts.
• Shipping and billing information.
• Total amount payable.

Submitting an order constitutes a request to purchase the selected products under the conditions presented at checkout.

Orders are subject to successful payment confirmation, product availability, and applicable verification requirements.

Where an order is accepted, relevant confirmation details may be communicated through the customer's registered contact information.

If an order cannot be fulfilled after payment has been collected, the customer will be informed and provided with an appropriate refund or other legally required remedy.

7. Payment Methods

Urban Layer operates on a prepaid online payment basis.

Cash on Delivery (COD) is not available.

Customers must complete payment through the online payment methods supported during checkout.

Payments may be facilitated through authorised payment service providers, including Cashfree Payments where enabled.

Available options may include supported UPI, debit cards, credit cards, net banking, or other payment methods presented at checkout.

All transactions are subject to the applicable payment provider's verification, authorisation, security, and processing requirements.

Customers must not share sensitive payment credentials, including OTPs, CVV numbers, card PINs, or banking passwords, through email or customer support communications.

For payment failures, duplicate charges, or transaction-related concerns, customers may contact contact@urbanlayers.in.

Verified payment errors will be investigated and resolved in accordance with applicable banking, payment provider, and consumer protection requirements.

8. Order Processing, Shipping and Delivery

Urban Layer currently accepts orders for delivery within India, subject to location serviceability.

Our standard estimated processing and delivery timelines are:

• Order processing and dispatch: 7–14 calendar days from successful payment and order confirmation.
• Delivery after dispatch: Generally up to 10 additional calendar days.
• Overall estimated delivery: Customers should ordinarily allow up to 24 calendar days from confirmed payment and order acceptance.

Orders may arrive sooner depending on processing and transit conditions.

The above estimates are expressed in calendar days.

Delivery times may be affected by:

• National or regional public holidays.
• Weather and transportation disruptions.
• Courier service interruptions.
• Remote or restricted delivery locations.
• Temporary operational difficulties.
• Other circumstances affecting dispatch or transportation.

Where a material delay occurs, we will provide reasonable assistance and relevant updates.

Estimated delivery timelines do not remove statutory rights where an order is not delivered within the stated or agreed schedule.

For detailed shipping conditions, please refer to our Shipping & Delivery Policy available on the website.

9. Shipping Address and Delivery Responsibilities

Customers must provide complete and accurate shipping information.

Urban Layer is not responsible for delays arising solely from incorrect or incomplete customer-provided information where the issue is outside our reasonable control.

Customers should notify our support team promptly if they identify an address error.

We will attempt to assist with corrections before dispatch where reasonably possible.

Once an order has entered the shipping process, address changes may not always be possible.

Where a delivery attempt is unsuccessful because of incorrect customer information, refusal to accept delivery, or other customer-controlled circumstances, any redelivery or refund arrangement will be assessed fairly in accordance with applicable law.

Customers will not be unfairly charged for errors attributable to Urban Layer or its delivery arrangements.

10. Order Cancellation

Customers are encouraged to review all order details carefully before completing payment.

Urban Layer does not ordinarily accept voluntary cancellations based solely on changes of mind, accidental purchases, incorrect product selections, or incorrect quantities.

Customers wishing to request an order modification or cancellation before dispatch may contact contact@urbanlayers.in as soon as possible.

Such requests may be considered where operationally possible, but voluntary changes or cancellations are not guaranteed after order confirmation.

If Urban Layer cancels an order due to product unavailability, inability to fulfil the order, or another issue preventing fulfilment, an appropriate refund of the amount paid will be arranged.

No cancellation charges prohibited by applicable consumer protection rules will be imposed.

These conditions do not restrict cancellation, refund, or other remedies required by applicable law.

Further details are provided in our Return, Refund & Exchange Policy.

11. Returns, Refunds and Exchanges

Urban Layer maintains a strict return and exchange policy due to the nature of contact lenses and the importance of product hygiene and safety.

We do not ordinarily accept returns, refunds, or exchanges due to customer preferences, ordering mistakes, or changes of mind.

Examples of non-eligible voluntary return requests include:

• Disliking the colour or appearance of the selected lenses.
• Ordering the wrong lens colour or power.
• Ordering an incorrect quantity.
• Accidentally purchasing additional or duplicate products.
• Deciding that the product is no longer required.
• Requesting a different colour or design after delivery.
• Minor appearance differences caused by lighting, screen settings, or natural eye colour, where the product was accurately described.
• Requesting a voluntary return after opening or using otherwise conforming contact lenses.

For hygiene reasons, contact lenses with opened or broken sterile packaging are not ordinarily eligible for voluntary returns or exchanges.

However, returns, refunds, replacements, or other remedies may be available where:

• The product arrives damaged or defective.
• An incorrect product is supplied.
• The product is materially different from its advertised description or agreed specifications.
• The product is unsafe, expired, or otherwise legally non-compliant.
• An order is not delivered or is delivered late in circumstances giving rise to a legal remedy.
• A refund or other remedy is otherwise required by applicable law.

Opening a product to discover a genuine defect does not automatically remove the customer's statutory rights.

For detailed eligibility conditions and procedures, please review our Return, Refund & Exchange Policy.

12. Reporting Damaged or Incorrect Products

Customers who receive damaged, defective, incomplete, or incorrect products should contact Urban Layer as soon as reasonably possible.

We encourage customers to report visible delivery damage within 48 hours and ordinary delivery-related issues within 7 calendar days of receipt.

These are recommended reporting periods intended to assist prompt investigation and do not eliminate statutory rights for genuine defects or legally actionable issues discovered later.

When contacting customer support, customers are encouraged to provide:

• Order number.
• Registered name and contact information.
• A clear description of the issue.
• Photographs of the product and packaging, where available.
• Other relevant information reasonably required to investigate the complaint.

An unboxing video may assist an investigation but is not mandatory for a legitimate complaint.

Eligible claims will be reviewed fairly, and appropriate replacements, refunds, or other remedies will be provided in accordance with applicable law.

13. Refund Processing

Where a refund request is approved, Urban Layer will initiate the applicable refund within 5 business days after approval and completion of any reasonably necessary verification or return requirements.

Refunds for prepaid orders will ordinarily be processed through the original payment method, subject to applicable payment provider requirements.

Following refund initiation, the amount generally takes approximately 5–7 business days to reflect in the customer's account, depending on the bank, payment method, and payment network.

Where a shorter processing period is required by applicable law, that requirement will apply.

For eligible refunds involving defective, damaged, incorrect, or legally non-compliant products, no unreasonable deductions or prohibited fees will be imposed.

Any applicable refund of original delivery charges or reasonable return shipping costs will be determined according to the circumstances and applicable law.

Customers may contact contact@urbanlayers.in regarding approved refunds or payment-related concerns.

14. Promotional Offers, Discounts and Bundles

Urban Layer may offer promotional pricing, discounts, complimentary products, bundled purchases, and limited-period offers.

Promotional offers, including Buy 2 Get 2 or similar arrangements where advertised, are subject to the specific conditions clearly displayed with the relevant promotion.

Unless the applicable offer states otherwise:

• Offers apply only to eligible products.
• Discounts are calculated according to the displayed promotional conditions.
• Offers cannot necessarily be combined with other promotions.
• Offer validity and availability may be limited according to disclosed terms.
• Customers should review the products and quantities selected before payment.

Promotional purchases remain subject to our Return, Refund & Exchange Policy.

Customers cannot request voluntary exchanges or refunds merely because they selected an incorrect product or changed their minds.

Where a promotional product is defective, damaged, incorrectly supplied, or otherwise legally non-compliant, the customer remains entitled to an appropriate remedy.

Any partial refund or promotional adjustment will be calculated fairly with reference to the actual amount paid, applicable offer conditions, and consumer rights.

Urban Layer will not use promotional terms to restrict statutory remedies.

15. Product Quality, Expiry Dates and Replacement Periods

Customers should carefully review all manufacturer-supplied product information before using contact lenses.

Any applicable expiry date, replacement schedule, warranty, or guarantee is governed by the relevant product specifications and legally applicable requirements.

The replacement period of reusable lenses is different from the expiry date of unopened products.

A product's stated replacement period must not be interpreted as permission to exceed its recommended wearing schedule or to continue using lenses that cause discomfort.

Contact lenses must be handled, cleaned, stored, and replaced according to applicable manufacturer instructions and professional guidance.

Where a product is defective, unsafe, or otherwise legally non-compliant, customers retain the protections and remedies available under applicable law.

16. Lost, Delayed or Undelivered Orders

If an order is significantly delayed, lost in transit, incorrectly delivered, or marked as delivered despite not being received, customers should contact Urban Layer promptly.

We will investigate the matter using available delivery records, shipment tracking information, and other relevant evidence.

Where an order is confirmed lost, undelivered, or otherwise not fulfilled, customers will receive an appropriate resolution, including replacement or refund where required.

An electronic tracking status alone will not automatically be treated as conclusive proof of receipt where a customer raises a genuine delivery dispute.

If a product is not delivered within the agreed or stated delivery schedule, applicable consumer remedies will be respected.

Any exception involving a legally recognised force-majeure event will apply only to the extent permitted by law.

For additional information, please review our Shipping & Delivery Policy.

17. Intellectual Property

The Urban Layer website contains content that may be protected under applicable intellectual property laws.

This may include:

• Brand names and logos.
• Product photographs and graphics.
• Website designs and layouts.
• Product descriptions and written content.
• Other original or licensed materials.

Such intellectual property belongs to Urban Layer or its respective lawful owners or licensors, as applicable.

Website content is provided for lawful personal use relating to browsing or purchasing products.

Unauthorised copying, redistribution, commercial reproduction, or misuse of protected content is prohibited except where permitted by law or authorised by the relevant rights holder.

18. Prohibited Activities

Users must not misuse the website or engage in activities that interfere with its lawful operation.

Prohibited activities include:

• Submitting fraudulent or deliberately misleading information.
• Using unauthorised payment methods.
• Attempting to access restricted website systems.
• Introducing malware or other harmful code.
• Interfering with website security or functionality.
• Misusing promotional offers through fraudulent conduct.
• Impersonating another individual.
• Using website materials in ways that violate applicable laws or intellectual property rights.

We reserve the right to take proportionate action against unlawful activity, subject to applicable law and consumer protection requirements.

19. Privacy and Personal Information

Urban Layer respects customer privacy and handles personal information in accordance with its published Privacy Policy and applicable Indian data protection laws.

Personal information may be collected and used for purposes including:

• Order processing and confirmation.
• Payment verification.
• Shipping and delivery arrangements.
• Customer assistance and grievance handling.
• Fraud prevention and security.
• Compliance with applicable legal obligations.

Customers are encouraged to read our Privacy Policy for more information about data collection, usage, storage, sharing, and privacy rights.

Privacy-related enquiries may be directed to contact@urbanlayers.in.

20. Third-Party Services

Urban Layer may use third-party services to support online payments, website operations, communication, and delivery.

These services may operate under their own applicable terms and privacy policies.

Urban Layer does not control independently operated third-party websites or services linked from our website.

However, nothing in this section excludes obligations or responsibilities that Urban Layer has under applicable law concerning purchases made through our website.

21. Website Availability and Technical Errors

We endeavour to maintain a reliable and functional website.

However, temporary interruptions may occur because of maintenance, technical problems, security updates, or circumstances beyond reasonable control.

We may modify website content, features, or functionality when reasonably necessary.

Where technical errors materially affect a customer transaction, we will assess the circumstances and provide an appropriate resolution in accordance with applicable law.

Customers may report website or transaction issues to contact@urbanlayers.in.

22. Responsibility and Limitation of Liability

Urban Layer is committed to meeting its legal obligations concerning accurate product information, product safety, order fulfilment, customer support, and consumer protection.

Customers are responsible for following appropriate manufacturer instructions and professional advice when using contact lenses.

To the extent permitted by applicable law, Urban Layer will not be liable for losses arising solely from improper product use, deliberate misuse, or circumstances unrelated to any legal responsibility of Urban Layer.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability arising from defective or unsafe products, negligence, misrepresentation, unfair trade practices, or violations of applicable consumer protection laws.

Customers retain their rights to seek legally available refunds, replacements, compensation, or other remedies.

23. Governing Law and Dispute Resolution

These Terms and purchases made through Urban Layer are governed by the applicable laws of India.

Customers experiencing a complaint or dispute are encouraged to contact our support team so that the matter can be reviewed and resolved fairly.

Where a dispute cannot be resolved directly, customers may pursue remedies before the appropriate courts, consumer commissions, or other competent authorities having jurisdiction under applicable law.

Nothing in these Terms restricts a consumer's lawful right to approach a competent consumer protection authority or exercise statutory remedies.

24. Customer Support and Grievance Redressal

Customers may contact Urban Layer regarding orders, payments, shipping, cancellations, eligible returns, refunds, replacements, or other complaints.

Customer Support & Grievance Contact: Urban Layer – Customer Support and Grievance Redressal

Email: contact@urbanlayers.in

Customers submitting complaints are encouraged to include their order number and a brief description of the issue.

We aim to acknowledge consumer grievances within 48 hours of receipt and resolve them within one month, in accordance with applicable Indian e-commerce requirements.

Where required by law, a copy of the recorded complaint will also be provided to the complainant.

Details of the designated grievance officer and available customer support channels should be accessible through our Contact Us or Grievance Redressal page.

25. Changes to These Terms

Urban Layer may update these Terms and Conditions periodically to reflect changes in applicable laws, product offerings, website functionality, or business operations.

Revised Terms will be published on our website with an updated revision date.

Material changes will be communicated where required by applicable law.

Changes will apply prospectively and will not unfairly remove rights that customers have already acquired under accepted orders.

26. Contact Information

For questions or concerns regarding these Terms and Conditions, please contact:

Urban Layer

Website: https://urbanlayers.in

Email: contact@urbanlayers.in

Business Address:

Tatibandh Rd, LIG-643, Behind Bharat Mata School, Tatibandh, Raipur, Chhattisgarh 492001, India.

We are committed to providing a transparent, responsible, and reliable shopping experience while respecting our customers' rights under applicable Indian law.