Return, Refund & Exchange Policy

Last Updated: 27 October 2026

1. Introduction

Welcome to Urban Layer.

At Urban Layer, customer satisfaction, product quality, and eye safety are important to us.

This Return, Refund & Exchange Policy explains the conditions under which customers may request returns, refunds, replacements, exchanges, or order cancellations for purchases made through https://urbanlayers.in.

As our products include coloured contact lenses intended for direct contact with the eyes, specific hygiene and safety considerations apply.

We encourage customers to carefully review product descriptions, colours, specifications, quantities, and other order details before completing their purchases.

This policy applies to purchases made through the Urban Layer website within India.

Nothing in this policy restricts or excludes any statutory consumer rights available under applicable Indian law.

2. General Return & Exchange Policy

All sales are final, except where a return, refund, replacement, or other remedy is required under this policy or applicable law.

Urban Layer does not ordinarily accept returns or exchanges due to changes of mind, personal preferences, or customer ordering mistakes.

Due to the hygienic nature of contact lenses, we cannot accept voluntary returns of products that have been opened, worn, used, or had their protective seals broken.

Returns, refunds, or replacements may be considered where:

• The customer receives an incorrect product.
• The product arrives damaged or defective.
• The product is materially different from its advertised description or agreed specifications.
• The product is unsafe, expired, or otherwise fails to meet applicable legal requirements.
• An order cannot be fulfilled or is not delivered, subject to the circumstances and applicable law.
• A refund or other remedy is required under applicable consumer protection legislation.

Requests will be assessed according to the circumstances of each case and applicable legal requirements.

3. Non-Returnable and Non-Exchangeable Items

Urban Layer does not offer voluntary returns, refunds, or exchanges for the following reasons:

• Change of mind after placing or receiving an order.
• Disliking the selected lens colour, style, or appearance.
• Ordering the wrong colour, design, power, or specification.
• Ordering an incorrect quantity or purchasing additional products unintentionally.
• Accidentally ordering duplicate products.
• Finding the same product at a different price after purchase.
• Deciding that the product is no longer needed.
• Personal preference regarding cosmetic appearance or colour results.
• Minor differences in appearance caused by screen settings, lighting, or natural eye colour, where the product is otherwise accurately described.
• Products that have been opened, worn, or used, where the request is based solely on customer preference or ordering error.

Customers are responsible for reviewing their order information before payment.

Important: The above restrictions do not apply where a product is defective, damaged, unsafe, incorrectly supplied, materially misdescribed, or where applicable law otherwise requires a remedy.

4. Opened or Used Contact Lenses

For hygiene and safety reasons, contact lenses cannot ordinarily be returned or exchanged once their sterile packaging has been opened or their protective seals have been broken.

We do not accept voluntary returns of contact lenses that have been worn, tested, handled after opening, or otherwise used.

However, if a genuine manufacturing defect, safety issue, or other legally actionable product problem is discovered after opening, the customer may still be entitled to a remedy under applicable consumer protection laws.

Such cases will be reviewed individually, taking into account the product condition, reported issue, relevant evidence, and applicable statutory rights.

Customers should discontinue use of any contact lenses suspected to be defective or unsafe and seek professional eye-care advice where necessary.

5. Damaged or Defective Products

If a customer receives a damaged or defective product, they should contact Urban Layer as soon as reasonably possible.

We request customers to report visible delivery damage preferably within 48 hours of receiving the order to help us investigate promptly.

For ordinary delivery-related issues, customers are encouraged to submit their claims within 7 calendar days of delivery.

These reporting guidelines do not remove any statutory rights relating to defects or other issues discovered or reported later.

Customers should contact contact@urbanlayers.in and provide:

• Order number
• Full name associated with the order
• Registered email address or contact number
• A brief description of the issue
• Clear photographs of the affected product and packaging, where available
• Any other relevant information reasonably needed to investigate the complaint

An unboxing video may help establish the condition of a shipment but is not mandatory for submitting a legitimate complaint.

After reviewing the claim, Urban Layer will provide an appropriate resolution, which may include a replacement, refund, or other legally required remedy.

6. Incorrect Products Received

If a customer receives a product that does not match the order placed, Urban Layer will investigate and arrange an appropriate resolution.

Examples include:

• An incorrect contact lens colour.
• An incorrect lens power or specification.
• A different product from the one ordered.
• An incorrect quantity supplied by Urban Layer.
• A product that materially differs from the agreed order details.

Customers should report incorrect deliveries as soon as possible, preferably within 7 calendar days of delivery.

Where the product has been supplied incorrectly, customers are requested not to open or use it and to preserve the original packaging while the matter is investigated.

Where a claim is verified, Urban Layer will arrange an appropriate replacement, refund, or other remedy in accordance with applicable law.

Customers will not be required to bear reasonable return shipping costs arising from a verified error by Urban Layer.

7. Conditions for Eligible Returns

Where a physical return is necessary, customers will receive instructions from our support team.

For an eligible return involving an incorrect or otherwise non-defective product, customers may be requested to retain:

• Original product packaging
• Protective seals, where applicable
• Product labels and identifying information
• All relevant components and accessories

Customers should not independently dispatch a return without first contacting Urban Layer and receiving return instructions.

Where a product has been opened because a defect was discovered during ordinary inspection or use, the claim will be evaluated in accordance with applicable law.

Missing packaging or the absence of an unboxing video will not automatically invalidate a legally valid defective-product claim.

8. How to Request a Return, Refund or Replacement

Customers seeking assistance should follow the procedure below:

1. Contact Urban Layer at contact@urbanlayers.in.
2. Include the order number and registered contact information.
3. Explain the issue clearly and provide relevant photographs or supporting details where available.
4. Allow our customer support team to review and investigate the request.
5. Follow any return or verification instructions provided, where reasonably necessary.
6. Once the request is approved, the applicable refund, replacement, or other resolution will be arranged.

Requests are assessed on the basis of the order details, reported issue, available evidence, and applicable law.

We may request reasonable additional information where necessary to verify a complaint, but will not impose unreasonable evidence requirements that undermine statutory consumer rights.

9. Refund Eligibility

Refunds may be approved in circumstances including:

• Verified product damage or manufacturing defects.
• Incorrect products supplied by Urban Layer.
• Products materially inconsistent with their advertised description.
• Orders cancelled by Urban Layer because they cannot be fulfilled.
• Confirmed non-delivery or loss of an order where a refund is the appropriate remedy.
• Duplicate payments or verified payment-processing errors.
• Other circumstances where a refund is required under applicable Indian law.

Refunds are not ordinarily available for customer ordering mistakes, changes of mind, or personal preferences.

Where only part of an order is affected, any applicable partial refund will be determined fairly with reference to the price actually paid, applicable discounts, and the customer's statutory rights.

10. Refund Processing Time

Once a refund request has been approved and any reasonably necessary verification or return process has been completed, Urban Layer will initiate the applicable refund within 5 business days.

Refunds for eligible prepaid orders will ordinarily be processed through the original payment method used during checkout.

Depending on the payment provider, bank, and payment method, the refunded amount generally takes approximately 5–7 business days after initiation to appear in the customer's account.

Actual bank credit timelines may vary due to payment network and banking procedures.

If a refund has not been received within the expected timeframe, customers may contact contact@urbanlayers.in for assistance.

Refunds will be processed within any shorter timeline required by applicable law or a competent authority.

11. Refund Amount and Shipping Charges

For verified incorrect, damaged, defective, or otherwise legally non-compliant products, customers will not be charged a restocking fee.

Where a full-order refund is due because Urban Layer cannot fulfil the order or the order is not delivered, the refund will include the amount paid for the affected order, including applicable original delivery charges.

Where only selected products are affected, the refund will be calculated fairly according to the affected products and applicable consumer rights.

If the return of an eligible product is required because of an error, defect, or other issue attributable to Urban Layer, we will arrange an appropriate return method at no reasonable additional cost to the customer.

Customers should contact our support team before arranging any return shipment independently.

12. Promotional Offers and Bundle Purchases

Orders placed under promotional offers, bundle discounts, complimentary-product promotions, or other special pricing arrangements remain subject to this policy.

Customers cannot return or exchange products purchased under promotional offers merely because they have changed their minds or selected an incorrect product.

Where an eligible refund is due for a promotional order, the refund will be calculated fairly by considering:

• The amount actually paid by the customer.
• The products affected by the verified issue.
• The discount or promotional benefit applied.
• The terms of the offer disclosed at purchase.
• The customer's rights under applicable law.

For offers involving complimentary products, such as Buy 2 Get 2, a verified issue affecting a complimentary item may be resolved through replacement or another appropriate remedy.

Promotional terms will not be used to deny refunds, replacements, or other remedies required under applicable law.

13. Exchanges and Replacements

Urban Layer does not offer voluntary exchanges for a different colour, design, power, quantity, or product after an order has been completed.

Customers are encouraged to review all product details carefully before placing an order.

Replacements may be offered where:

• A product is received damaged or defective.
• An incorrect product has been supplied.
• An item is materially different from its advertised or agreed specifications.
• A replacement is otherwise required by applicable law.

Where a replacement is appropriate, the replacement product will ordinarily match the item originally ordered.

If a suitable replacement cannot be provided, an appropriate refund or other legally required resolution will be offered.

Replacement requests will be handled subject to product availability and applicable consumer rights.

14. Order Cancellation

Customers are requested to review their orders carefully before completing payment.

Urban Layer does not ordinarily accept voluntary cancellation requests based on a change of mind, accidental purchases, incorrect product selections, or incorrect quantities.

Customers wishing to request a correction or cancellation before dispatch may contact contact@urbanlayers.in as soon as possible.

We may consider such requests where operationally possible; however, changes or voluntary cancellations are not guaranteed once an order has been placed.

If Urban Layer cancels an order because a product is unavailable, the order cannot be fulfilled, or another issue prevents fulfilment, the customer will receive an appropriate refund of the amount paid for the cancelled order.

No prohibited or unfair cancellation charges will be imposed.

Cancellation restrictions do not affect remedies required by applicable consumer protection law.

15. Lost, Missing or Undelivered Orders

Urban Layer understands that delivery-related issues may occasionally occur.

If an order is significantly delayed, lost in transit, marked as delivered but not received, or otherwise cannot be located, customers should contact us at contact@urbanlayers.in.

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

Where an order is confirmed lost or has not been delivered and a remedy is due, Urban Layer will arrange an appropriate replacement, refund, or other resolution in accordance with applicable law.

Customers are responsible for providing accurate and complete delivery addresses and contact information.

Where delivery problems arise solely from inaccurate customer-provided information, refusal to accept delivery, or other customer-controlled circumstances, the matter will be assessed individually and any applicable redelivery conditions will be communicated transparently.

Urban Layer will not disclaim any liability for lost or undelivered orders where such responsibility cannot lawfully be excluded.

16. Delayed Deliveries

Delivery estimates and schedules will be communicated through the website, checkout process, order communications, or our Shipping & Delivery Policy.

If a product is delivered later than the stated or agreed delivery schedule, customers may be entitled to an appropriate remedy under applicable law.

Customers experiencing material delays should contact our support team for assistance.

Where delays are caused by legally recognised events beyond reasonable control, applicable force-majeure provisions may affect available remedies.

We will assess delivery complaints fairly and in accordance with applicable Indian consumer protection requirements.

17. Incorrect or Incomplete Orders

Customers receiving fewer products than ordered, an incorrect quantity, or missing items should notify Urban Layer as soon as reasonably possible.

Customers are encouraged to report visible order discrepancies within 7 calendar days of receiving their shipment.

Where a missing or incorrectly supplied item is verified, we will arrange an appropriate replacement, refund, or other remedy.

Customers will not be required to pay additional charges to correct verified fulfilment errors attributable to Urban Layer.

18. Product Hygiene and Safety

Coloured contact lenses require appropriate handling, storage, cleaning, and hygiene.

Customers should follow the manufacturer's instructions and consult a qualified eye-care professional regarding suitability, fitting, and safe use.

For safety reasons, customers should not:

• Share contact lenses with another person.
• Wear damaged or expired lenses.
• Use lenses with compromised sterile packaging.
• Wear lenses beyond the recommended replacement period.
• Continue using lenses that cause eye pain, redness, irritation, or unusual discomfort.

Products should be handled and used in accordance with applicable manufacturer guidance.

Any suspected product defect or safety issue should be reported promptly.

Nothing in this section limits legally available remedies for defective, unsafe, or otherwise non-compliant products.

19. Payment Issues and Duplicate Transactions

If a payment is deducted but an order is not successfully confirmed, customers should contact our support team with the relevant transaction details.

Verified duplicate payments and payment-processing errors will be investigated and resolved through the applicable payment provider.

Where a refund or payment reversal is due, it will ordinarily be processed to the original payment source, subject to applicable banking and payment provider procedures.

Customers may be asked to provide their order reference, transaction ID, and payment date to help identify the transaction.

Customers should never share passwords, OTPs, card PINs, or CVV codes with customer support.

20. Customer Support and Grievance Redressal

Customers may contact Urban Layer for assistance with eligible returns, refunds, replacements, delivery issues, or other order-related concerns.

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

Email: contact@urbanlayers.in

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

Further information regarding grievance redressal and the designated grievance officer should be available through our website's Contact Us or Grievance Redressal page.

Customers retain the right to pursue available remedies under applicable Indian consumer protection laws.

21. Changes to This Policy

Urban Layer may update this Return, Refund & Exchange Policy periodically to reflect changes in website operations, customer service procedures, or applicable legal requirements.

Any updated version will be published on our website along with its revision date.

Changes will apply prospectively and will not unfairly remove rights already arising from an accepted purchase.

22. Contact Information

For any questions regarding this Return, Refund & Exchange Policy, 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 maintaining fair, transparent, and legally compliant customer service practices.