Grievance Redressal Policy
Last Updated: 31 October 2026
1. Introduction
Urban Layer is committed to maintaining fair, transparent, and responsible business practices.
We recognise the importance of providing customers with an accessible and effective mechanism for raising concerns, submitting complaints, and seeking appropriate resolutions.
This Grievance Redressal Policy explains how customers can submit complaints relating to purchases, payments, products, deliveries, refunds, privacy, and other services provided through https://urbanlayers.in.
Our grievance-handling process is intended to operate in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, as amended, and other applicable Indian laws.
2. Scope of This Policy
This policy applies to complaints and grievances concerning products or services offered through the Urban Layer website.
Customers may raise complaints relating to:
- Order processing and confirmation.
- Payment failures or duplicate payments.
- Shipping and delivery delays.
- Lost, missing, or undelivered orders.
- Damaged or defective products.
- Incorrect products or incomplete orders.
- Eligible returns, refunds, and replacements.
- Product quality or safety concerns.
- Customer service issues.
- Privacy and personal information concerns.
- Any other issue relating to an Urban Layer purchase or service.
3. How to Submit a Complaint
Customers can submit a complaint through our official support email or contact number.
Email: contact@urbanlayers.in
Contact Number: +91 9009529990
To help us investigate efficiently, customers are encouraged to provide:
- Order number, where applicable.
- Registered email address or phone number.
- A clear explanation of the complaint.
- Relevant transaction details, where necessary.
- Supporting photographs or documents, where available.
- The resolution being requested.
Customers should not disclose sensitive payment credentials such as card PINs, CVV numbers, OTPs, or banking passwords.
Complaints will be assessed fairly and may be subject to reasonable verification where necessary.
4. Grievance Contact Details
For formal complaints, customers may contact Urban Layer through the following grievance redressal channels:
Department: Urban Layer – Customer Support & Grievance Redressal
Email: contact@urbanlayers.in
Contact Number: +91 9009529990
Business Address:
Tatibandh Rd, LIG-643, Behind Bharat Mata School, Tatibandh, Raipur, Chhattisgarh 492001, India.
5. Acknowledgement of Complaints
Urban Layer will acknowledge receipt of consumer complaints within 48 hours from the time the complaint is received.
Acknowledgement may be provided through email or another appropriate communication channel.
The acknowledgement may include a complaint reference, where available, and information concerning the next steps in the grievance-handling process.
Customers should retain their complaint correspondence and relevant order information for future reference.
6. Complaint Resolution Timeline
Urban Layer will work towards resolving consumer complaints within one month from the date of receipt, in accordance with applicable Indian e-commerce requirements.
Our grievance-handling process generally involves:
- Receiving and acknowledging the complaint.
- Reviewing the information provided by the customer.
- Verifying relevant order, payment, product, or delivery details.
- Investigating the issue where necessary.
- Determining an appropriate resolution in accordance with applicable law.
- Communicating the outcome to the customer.
Where a complaint requires additional information, we may contact the customer for clarification.
If an exceptional circumstance affects the investigation, we will provide relevant updates and continue to comply with applicable legal obligations.
7. Available Resolutions
Depending on the nature of the complaint, appropriate resolutions may include:
- Providing an explanation or clarification.
- Correcting inaccurate order information.
- Assisting with payment-related concerns.
- Investigating shipment or delivery issues.
- Arranging an eligible replacement.
- Processing an approved refund.
- Addressing verified product quality concerns.
- Taking corrective action where reasonably necessary.
- Providing any other remedy required by applicable law.
Resolutions will be determined according to the circumstances of the complaint, published policies, and applicable consumer protection laws.
8. Product-Related Complaints
Customers who receive damaged, defective, unsafe, incorrect, or materially misdescribed products may submit a complaint for review.
Due to the hygiene-sensitive nature of contact lenses, voluntary returns for changes of mind or ordering mistakes are generally not accepted.
However, customers retain applicable legal protections relating to product defects, safety concerns, incorrect supply, and other legally actionable issues.
Where a contact lens is suspected to be defective or unsafe, customers should discontinue use and seek professional eye-care advice where appropriate.
Further details are provided in our Return, Refund & Exchange Policy.
9. Payment and Refund Complaints
Customers may report payment issues, including failed transactions, duplicate charges, incorrect payment amounts, or delays involving approved refunds.
Customers should provide their order number and relevant payment transaction reference, where available.
We will review the transaction information and coordinate with the applicable payment service provider where necessary.
Refunds will be processed in accordance with our Return, Refund & Exchange Policy, applicable payment provider procedures, and relevant legal requirements.
10. Delivery-Related Complaints
Customers may contact Urban Layer if an order is delayed beyond the communicated delivery timeframe, lost in transit, incorrectly delivered, or not received.
We will review the available shipment information and investigate the matter as necessary.
Where an order has not been fulfilled and a remedy is due, an appropriate refund, replacement, or other legally required resolution will be arranged.
For additional information about processing and delivery timelines, please review our Shipping & Delivery Policy.
11. Privacy-Related Grievances
Customers may raise concerns about the collection, use, processing, correction, sharing, security, or deletion of their personal information.
Privacy-related requests and complaints may be submitted to contact@urbanlayers.in.
Customers may also contact our support team at +91 9009529990 for assistance.
We will review these concerns in accordance with applicable Indian data protection requirements.
For information regarding how personal information is handled, customers should refer to our Privacy Policy.
12. Fair Handling of Complaints
Urban Layer aims to handle customer complaints fairly, objectively, and without unreasonable discrimination.
We will not intentionally prevent customers from raising legitimate grievances.
Relevant personal information submitted during the complaint process will be handled in accordance with our Privacy Policy and applicable law.
Customers may be asked to provide reasonable supporting information where necessary to investigate a complaint.
13. Changes to This Policy
Urban Layer may update this Grievance Redressal Policy to reflect changes in applicable laws, business procedures, or customer support arrangements.
Any revised version will be published on our website along with an updated revision date.
Changes will not remove statutory protections or remedies available to customers.
14. Contact Information
For any questions regarding this policy or the grievance redressal process, please contact:
Urban Layer
Website: https://urbanlayers.in
Email: contact@urbanlayers.in
Contact Number: +91 9009529990
Business Address:
Tatibandh Rd, LIG-643, Behind Bharat Mata School, Tatibandh, Raipur, Chhattisgarh 492001, India.
We are committed to providing customers with accessible support and a transparent complaint-resolution process.
