Shipping & Return

What is UrbanPuja Order Delivery Philosophy?
‘UrbanPuja.com’ promises to provide you with a great shopping experience via our online ‘Puja Mantra Shop’. We assure you that all due precautions are taken so that your package or products reaches you intact and on time. The term "We", "Us", "Our" shall mean UrbanPuja or Aanodaya Puja Mantra or Aanodaya Trademart LLP.

What locations does ‘UrbanPuja.com’ ship to?
We ship to all locations in India! However, internationally we currently ship only for higher quantities. For exports, please send your query at sales@UrbanPuja.com and we shall get back to you.

Do you charge extra for shipping?
Shipping is absolutely free for all orders of value Rs 300 or more!
For orders below Rs 300 a nominal shipping charge of Rs 50 would apply. Else for free shipping, you could choose to buy multiple products in one order so that the total order value is Rs 300 or more.

  • All Cash on Delivery (COD) orders have a convenience charge of Rs 100 applicable, wherever not specified ‘free’. The COD charges are completely waived off for all prepaid orders.
  • The shipping charge (for orders below Rs 300) and the COD convenience charge would not be included in the refund value of your order as these are non-refundable charges.
  • If you have prepaid for your order and have kept goods worth Rs 300 or above, then you will receive a complete refund on the value of the goods returned!

Is there any Tariffs, Taxes and Duties applicable to International Customers/importers ?

The customer will be responsible for any additional fees that are charged by customs. They usually will have to pay any additional fees at the time of delivery. We are including this information in shipping policy page so that you aren’t hit with unexpected fees. To get an idea of what fees our customers might incur, check out this customs duty calculator.

We would also display the below information regarding additional charges on our international shipping packages to ensure customers are aware of possible charges: 

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How soon will you ship out my order?
Upon confirmation of your order, our team will work to dispatch your order by courier within 24 working hours. We also send out a notification by email once your product is dispatched.

It may be possible, the ordered product is out of stock, in a bad condition or to be procured from other sources, make to order items etc, may cause further delays in shipping of the product.

As we have an inventory cum marketplace model, in some cases, to shorten the overall product delivery time, we may likely use the drop-shipping service of our supplier or third-party sellers to directly ship the ordered item from its present location to your given address. However, in all such cases, our standard shipping charges are applicable.

How soon can I expect the order delivery at my doorstep?
We try our best to deliver orders to customers within 2-3 working Days in major metro cities from the Days the order is confirmed.

For far-flung locations however, the delivery may take up to 7 to 10 working Days. Please note that delivery time to the end user is subject to certain factors beyond our control including unexpected travel delays from our courier partners due to adverse weather conditions and strikes.

Pl note: In case of product delivery delays, we shall not be responsible to entertain any compensation demands or delay fines.

 

Returns and Refunds

What is UrbanPuja.com's “Puja Mantra Shop” Return policy?

UrbanPuja.com's 7 Days Return Policy

"No Questions Asked Return Policy!"

Though we strive to give you a great customer experience each time you shop with us, if at all you are not 100% satisfied with your purchase, you can return your Order for an exchange or for a full refund of paid price.

We mean what we say! All you need to do is to drop an email at return@UrbanPuja.com within a period of 7 Days, from the date of delivery. Please include your order/invoice number, customer name, product code and product size in the email.

Please note that the return policy is only applicable to products returned in original packaging that are unused, unworn, unwashed and undamaged with all original tags (security seal) and stickers intact and along with invoice. Socks are not covered under our return policy for hygiene reasons. 

What if the product I received is damaged?

Each product we stock goes through a rigorous quality check; hence the probability of receiving a damaged product is rare.

Yet, should you have received a product with a manufacturing defect, please send an email to return@UrbanPuja.com along with digital photographs highlighting the issue within 24 hours of receipt of product. Our Customer Care team will look into the matter and assist you accordingly.

What and when products will not be eligible for return or replacement?
Replacement can be for the entire product/s or part/s of the product subject to availability of the same with our Urban Puja inventory or our third party seller. However, following products shall not be eligible for return or replacement:

What mode should be used to return the product?

Products can be returned through India Post or premier courier services only.

Most ecommerce websites do not accept returns on discounted products. Do you accept returns on discounted items?

UrbanPuja is synonymous with quality and trust, hence, we do not sell unusable/ damaged goods on our site under the pretext of high discounts. Hence we are happy to take back returns on sale items also. However as these items are already discounted, the cost of shipping the product back to us and reshipping from our store (flat charge of Rs. 100 each side) would have to be borne by the customer. For more information please contact our service desk.  

What locations are covered for reverse pickups?
Our reverse pickup facility is currently only available in select locations, as it is dependent on the service net of our courier partners. You can call our service desk to find if your location has reverse pickup facility.

In case your pin code is not serviced by our courier or delivery partners, you would need to self-ship the return item. For reimbursement of all self-shipped returns, you will need to email us a scanned copy of your courier slip, which would be reimbursed to a maximum of Rs 100.

If your returned goods do not pass our quality check (unused, unworn, unwashed and undamaged) then we will be charging Rs 100 for reshipment of the same on your request.

Where should I send my returns?
Please ship your returns to:
Service Desk, UrbanPuja.com
Aanodaya Puja Mantra
A-266, 3rd Floor, Prashant Vihar
Rohini, New Delhi – 110085
Phone: 011 45072380/81

Are there any charges for returning products?
We do not charge any fees for pickups arranged for, and serviced by us. In fact, if you are required to ship your returns back to us yourself; a maximum reimbursement of Rs 100 towards your cost of shipping would be credited to your account. This is subject to your returns being inspected and quality check passed on receipt in our warehouse.

However, shipping charges for any more returns after the first return would have to be borne by the customer.

How will I be refunded?
If you do not wish to exchange and wish to receive a refund then the product cost would be refunded to your credit/debit card or directly to your bank account depending on the mode of your payment and subject to our policies. The reimbursement towards self-shipping charges will be in a similar manner. Refunded amount cannot exceed the amount paid by the customer under any circumstance. There are two modes of refund:

i. UrbanPuja Wallet - If you choose this option, the amount will be added to your UrbanPuja Wallet in the 'store credit' component. This applies when Aanodaya Trademart LLP is the seller.

ii. Back to Source - In this case, the money will be refunded back to the payment mode/account that was originally used to make the transaction.

Once you have requested the cancellation of item(s) in your order, UrbanPuja will complete the cancellation and initiate the refund, depending on your preference.

What activities will be considered unlawful?
If UrbanPuja has suspicion or knowledge, that any of its buyers and sellers are involved in any activity which are intended to provide claims or information that is false, misleading or not genuine, then UrbanPuja may while reserving its rights to initiate civil and/or criminal proceedings against member may also at its sole discretion suspend, block, restrict, cancel the Display Name of such buyer and seller and /or disqualify that user and any related users.

UrbanPuja reserves its right to initiate civil and/or criminal proceedings against a user who, files an invalid and/or false claims or provides false, incomplete, or misleading information. In addition to the legal proceedings as aforesaid, UrbanPuja may at its sole discretion suspend, block, restrict, cancel the Display Name [and its related Display Names] of such user and/or disqualify that user and any related users from availing protection through this program. Any person who, knowingly and with intent to injure, defrauds or deceives, files a Fraudulent Complaint containing false, incomplete, or misleading information may be guilty of a criminal offence and will be prosecuted to the fullest extent of the law.

Feedback
At UrbanPuja.com, we welcome your questions and comments regarding our Shipping & Return policy. You may contact at admin@urbanpuja.com

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