REFUND & EXCHANGE POLICY
We want you to love your purchase. If a product doesn’t meet your expectations, we are here to help.
1. Return & Exchange Window
- Timeframe: You must initiate a return or exchange request within 3 days of receiving your order.
- Defective/Wrong Items: Please report any damaged, defective, or incorrect products within 24–48 hours of delivery for immediate assistance.
2. Conditions for Return
To be eligible for a return or exchange, the item must meet the following criteria:
- Unused & Original: The product must be unworn, unwashed, and in the same condition as received.
- Tags Intact: All original tags, dust bags, and packaging must be attached and undamaged.
- Proof of Purchase: A valid invoice or order number is required.
- Exclusions: Items on “Final Sale” or clearance are not eligible for return unless they are faulty.
3. How to Initiate a Request
Since we are an online-only store, all requests are handled through our digital channels:
- Contact Us: Message us on WhatsApp 01709959860 or email info.urbancratebd@gmail.com.
- Provide Details: Include your order number, a brief reason for the return, and clear photos/videos if the item is damaged.
- Approval: Once our team reviews and approves your request, we will provide instructions for the return shipment.
4. Shipping Costs
- Defective/Incorrect Items: We will cover the full cost of return shipping and replacement.
- Change of Mind/Size Exchange: If you wish to exchange an item for personal reasons, the customer is responsible for both the return shipping fee and the new delivery charge.
5. Refund Process
- Inspection: Once your return reaches us, it will undergo a Quality Check (QC).
- Refund Timeline: Approved refunds are typically processed within 5–10 working days.
- Method: Refunds will be issued via the original payment method (bKash, Nagad, or Bank Transfer).
Privacy Policy
At [UrbanCrate], we are committed to protecting the privacy and security of our customers. This policy explains how we collect, use, and safeguard your personal information when you shop with us online.
1. Information We Collect
To provide you with a seamless shopping experience, we collect the following information:
- Personal Details: Name, shipping address, and phone number for delivery purposes.
- Contact Information: Email address for order confirmations and newsletter updates.
- Payment Data: Transaction details through secure gateways for bKash, Nagad, or Card payments.
2. How We Use Your Information
We use your data strictly for business operations, including:
- Order Fulfillment: Processing your purchase and ensuring on-time product delivery.
- Customer Support: Contacting you via WhatsApp, Phone, or Email regarding your order status.
- Marketing: Sending you updates on new arrivals or promotions, only if you have opted in.
3. Data Security
Your personal information is secure with us. We employ industry-standard security measures and “cutting-edge technologies” to protect your data from unauthorized access. We do not store sensitive payment card details on our servers; all transactions are processed through encrypted third-party providers.
4. Third-Party Sharing
We only share your information with trusted partners necessary to complete your order:
- Logistics Partners: Sharing your name, address, and phone number with couriers to ensure delivery.
- Payment Processors: Securely transmitting data to verify MFS or bank transactions.
5. Your Rights
You have the right to access, correct, or request the deletion of your personal data. You may also unsubscribe from our marketing emails at any time by clicking the “unsubscribe” link or contacting our support team.
6. Contact Us
If you have any questions about this Privacy Policy, please reach out to us:
Social Media: Direct Message us on Facebook or Instagram.
Email: info.urbancratebd@gmail.com
WhatsApp/Phone: 01709959860
