At Urban Paints, we aim to provide high-quality paints and related products to our customers. Please read the following Refund & Return Policy carefully before placing an order on urbanpaints.in.
1. Order Cancellation
Orders may be cancelled before they are dispatched.
Once an order has been dispatched, cancellation requests may not be accepted.
To request cancellation, please contact our customer support team as soon as possible with your order number and registered mobile number/email address.
2. Return Policy
Paints, coatings, tools, and other products purchased from Urban Paints are generally non-returnable once delivered, except in cases where the product:
- Is damaged during transportation
- Is received in a defective condition
- Is incorrect or different from the product ordered
- Is missing from the delivered package
Returns will be considered only after verification by the Urban Paints team.
3. Damaged Products
Customers are requested to carefully inspect the package at the time of delivery.
If the product is damaged, leaking, broken, or otherwise visibly affected during transit:
- Take clear photographs/videos of the package and product.
- Do not use the affected product.
- Contact Urban Paints customer support as soon as possible.
- Provide your order details along with photographs/videos of the product and packaging.
Our team will review the claim and determine the appropriate resolution.
4. Wrong or Missing Product
If you receive a product different from what you ordered or any item is missing from your order, please contact us promptly.
After verification, Urban Paints may arrange for:
- Replacement of the incorrect/damaged product, or
- Refund of the eligible product amount, as applicable.
5. Refunds
If a refund is approved, the eligible refund amount will generally be processed through the original payment method used for the purchase.
The time taken for the amount to appear in your account may depend on the payment gateway, bank, card issuer, or other financial institution.
Shipping or other applicable charges may not be refundable unless the refund is due to an error attributable to Urban Paints or otherwise required under applicable law.
6. Non-Returnable Situations
A return or refund may not be accepted in cases including:
- Change of mind after delivery
- Incorrect colour/shade selected by the customer
- Incorrect quantity ordered by the customer
- Product opened, used, mixed, or altered after delivery
- Damage caused by improper storage, handling, or use
- Damage caused after delivery
- Products purchased through unauthorized sellers
- Claims made without sufficient supporting information
- Products that have been specially prepared, tinted, mixed, or customized, where applicable
7. Shade & Colour Variation
Actual paint colour may vary slightly from colours displayed on digital screens, websites, mobile devices, shade cards, or printed materials due to differences in screen settings, lighting conditions, application surfaces, and other factors.
Minor shade variations alone may therefore not qualify as a product defect or grounds for return.
8. Replacement
Where a replacement is approved, Urban Paints will coordinate the replacement process after verification.
Replacement availability may depend on stock and product availability. If a suitable replacement is not available, Urban Paints may provide another applicable resolution, including a refund where appropriate.
9. Refund for Payment Failure or Duplicate Payment
If your payment is deducted but the order is not successfully created due to a payment failure, or if you have been charged more than once for the same order, the applicable excess amount may be refunded after verification.
Refund processing will be subject to the payment gateway and banking processes.
10. How to Raise a Return/Refund Request
To raise a request, contact Urban Paints with:
- Order number
- Customer name
- Registered mobile number
- Email address
- Description of the issue
- Photographs/videos, where applicable
- Relevant invoice/order details
Our team will review the request and communicate the next steps.
11. Contact Us
For refund, return, replacement, or order-related queries:
Urban Paints
Mobile: +91 87967 28659
Email: support@urbanpaints.in
Support Hours:
Monday to Saturday — 10:00 AM to 5:00 PM
Sunday — Closed
Factory Address:
Plot No. 144, Sector 16, HSIIDC,
Bahadurgarh – 124507,
Haryana, India.
Website: urbanpaints.in
Important Note
This Refund & Return Policy is subject to applicable Indian laws and regulations. Where applicable law provides a customer with rights or remedies that cannot legally be excluded or restricted, those rights will continue to apply.