Return and refund policy

At UrbanGrid, customer satisfaction is very important to us. We aim to provide quality products and a smooth shopping experience. If you are not fully satisfied with your purchase, please review our Return and Refund Policy below.

1. Return Eligibility

To qualify for a return, items must meet the following conditions:

The item must be unused, unopened, and in original condition
Original packaging, tags, manuals, and accessories must be included
Proof of purchase or order confirmation must be provided
Return request must be submitted within the eligible return period

We reserve the right to reject returns that do not meet these conditions.

2. Return Timeframe

Customers may request a return within 7 days of receiving the order.

For damaged, defective, or incorrect items, customers must contact us within 24 hours of delivery with clear photos or videos of the issue.

To start a return request, please contact us at:

Email: urbangrid786@gmail.com

3. Refund Process

Once your returned item is received and inspected:

We will notify you regarding approval or rejection of the refund
Approved refunds will be processed to the original payment method
Refunds are usually completed within 2-3 business days, depending on your payment provider or bank

If your refund is delayed, please contact your payment provider first before reaching out to us.

4. Exchange Options

We may offer exchanges for:

Damaged products
Defective items
Incorrect products received

Exchange requests are subject to product availability.

If the requested replacement item is unavailable, we may offer:

Alternative replacement
Full or partial refund

5. Damaged or Defective Products

If you receive a damaged, defective, or incorrect product:

Contact us within 24 hours of delivery
Include your order number and clear photos/videos showing the issue
Do not dispose of the product or packaging until the issue is reviewed

After verification, we may provide:

A replacement
A refund

UrbanGrid will cover return shipping costs for approved damaged or defective items.

6. Non-Returnable Items

For hygiene, safety, and business reasons, certain products may not be eligible for return, including:

Opened or used beauty/cosmetic products
Personal care items
Products damaged by customer misuse
Clearance items
Gift cards or digital products
Items marked as non-returnable on the product page

7. Return Shipping Costs

Customers are generally responsible for return shipping costs unless the item is defective, damaged, or incorrect
Original shipping charges are non-refundable unless the return is due to our error
We recommend using a trackable shipping method for returns

UrbanGrid is not responsible for lost return shipments without tracking confirmation.

8. Cancellation Policy

Orders may only be canceled before shipment confirmation.

Once an order has been shipped, it cannot be canceled and must follow the return process instead.

9. Refund Exceptions

We reserve the right to refuse refunds if:

Returned items show signs of use
Items are returned incomplete or damaged by the customer
Return requests are made outside the allowed timeframe

10. Contact Information

If you have any questions about returns or refunds, please contact us:

UrbanGrid

Address: Manama Centre, Block 301, Road 330, Building 158, Shop 0

Phone No.: +973-33509756