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Return & Exchange Policy

To make your shopping experience with Urbansole pleasant, Urbansole has a comprehensive return and exchange policy in place.

You can exchange all products purchased from Urbansole in the following cases:

  • The product(s) is damaged, faulty or defective at the time of delivery
  • The product(s) does not match the original specifications or is found to be different than what you actually purchased
  • The size you ordered is smaller or larger compared to your foot size (if available in stock)
  • Products purchased on sale are not eligible for Exchange, Claim & Return. (Both instore & online)

You can exchange any product purchased from Urbansole within 7 days.

HOW TO GET PRODUCT(S) EXCHANGED

Product(s) purchased online or from store can be exchanged at any Urbansole outlet.

Alternatively, you can return your product(s) by courier to Urbansole. We can also arrange reverse pickup of your order for you. Please note that in case of a claim Urbansole will pay for reverse pickup and if it is an exchange case then it will be paid by the customer.

You can send your product(s) for return to the following address:

Urbansole E-sales Department
Shafi Private Limited
13KM Sheikhupura Road
Lahore

PROCESSING TIME
You will receive your exchanged product(s) within 15 short days from the date of claim.

TERMS & CONDITIONS

  • Sales invoice is needed in order to claim an exchange
  • Claim should be made within 7 days of purchase

The final decision will be taken by the Quality Control Department in case of defected product(s)

CLAIMABLE DEFECTS

The following product(s) are claimable: 

     Major defects – unrepairable manufacturing faults
     
Sole damage
     Upper damage
     Pasting issues (sole/upper separation)

     Minor defects – repairable faults
     
Stitching issue
     Pasting issue (over pasted)

UNCLAIMABLE DEFECTS
Product(s) are not claimable in the following cases:    

  • Product(s) is overused i.e. sole prints have vanished, de-shaped upper etc.
  • Wrinkled product(s) is not claimable as wrinkling is natural behavior of leather
  • Shape out shoes (not a manufacturing defect)
  • Product(s) is scratched due to use
  • Sole/upper of shoe is damaged due to fire, burn, heat etc.
  • Deliberate pulling of sole and upper to create pasting issue
  • Sale items are not eligible for claim. (Both instore & online)