Returns & Refund Policy

At Urban Zay, we are committed to providing genuine, high-quality skincare products. Your satisfaction is important to us, and we strive to make every shopping experience a positive one. Please read our Returns & Refund Policy carefully before making a purchase.

Return Eligibility

You may request a return within 7 days of receiving your order.

To be eligible for a return, the product must meet all of the following conditions:

• The item must be unopened, unused, and in its original condition.
• All original seals, packaging, labels, and tags must remain intact.
• A valid proof of purchase or order confirmation is required.

Returns that do not meet these conditions may not be accepted.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

• Opened or used skincare and beauty products.
• Products with broken or removed seals.
• Sale or clearance items.
• Gift cards.
• Customized or personalized products.
• Items damaged due to misuse or improper handling by the customer.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of receiving your order. Please include your order number along with clear photos of the product and packaging so we can investigate the issue and provide an appropriate solution.

How to Request a Return

To request a return, please contact our customer support team by email:

Email: store.urbanzay@gmail.com

Include the following information in your email:

• Order Number
• Full Name
• Reason for Return
• Photos (if applicable)

Please do not send your product back until your return request has been reviewed and approved. We will provide the return instructions and shipping address after approval.

Return Shipping

Unless the return is due to a damaged, defective, or incorrect product, customers are responsible for the return shipping costs.

We recommend using a trackable shipping service, as Urban Zay is not responsible for items lost or damaged during return shipping.

Exchanges

We currently do not offer direct product exchanges.

If you wish to receive a different product, please return the eligible item following our return process and place a new order separately.

Refunds

Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If your refund is approved, it will be processed to your original payment method within 10 business days.

Please note that your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.

If you have not received your refund after 15 business days from approval, please contact us for assistance.

Order Cancellation

Orders can only be cancelled before they have been processed or shipped.

Once an order has been dispatched, it cannot be cancelled. In such cases, you may request a return after receiving the order, provided it meets our return eligibility requirements.

Contact Us

If you have any questions regarding this Returns & Refund Policy, we're happy to help.

Urban Zay

Email: store.urbanzay@gmail.com

Address: House No. 380, C Block, Gulshan-e-Ravi, Lahore, Pakistan