Exchange & Return Policy
At Urge.pk, we are committed to your satisfaction. If something isn’t right with your order, we’re here to make it right.
Eligibility for Exchange
Products purchased from Urge.pk can be exchanged within 15 days of purchase under the following conditions:
1. The item received is damaged or defective at the time of delivery.
2. The item does not match the original specifications as shown on the website.
3. The customer wishes to exchange the item due to personal preference, such as a change in size or design.
How to Claim an Exchange
Step 1:
Report the Issue (For Defective/Wrong Items)
Send photographic evidence of the issue via WhatsApp at +92 333 4467422 (Mon–Sat | 11:00 AM – 6:00 PM).
Our support agent will review and confirm your claim.
Step 2:
Fill the Return/Exchange Form
A return/exchange form is included in your parcel. Kindly fill it with your:
1. Name
2. Contact number
3. Order number
4. Reason for return/exchange
Step 3:
Return the Item
Ship the product back to our head office and share the tracking receipt on WhatsApp at +92 333 4467422.
Our team will reach out once your parcel is received.
Important Notes
1. Products must be unworn, unused, and in their original packaging with all tags intact.
2. Damaged, used, or altered items will not be accepted for return or exchange.
3. If the item is defective or incorrect, Urge will bear the return courier charges.
4. If the exchange is requested due to personal preference, the customer will bear the courier charges and pay Rs. 500 COD at the time of redelivery.
Final Sale Items
1. Items purchased at a sale price are not eligible for exchange or refund.
2. However, if a sale item is received in a defective condition, it is eligible for exchange.
Return Address
CB 4860, Lane 6, Sherzaman Colony, Tulsa Road, Rawalpindi
In-Store Exchange
Items can also be exchanged at any of our retail stores within 7 days from the date of delivery.
Refunds
We have a ‘No Refund’ policy. However, refunds may be allowed in exceptional cases where the product is out of stock. Shipping and handling costs are non-refundable. 7 Working days Required for the processing of returns and Refunds.
Order Cancellation
You may cancel your order any time before the order is processed. Urge may cancel orders for any reason. Common reason may include: The item is Out of Stock, Pricing Errors or credit Card payment declined by Issuers financial Institution.*
Disclaimer
Urge has the right to deny any claim if the product is damaged or anything is missing from the package including price tags, labels, original packing, freebies and accessories.
*This policy is valid for COD orders only.