Refund & Exchange Policy

Return & Exchange Policy

At Urge, we aim to provide a smooth and reliable shopping experience. Please review the updated process for returns and exchanges.

How to Claim an Exchange

Step 1: Report the Issue (Defective/Wrong Items Only)

If you received a defective or incorrect item, report the issue through WhatsApp:
+92 333 4467422
Mon–Sat | 11:00 AM – 6:00 PM

Send clear pictures of the defect or incorrect article. Our support team will verify your claim.

Important:
When you receive your parcel, please always take a picture of the shipper slip attached on the courier bag for order and payment reference. This helps with smooth processing of any future claims.

Step 2: Fill the Return/Exchange Form

A return/exchange form is included inside your parcel. Fill it with:

  1. Name
  2. Contact number
  3. Order number
  4. Reason for return/exchange

(If the form is missing, our customer care team can send you a digital version.)

Step 3: Return the Item

Once your claim is approved, return the item to our warehouse:

Return Address:
CB 4860, Lane 6, Sherzaman Colony, Tulsa Road, Rawalpindi

Share the courier tracking receipt on WhatsApp after dispatching.

Updated Exchange Method (New System)

After we receive and inspect your returned item:

  • You will be issued a gift card/store credit equal to your order value.
  • You can use this gift card to place a new order of your choice on our website.
  • A flat delivery charge of Rs. 100 will apply at the time of sending the new order.
  • Gift card will be valid for single-use only.

This method ensures faster processing and more flexibility for customers.

Important Notes

  1. Products must be unused, unwashed, unstitched, and in their original condition with tags attached.
  2. Damaged or used items will not be accepted.
  3. If the issue is due to a defective or incorrect item, Urge will bear the return courier charges.
  4. If exchange is due to personal preference (size, color, design), the customer bears the return courier cost and a Rs. 100 delivery charge will apply when sending the exchanged item.

Final Sale Items

  • Items purchased at sale or discounted prices are not eligible for exchange or refund.
  • If a sale item is received in defective condition, it can be exchanged according to the same process.

In-Store Exchange

Items can be exchanged at any Urge retail store within 7 days of delivery, subject to stock availability and policy conditions.

Refund Policy

Urge follows a No Refund policy.
Refunds will only be granted in exceptional cases where the product is out of stock.

  • Refund processing time: 7 working days
  • Shipping charges are non-refundable

Order Cancellation

Customers may cancel their order anytime before it is processed. Urge may cancel orders due to:

  • Out-of-stock items
  • Pricing errors
  • Payment authorization failure

(This policy applies to COD orders only.)

Disclaimer

Urge reserves the right to deny any return or exchange claim if the product is damaged or missing tags.