Refund & Exchange Policy

At URGE, we aim to provide a smooth and reliable shopping experience. Please review the process below 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, contact our customer care team through any of the following:

  • WhatsApp: +92 333-4467422 (Mon–Fri, 11 AM–6 PM PST Whatsapp Message Only)
  • Call: +92 51 6107323 (Mon–Fri, 11 AM–6 PM PST)
  • Instagram: send us a direct message on our official Instagram page
  • Email: info@urge.pk

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

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

Step 2: Fill in the Return/Exchange Form
A return/exchange form is included inside your parcel. Fill it in 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:
5th Floor, Plaza #9, Defence Avenue Road, Near HBL & Alfalah Bank, DHA-1, Islamabad

After dispatching, share the courier tracking receipt with us by email or Instagram message.

Exchange Method

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 applies when the new order is sent.
  • The gift card can be used only once.

This method means faster processing and more flexibility for you.

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 the exchange is due to personal preference (size, colour, design), the customer bears the return courier cost, and a Rs. 100 delivery charge applies when the exchanged item is sent.

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 through 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 are only 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 at any time before it is processed. URGE may cancel an order because of:

  • out-of-stock items
  • pricing errors
  • payment authorisation 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 its tags.