8.1. ELIGIBILITY

8.1.1. No returns will be accepted, unless the product is damaged or defective (defined hereinbelow).

8.1.1.1. Damaged means any packed product having quality issues leading to deleterious or destructive effects due to physical or chemical damage, or from any other circumstances, and which renders the product unfit for consumption and / or use.

8.1.1.2. Defective product is a product that causes injury to a person due to either a design defect includes packaging, a manufacturing defect, or a marketing defect.

8.1.2. You understand and agree that certain food products may require specific storage conditions and certain instructions may be required to follow as mentioned on the Packaging of the product. You are required to adhere to the same so as to enjoy the product in its best form and prevent spoilage, contamination of the product which may render it unfit for consumption or its intended usage. Products stored or used in conflict with such conditions and instructions shall be not eligible for Returns / Refunds.

8.1.3. DENTS / SCRATCHES: We take care and exercise due caution to deliver your product(s) in the best possible manner, however, there may be times that you may receive the product(s) with minor dents or scratches including slight indentations or creasing in a shipping carton. As a general consensus, it is safe to buy and use food from dented packaging; it does, however, depend on the condition the packaging is in and the food contained inside. Please note, that minor scratches and/or dents do not affect the quality of the product(s) or its intended use and thus, is safe and fit for use and consumption. However, we suggest you inspect each of the product(s) and packaging inside for damage as well. In case of a major dent or any leakage or if you notice any opening, pinhole, then we suggest not to use the product(s) and get in touch with our customer support without delay.

8.1.4. SHELF LIFE: Our Website and the product(s) itself, clearly reflects the Best Before / Expiry date (“Shelf Life”) of each product, which indicates and means that the product is fit and safe for use and / or consumption by the date indicated on the Website and also on the Product received by you. We shall never have any product(s) on our Website which are not safe / unfit for consumption. However, when you as a Consumer make a purchase of any product(s), it is agreed and understood that you have made your fair due diligence with regards to the Shelf Life / Best Before / Expiry date of the product(s) as stated on the Website and thus placed your order depending upon your usage.

8.1.4.1. In an effort to curb frivolous, invalid and false claims of rejecting and returning the product(s) which are well within the stipulated Shelf Life and also fit and safe for consumption, NO CLAIMS FOR ANY RETURN OF PRODUCT(S) WHICH ARE WELL WITHIN THE STIPULATED TIMEFRAME OF THEIR SHELF LIFE AS REFLECTING ON THE BEST BEFORE / EXPIRY OF THE PRODUCT(S) SHALL BE ENTERTAINED.

8.1.4.2. There may also be times when you may receive a product wherein the Best Before / Expiry date on the Website may be different than that reflecting on the Best Before / Expiry date mentioned on the product(s) (this could purely be due to logistical / technical / system updates), in this case, if the product is well within its Shelf Life i.e., within its Best Before / Expiry date it shall not be eligible for Return on issues of Shelf Life not being sufficient or enough, unless the Shelf Life is less than 20% at the time of receipt of the product by you which would be taken into account by us, evaluated at our end by the concerned team and fulfilling the eligibility criteria processed for return or refund as the case may be.

8.1.5. For any other items to be eligible for a refund, you have to return the item you have purchased to us within seven (7) calendar days of the delivery. If seven (7) days have gone by since your date of delivery, unfortunately we can’t offer you a refund or replacement. To be eligible for a return, your item must be unused, unopened and in the same condition that you received it. It must also be in the original packaging.

8.1.6. Urban Platter takes stringent measures to ensure that the products delivered to you are in perfect condition. However, there is a remote possibility that the product may get damaged during transit or an incorrect product is delivered to you. In such a case, you may return a product brought from us in case of damage or defect within seven (7) days of purchase for non-perishable products and within two (2) days of purchase for perishable products.

8.1.7. Important information

8.1.7.1. To be eligible for a return, your item must be unused, unopened and in the same condition that you received it. It must also be in the original packaging. Contact our customer support to get a free shipping label.

8.1.7.2. If our products arrived damaged, rotten or contaminated in any way, please contact us right away, and we will be happy to send a free replacement. This replacement for the damaged, rotten or contaminated products shall always be subject to our rights to recall the products to send it for further analysis and testing. If anything is unclear or you have more questions feel free to contact our customer support .

8.1.7.3. At the time of return, preferably, at least 75 % of the weight or volume of the actual product must be returned.

8.1.7.4. The refund or return shall be subject to inspection and in case it is not approved, then no refund shall be initiated.

8.1.7.5. The Product must be unused and in the same condition that you received it. It must also be in the original packaging.

8.1.7.6. Please note that items purchased at www.urbanplatter.in cannot be returned in a Urban Platter store for exchange or refund.

8.1.7.7. The above policy is valid on all products except Gift cards and perishable items having shelf life of less than two (2) days.

8.2. REFUND TIMELINE
After the refund has been initiated by Urban Platter as per the Returns Policy, the refund amount is expected to reflect in the customer account as per the following timelines:
* NEFT – 1 to 3 business days post refund initiation
* Urban Platter Credit – Instant
* Online Refund – 7 to 10 business days post refund initiation, depending on your bank partner
* Wallets – Instant

Please note, Urban Platter initiates the refund after the returned item has reached us and quality check is successful. Therefore, the refund initiation time may vary by time taken by the courier partner to deliver the return to our warehouse. In case of any refund discrepancies, Urban Platter may at its sole discretion, request you to share with us a screenshot of your bank statement.

8.3. SELF-SHIPPING OF THE PRODUCT
You can self-ship the return item via any reliable courier partner. For all self-shipped returns, you will be duly reimbursed the shipping costs. Therefore, please ensure that scan copy of courier bill/receipt is shared via various Contact us option available on the website.

The courier bill/receipt should satisfy the following conditions for successful processing:

* It should capture the weight of the return package.
* Residential/office address, destination address, shipment date, amount and other details should be mentioned.
* The information on the receipt should NOT be edited/over-written.
* The courier charge (amount mentioned on the receipt) should not overshoot the Sender-Destination-Service combination and shall be cross checked with the courier company.

This is subject to your returns being inspected and successfully processed upon receipt at our end.

8.4. ADDRESS FOR SELF-SHIP OF RETURNS
You can send the return to any one of the following returns processing facilities depending on your location. Kindly do not send it to on any other address as the package would not be acceptable then.

MUMBAI
Urban Platter, Floor – B, Plot 405/406, 7c, B3, B4, B5, Kamanwala Chambers, Bhagoji Keer Marg, Mahim West, Mumbai 400016 Maharashtra.

DELHI
Urban Platter, C-22 Basement, New Krishna Park Vikas Puri, Near Janakpuri West Metro Station, New Delhi, Delhi 110018.

BANGALORE
Urban Platter, B-23, H K Arcade, Iti Industrial Estate, Mahadevpura, Bengaluru (Bangalore) Rural, Karnataka, 560048

KOLKATA
Urban Platter, 1st Floor, RS Dag No. 154, LR Dag No. 169, J. L. No. 28, Mouza – Jungalpur, P. S. – Sankrail, District – Howrah – 711302, West Bengal

8.5. DECLINE OF RETURN REQUEST AND RETURN OF PRODUCT

8.5.1. This may happen, if the item you returned is used, damaged or labels are missing. In the event that the return request is declined, the user shall not be eligible for a refund, and Urban Platter assumes no liability in this regard. For more details, please call our customer support .

8.5.2. This may happen, if the item you returned does not qualify the eligibility criteria as in Clause 8.1. above.

We reserve the right to modify, amend or change our Return and Refund Policy from time to time.

9.1. CANCELLATION BY THE CUSTOMER
After placing an order, in case you want to cancel your order, you can easily do so until it has not been processed or shipped by us and is in our warehouse. Any amount already paid by you will be refunded back. Contact our customer support to help you with this process as swiftly as possible. We will not be able to cancel those orders that have been already processed and shipped.

Get in touch with us via our contact form. Alternatively, look for the order support contact information provided in your order receipt e-mail. Allow us reasonable time to track the order status and thereby cancel it for you.

9.2. CANCELLATION BY URBAN PLATTER
While our endeavour is to ensure that every order that has been successfully placed with Urban Platter, there are some situations in which we may have to cancel the order(s). some of the situations that may result in your order being cancelled include (but not limited to):

* Limitations on quantities available for purchase;
* Inaccurate or insufficient address;
* Product no longer available or temporarily out of stock;
* Inaccuracies or errors in product pricing or information.

We will contact you within 2 business days of such cancellation and give you the option to exchange / refund / cancel the order based on your convenience.

Urban Platter believes in providing the best experience to our customers. However, if you do feel we can improve our services, you can contact us through the below mentioned details, and we will be glad to assist you.

In accordance with Information Technology Act 2000 and rules made there under, the Name and Contact details of the Grievance Officer are provided below:

Grievance Officer Avi Jadhav at grievance@urbanplatter.in or +91-7208083639 with the details of your suggestions or complaints. We will respond within three (3) business days from the date of receipt of your email.

We reserve the right to modify these policies at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the Website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If we undergo any changes in the legal status with respect of acquisition or merger with another company, your information may be transferred to the new owners so that we may continue to sell products to you.