Terms and Conditions

You accept these terms by using this website

Payment Policy

How can I pay for my order at Urban Platter?

We support the following payment options at Urban Platter:

  • Cash On Delivery (available in selected pin codes)
  • Credit Card
  • Debit Card
  • Net banking
  • UPI
  • Wallets (PayTm, Mobikwik, Amazon Pay, Phone Pe etc.)
  • Pay Later (Ola Money, ePayLater etc.)
  • PayPal
How does the COD (Cash on Delivery) payment option work?

Urban Platter’s Cash on Delivery option allows you to pay order value at the time of delivery for all orders up to Rs. 14,999. Your existing limits will be revised once, there is a delivery or order rejected against your account, from the new limit implementation logic, if required.To pay for any order using Cash on Delivery (COD) mode of payment, please select the ‘Cash On Delivery’ option on the payment page. Cash on Delivery option is available only in selected pincodes. However the COD limit may differ from customer to customer depending upon the order rejection percentage from a particular customers registered email id. For avoidance of doubt, ‘Order Rejection Percentage’ shall mean any undelivered orders which are returned from the address provided by the customer even, after three successful delivery attempts. In event of COD limit breach, your order will be cancelled and you will have to place a new order using Pre-payment options.

Further, the COD limit for any user may get decreased to Rs. 4,999, Rs.1,499, Rs. 0 basis on order rejection percentage and can be reset to Rs.14,999 basis on Order acceptance percentage and number of prepaid orders placed, post limit decrease.

Why can't I see the COD option on my payment page?

If you do not see a COD option on your payment page, this may be due to one of the following reasons:

  • Your order value may be Rs. 14,999.
  • Our courier partners may not support the Cash on Delivery option for your delivery address.
  • You may have placed another order using the COD option which is pending delivery. If the amount of this order when added to your current order exceeds Rs. 14,999, then the COD option will be disabled temporarily.
  • We have disabled COD option due to COVID-19 infection risks.
What is COD limit?

Urban Platter reserves the right to determine the COD limit for every customer and/or orders. The COD limit includes any undelivered, unpaid orders and any new orders being placed.

What should I do if my payment fails?

Please retry making the payment after ensuring that the information entered is accurate, including all account details, billing addresses and passwords. If your payment still fails, you can use the Cash on Delivery (COD) payment option, if available on the payment page to place your order. If your payment is debited from your account after a payment failure, it will be credited back within 7-10 days, after we receive a confirmation from the bank.

I am being charged GST amount on my order. What is GST?

GST is a single tax on the supply of goods and services that is levied on every value addition (through production and services) and is added to a product’s sale price. GST has to borne/paid by the ultimate consumer of the product or service. If your order is fulfilled on or after July 1st 2017, GST will be applicable on your orders. GST subsumes all other taxes like Excise duty, VAT, Entry tax etc.

How is the GST amount decided?

Following rules will govern whether or not additional GST will be applicable on the products purchased by you:

1) GST applicability:

(a) For a product,

(i) if the fulfilment is done on or after July 1st, 2017 and

(ii) if the order is placed before 15th November, 2018, and,

(iii) total discount percentage is more than 19% of MRP,

then GST may be collected from customer in addition to product price, post discounts. The discounts include those resulting from special offers such as Buy 1 Get 1 and similar offers.

(b) For a product, if the order is placed on or after 15th November 2018, the discounted prices displayed on Urban Platter platform shall be inclusive of all taxes, including GST.

2) GST amount: If applicable, the amount of GST collected from customer depends on category, for example:

(i) Pickles: Max 12%

(ii) Cookies, Chocolates: Max 18%

(iii) Molasses: Max. 28%

(iv) Spices, Masalas: Max 5%

3) On and from 15th November, 2018, the discounted prices displayed on the Urban Platter platform shall be inclusive of all taxes.

If I return/cancel the purchased product will the GST amount charged be refunded?

Yes. If you return the product, the applicable GST/VAT amount will also be refunded into the source account selected at the time of return initiation. However, no refunds of GST/VAT shall be made in relation to shipping charges collected from the consumer under Urban Platter shipping policy.

Shipping Policy

What is Urban Platter's Shipping Policy?

We strive to deliver products purchased from Urban Platter in excellent condition and in the fastest time possible. Also, for all the subsequent purchases of Rs. 2499* or more, we will deliver the order to your doorstep free of cost. A minimal shipping charge will be applicable to all orders under Rs. 2499 based on cart items.

If the order is cancelled, lost or un-delivered to your preferred location, we will refund the complete order amount including any shipping charges if paid online.

If you return an order delivered to you, order shipping charges will not be refunded. For accounts whose return behaviour violates our fair usage policy, a delivery charge of Rs. 149 will be levied on all orders, irrespective of order value.

*Order value is calculated after applying discounts/VAT/GST or any other applicable charges.

What is Urban Platter's Fair Usage Policy?

We always strive hard to provide the best experience to our customers. However, we have noticed that few accounts abuse our liberal returns policy. These accounts typically return most of the items bought or choose to not accept our shipments. Hence, our regular customers are deprived of the opportunity to buy these items. To protect the rights of our customers, we reserve the right to collect shipping charge of Rs. 149 for all orders and disable cash on delivery option for accounts which have a high percentage of returns and shipments not accepted by value of orders placed.

Please tap on the “Orders” section under the account menu of the website to check your order status.

How can I check if Urban Platter delivers to my PIN Code?

You can find out if Urban Platter delivers to your PIN Code using the courier serviceability tool available on the cart page. Please tap on “Calculate Shipping” and enter your area PIN code in the respective field to get the required information about standard shipping and it’s availability. The PIN codes serviced by us are frequently updated, so if we do not deliver to your PIN code today, please come back and check to see if this has changed.

How are orders placed on Urban Platter delivered to me?

All orders placed on Urban Platter are dispatched through other courier partners such as Blue Dart, Delhivery, Lalamove, DHL, We Fast, Spot On etc. A tracking number is provided as soon as the parcel is dispatched with which you can get updates on the location of the parcel and the estimated delivery date and time. Updates will be provided via E-mails and SMS frequently.

Can the shipping address of the order be changed after placing it?

Surely, you can change your order’s shipping address before we’ve shipped it by getting in touch with our customer care representatives. Extra charges (if applicable) shall be levied.

My parcel was damaged. What do I do?

Kindly reach out to us for pilferage / leakage / tempering within 48 hours of delivery failing which the claim will not be entertained. Whilst we investigate, you are requested to please make note of the below pointers:

  • Please do not use the item for which claim is being raised.
  • You may be required to informations like, a short description of the case (A few questions will be asked to help us understand the scenario)
  • The snapshots of the packet and other boxes (If any). Try to cover the sides which look tampered/damaged.
  • The refund for prepaid / Cash on delivery orders will be done after the investigation

You may not be liable for a refund if he/she falls in any of the scenarios stated below:

  • Failure to provide adequate information about the case.
  • Failure to provide snapshots of the packet and box (if any).
  • If a pilferage / leakage delivery was received, claims must be made the same day.
  • You must not dispose of the packaging for 3 – 4 days post-delivery. We might need to pick-up your packaging for investigation at our end.
Does Urban Platter deliver products outside India?

Yes. We deliver products outside India. Customs and International Shipping.

All of Urban Platter orders are shipped internationally from our warehouses across India to your provided shipping address via DHL/FEDEX/ARAMEX. Due to the nature of international shipping, occasionally a customer may have to pay additional import duties and taxes which are levied once a shipment reaches your country. The large majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent customs duty charges will be levied. In the case where additional customs charges are assessed, you will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with DHL/FEDEX to customs clear your goods for you and deliver them to your doorstep. If you are presented with an invoice from DHL/FEDEX for import duties and taxes, you will have to pay DHL/FEDEX directly at the time of delivery.

Returns & Refund Policy

What is Urban Platter’s refund policy?

Due to the nature of our business and products we sell, items that expire sooner than 1 month from the date of the purchase are not eligible for a refund.

For any other items to be eligible for a refund, you have to return the item you have purchased to us within 7 calendar days of the delivery. The item must be unopened and in its original condition. Contact our customer services department to get a free shipping label.

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 regardless of its expiration date. If anything is unclear or you have more questions feel free to contact our customer support team.

Why have I not received my Refund despite approval?

For refunds taken into Bank Account (via IMPS), your refund will reflect in your account within 1 to 3 business days once it has been initiated. For refunds taken into wallets, your refund will reflect instantly. For refunds to source account (that is Credit Card, Debit Card and Net banking), your refund may take 7-10 days to reflect in your account depending upon your bank partner.

How long would it take me to receive the refund of the returned product?

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 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.

Does Urban Platter pick up the product I want to return from my location?

No. Currently we do not offer such service. For returning products, you are required to self-ship them back to us. Our customer care will help you with the labels and shipping address.

How can I Self-Ship the product to Urban Platter?

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.

Where should I self-ship the 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, C-7 Basement, Kamanwala Chambers, New Udyog Mandir 2, Mogul Lane, Mahim West, Mumbai, Maharashtra 400016.

**Delhi

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

**Bangalore

Urban Platter, No# 24, 2nd Main Road, Vinayaka Layout, Near Archana Bakery, Whitefield, Bangalore, Karnataka 560066.

Why has my return request been declined?

This may have happened, 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 care.

Why is my returned product re-shipped?

This may have happened, if the item you have returned is used, damaged or its labels/packaging materials are missing. In the event that you fail to accept the receipt of the re-shipped item, you shall continue to be not eligible for a refund, and Urban Platter assumes no liability with respect to the return or refund for the said re-shipped item. For more details, please call our customer care.

Cancellation Policy

Updated Cancellation Policy (COVID-19)

At present, due to the onset of the COVID-19 Virus and subsequent disruption of the supply chain, logistics and other services we are unable to offer cancellation, return, exchange or refund of the any items once the order has been placed on our website. Refunds are processed only in cases where there has been delivery of genuinely defective items and on no other grounds.

What is Urban Platter Cancellation Policy?

After placing an order, in case you want to cancel your order, you can easily do so until it has not been shipped 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.

I have cancelled my order. When can I expect to get my refund?

If you selected COD during your ordering time, there will be no amount to refund as you have not paid for the order. For the payments made using Debit card, Credit card, Wallets or by Net Banking, you’ll get a refund either in your Urban  Platter Wallet immediately after you cancelled your order or through cheque. If you’ve made the payment using Net Banking, Credit Card or Debit Card and want to get the refund back in your bank account, then please contact our customer care team. Refund, if approved, will be processed within 7-12 business days.

How do I cancel my order?

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 Wallet – Instant
Online Refund – 7 to 10 days post refund initiation, depending on your bank partner
PhonePe wallet –Instant

Please note, Urban Platter initiates the refund upon successful return pick up, or 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 a Urban Platter 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.
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.

Privacy Policy

What do we do with your information?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

How do you get my consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say so.

How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at [email protected]

Will my information be disclosed?

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

Will my financial information be stored?

If you choose a direct payment gateway to complete your purchase, then we do store your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction.

After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

What do your service providers do with my data?

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

In particular, remember that certain providers may be located in or have facilities that are located in a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located. Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

How do you secure my information?

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.  Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

What is the minimum age to access this site?

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

Disclaimer

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 our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.