Refund policy

Return and Refund Policy

At UrsLook, we aim to provide a smooth and reliable shopping experience. If you receive an eligible product that is damaged, defective, incorrect, or materially different from the product ordered, you may request a return within 7 days from the date of delivery, subject to this policy.

7-Day Eligible Return Window

Eligible return requests must be raised within 7 days after the product is delivered.

To help us verify the issue, customers may be required to provide clear photos and/or an unedited video showing the product and the reported problem.

Eligible Reasons for Return

A return request may be accepted if the product received is:

1. Damaged

The product was physically damaged during delivery or arrived in damaged condition.

2. Defective

The product has a manufacturing defect or is not functioning as reasonably expected.

3. Incorrect Product

You received a product that is different from the product you ordered.

4. Missing Items or Parts

An item, accessory, or part included with the order is missing, where applicable.

5. Wrong Size or Variant Sent

The seller sent a different size, colour, model, or variant from the one ordered.

Photo and Video Evidence

To process claims related to damaged, defective, incorrect, or missing products, UrsLook may require customers to submit:

  • Clear photos of the product

  • Photos of the damaged area or defect

  • Photos of the outer package, where relevant

  • Photos of the shipping label, where relevant

  • An unedited unboxing or product video, where required

Customers are strongly advised to record a continuous video while opening the package, especially for high-value products.

The evidence should clearly show the product received and the issue being reported.

Providing false, edited, misleading, or unrelated evidence may result in rejection of the return or refund request.

Important: Unboxing Video Recommendation

For claims involving damaged products, missing items, incorrect products, or package-related issues, an unboxing video may be requested during verification.

The video should ideally:

  1. Show the unopened package and shipping label.

  2. Clearly show the package being opened.

  3. Show the product received.

  4. Clearly show any damage, defect, missing item, or incorrect product.

Customers should avoid stopping or editing the video during the unboxing process.

Return Request Process

To request a return:

Step 1: Raise a Return Request

Submit a return request through your UrsLook account, app, website, or authorised customer support channel within the applicable return period.

Step 2: Upload Evidence

Provide the required photos and/or videos explaining the problem.

Step 3: Verification

UrsLook and/or the seller may review the return request and supporting evidence.

Additional information may be requested where necessary.

Step 4: Return Approval

If the return is approved, return pickup or shipping instructions will be provided, depending on the product, seller location, and service availability.

Step 5: Product Return

The customer must return the product in accordance with the instructions provided.

Where applicable, the product should be returned with its original accessories, parts, packaging, and any promotional items received with the order.

Refund Policy

After an eligible return request is approved and the applicable verification process is completed, the refund will be processed according to the original payment method or another available refund method.

Refund timing may depend on:

  • The payment method used

  • Bank or payment provider processing times

  • Return pickup and delivery status

  • Product verification, where applicable

The refund amount may include the eligible amount paid for the product, subject to the applicable order, return, and refund terms.

Non-Returnable Situations

Returns or refunds may not be accepted in situations including:

  • Return requests raised after the 7-day return period

  • Products damaged by misuse, improper handling, or accidents after delivery

  • Normal wear and tear

  • Products returned without required parts or accessories

  • Products that do not match the original condition, subject to reasonable inspection

  • False or misleading damage claims

  • Incorrect evidence submitted for verification

  • Products specifically marked as non-returnable, where permitted by applicable law

Certain product categories may have different return conditions based on hygiene, safety, customization, perishability, or other applicable requirements. The product page may display the applicable return policy.

Return Pickup

For eligible products, UrsLook may arrange a return pickup through an authorised logistics partner, depending on service availability.

In some locations or circumstances, customers may be provided with alternative return instructions.

Return pickup availability may vary based on:

  • Customer location

  • Seller location

  • Product category

  • Size and weight of the product

  • Logistics service availability

Condition of Returned Products

Returned products may be inspected after they are received.

The product should generally be returned with:

  • Original product and accessories

  • Original tags, where applicable

  • Original packaging, where reasonably possible

  • All parts or items included with the original order

A return may be rejected if the returned product does not match the product delivered or if there is evidence of misuse, replacement, or fraud.

Cancellation Before Delivery

Customers may be able to cancel an order before it is shipped, subject to the order status and seller processing stage.

Once an order has been shipped, cancellation may not be possible. Customers may instead need to follow the applicable return process after delivery.

Marketplace Seller Responsibility

UrsLook is a marketplace platform where products may be sold by independent sellers.

Sellers are responsible for ensuring that products are accurately described and properly packed before dispatch.

UrsLook may assist with return and refund processing in accordance with applicable marketplace policies.

Policy Updates

UrsLook may update this Return and Refund Policy from time to time to improve customer experience, comply with applicable laws, or reflect changes in marketplace operations.

The policy applicable to an order will generally be the policy displayed at the time of purchase, subject to applicable law.

Need Help?

If you have questions about a return or refund, please contact UrsLook Customer Support through the support options available on our website or app.

UrsLook — Shop with Confidence.