Terms of service

Terms of Service

Welcome to Urban Dulhaniya. Please read these terms and conditions carefully before placing your order. By using our website (www.urbandulhaniya.com) or placing an order through our digital channels or showroom, you agree to be bound by the following terms.

1. Right to Purchase & Admission

Our products are intended for direct consumer purchase only. To protect our brand integrity, we do not sell to other retailers, wholesalers, or businesses for the purpose of resale. We reserve the right to refuse service or cancel orders that we believe are intended for B2B or resale purposes.

2. Sizing, Customization & Consultations

We believe every outfit should feel as good as it looks. To ensure the best fit, we offer a Free Styling & Sizing Consultation for all our products.

  • Ready-to-Ship Sizes: Most of our online inventory is maintained in a Standard Size L (Chest size 38). Specific sizing details for each garment are listed on the product page.
  • Customization: If you require alterations or a different size, please click the "Chat with Us" button in product page or your cart. You can chat with our team directly to discuss possible customizations, additional charges, and updated timelines.
  • Confirmation: For online orders, we provide measurement assistance via video call or client-provided details. Before dispatch, we share photos or videos of the completed garment for your final review and confirmation. Once you provide approval and the item is dispatched, we hold no liability for fit or design issues.

Payment

  • We accept all major credit cards / debit cards and through RazorPay.
  • We accept payment via Gpay.
  • For Domestic Transaction (India):
    • Pay via RazorPay Payment gateway from your Credit/Debit card (Visa/Master Card/ American Express/ Diner)
    • Direct Bank Transfer:
      • ICICI BANK - URBAN DULHANIYA
      • Bank Name: ICICI BANK PVT. LTD
      • Branch: CAMP, PUNE
      • A/C No. 648805053428
      • IFSC Code No. ICIC0006488
      • SWIFT CODE: ICICINBBCTS
  • Cash On Delivery:
    • We do not have "Cash on delivery" payment option only.
  • Alternative Payment Methods: If you would like to use a different verified payment method, please contact us directly via WhatsApp. We will be happy to assist you if the requested method is supported by our system.

3. Shipping & Delivery

Domestic Shipping (India)

  • Shipping Charges: Shipping fees apply to all domestic orders and are calculated dynamically at the time of checkout based on your delivery destination and package weight.
  • Transparency: The final shipping cost will be clearly displayed in your order summary before you complete your payment.
  • Offline/Showroom Purchases: Customers purchasing directly from our Pune showroom are responsible for shipping charges if they choose to utilize our delivery services.
  • Dispatch Timing: Orders are dispatched one working day after the payment (including any applicable shipping fees) successfully reflects in our account.
  • Service Providers: We typically send via trusted courier services such as Tirupati Courier, Shree Maruti Courier, and India Post. Should you prefer an alternative courier, please let us know; any additional charges incurred will be payable by the customer.
  • Tracking ID: Once your order is dispatched, we will share the tracking ID with you within the next 24–48 hours.
  • Liability Disclaimer: Please note that Urban Dulhaniya is not liable for delivery delays caused by factors outside of our control. This includes courier service delays, natural disasters, national/international conflicts, or instances where the recipient is unavailable to receive the package. Failure to provide accurate contact details or a lack of coordination with the courier service will also exempt us from liability regarding delivery timelines.

International Shipping

  • Global Reach: We ship worldwide using premium carriers such as DHL and FedEx.
  • Shipping Costs: International shipping charges are determined by the weight or dimensions (volumetric weight) of the box, whichever is higher. A final shipping quote is provided once the order is placed or can be estimated upon request.
  • Courier Fees & Preferences: All courier charges must be paid in full by the client prior to dispatch. If you prefer a specific courier service other than our standard providers, please inform us; any additional charges incurred for your preferred service will be payable by you.
  • Dispatch Timing: Your order will be dispatched one working day after your payment (including all applicable shipping fees) successfully reflects in our account. Any delay in shipping caused by unpaid courier fees will not be considered a dispatch delay on our part.
  • Tracking ID: Once your order is dispatched, we will share the tracking ID with you within the next 24–48 hours so you can monitor your delivery.
  • Duties & Taxes: VAT, Custom Taxes, and Import Duties are determined by your local government and are not included in our pricing. These must be paid directly by the buyer to the courier or customs office upon arrival. We cannot predict these charges and are not responsible for them, as they vary greatly from nation to nation.
  • Mandatory Courier Charges: All international shipments are subject to mandatory courier fees. You may contact us directly via WhatsApp to receive a precise shipping quote or to discuss delivery options for your specific order.
  • Service Destinations: We frequently ship to the USA, UK, Germany, UAE (Dubai), Australia, and many other countries. If you reside in a nation with strict import regulations regarding shipments from India, please consult with us before placing your order. Our goal is to ensure a smooth, transparent, and happy transaction for every client.
  • Liability Disclaimer: Please note that Urban Dulhaniya is not liable for delivery delays caused by factors outside of our control. This includes courier service delays, natural disasters, international conflicts, or instances where the recipient is unavailable to receive the package. Failure to provide accurate contact details or a lack of coordination with the courier service will also exempt us from liability regarding delivery timelines.

4. Returns & Refund Policy

Thank you for shopping with us. We adhere to the following policies to ensure the highest standards of service for all our clients.

1. Eligibility for Returns & Exchanges

  • Returns or exchanges are strictly reserved for products with verified manufacturing defects only.
  • Any such defect must be brought to our attention within 24 hours of receiving your package.
  • Reports made after this 24-hour window will not be eligible for return or exchange.

2. Mandatory Unboxing Video (Anti-Fraud Protocol)

  • To process a claim for a manufacturing defect, a continuous, unedited unboxing video is mandatory.
  • The video must clearly show the package’s original seal and the shipping label before the package is opened.
  • The video must be recorded in one take (no cuts or edits) and must clearly display the major defect which makes it unwearable.
  • Failure to provide a valid unboxing video as described will result in the immediate rejection of the claim.

3. Cancellations & Credit Notes

  • Orders cancelled within 24 hours of placement are eligible for a Credit Note.
  • No refunds or returns are permitted once the purchase is finalized after this 24-hour period.
  • Validity: Credit notes are valid for 3 months from the date of issue.
  • Platform Restriction: Online clients must redeem credit notes online; showroom clients must redeem them at our physical store.

4. Dispatch Timeline & Refunds

  • If we are unable to dispatch your order within the promised timeframe, we will request an extension from you.
  • Should you choose not to agree to the extension, you are entitled to a full refund.
  • Processing: Such refunds will be processed within 72 hours, and the order will be cancelled.
  • Liability Cap: Our liability is strictly limited to the actual amount paid by the customer. We are not liable for any additional costs, such as alternate purchases or event-related damages.

5. Online Measurements & Alterations

  • Verification: For online orders, we provide measurement assistance via video call or client-provided details.
  • Final Approval: Before dispatch, we share photos or videos of the completed garment for your final confirmation.
  • Liability: Once you provide confirmation and the item is dispatched, we are not liable for any issues regarding fit or design.
  • Free Alteration Service: For online purchases only, if you face an alteration issue you cannot resolve locally, you may bring the piece to our showroom within 3 months at your own cost. We will provide the alteration service free of charge.

6. Shipping & Courier Terms

  • All courier charges must be paid in full by you prior to dispatch.
  • Any delay in shipping due to unpaid courier fees will not be considered a dispatch delay on our part.
  • Orders will be dispatched one working day after the payment successfully reflects in our account.

7. Sale & Promotional Items

  • Products purchased during a sale or promotional offer are delivered "as is" and are not eligible for free alterations.
  • Any requested customizations or alterations for sale items will incur extra charges as displayed in-store or you can check with us over WhatsApp.
  • All sales during promotional periods are final; no refunds, no returns or exchanges apply.

8. Product Care & Disclaimers

  • Dry Clean Only: All garments must be dry cleaned only. We hold no responsibility for damage caused by external dry-cleaning services.
  • No Guarantees: We provide no guarantees for embroidery, handwork, colour fastness, or fabric performance after delivery.
  • Handwork Disclaimer: Each hand-embroidered piece is unique and delicate; please handle with the utmost care.
  • Price Changes: Prices are subject to change due to material and production costs. We can only guarantee the price confirmed at the time of purchase.

6. Shipping & Courier Terms

  • All courier charges must be paid in full by you prior to dispatch.
  • Any delay in shipping due to unpaid courier fees will not be considered a dispatch delay on our part.
  • Orders will be dispatched one working day after the payment successfully reflects in our account.

7. Sale & Promotional Items

  • Products purchased during a sale or promotional offer are delivered "as is" and are not eligible for free alterations.
  • Finishing Disclaimer: While we ensure all products sold during a sale are well-maintained and carefully inspected before dispatch, please note that slight finishing issues may occur. Given the significant discounts offered during sale periods, absolute precision in finishing may not always be achievable, and such minor variations are not considered manufacturing defects.
  • Any requested customizations or alterations for sale items will incur extra charges as displayed in-store or you can check with us over WhatsApp.
  • All sales during promotional periods are final; no refunds, no returns, or exchanges apply.

8. Product Care & Disclaimers

  • Dry Clean Only: All garments must be dry cleaned only. We hold no responsibility for damage caused by external dry-cleaning services.
  • No Guarantees: We provide no guarantees for embroidery, handwork, colour fastness, or fabric performance after delivery.
  • Handwork Disclaimer: Each hand-embroidered piece is unique and delicate; please handle with the utmost care.
  • Price Changes: Prices are subject to change due to material and production costs. We can only guarantee the price confirmed at the time of purchase.

9. Free Consultations & Customization

  • Complimentary Consultation: We offer free styling and customization consultations via the "Chat with Us" button in your product page or via WhatsApp.
  • Modifications: Customizing an existing piece in a different colour or size incurs extra charges based on your requirements.
  • Reference Designs: Creating a design from a reference picture or a new concept will incur additional bespoke charges.
  • Price Variability: For first-time designs, the final price may vary by 10–20% from the initial quote. While we strive to stay within your budget, price adjustments may be necessary during production to meet the high-quality standards and expectations of a new creation.
  • Finality: Once you approve the final photos/videos of a custom garment, Urban Dulhaniya is not liable for further fit or design issues.

Binding Agreement: By completing your payment, you acknowledge that you have read, understood, and agreed to these terms in full. For offline purchases at our physical showroom, the rules printed on your bill and displayed in-store shall be final.