Refund & Return Policy

1️⃣ Warranty Coverage

  • Warranty applies only to internal wiring and motor-related issues

  • Physical damage, misuse, mishandling, or water damage is NOT covered

  • Warranty claims without valid proof will not be accepted

2️⃣ No Return / No Refund on Dissatisfaction

  • We do not accept returns or refunds due to:

    • Change of mind

    • Personal dissatisfaction

    • Delivery delays caused by courier partners

Please review product details carefully before placing your order.

3️⃣ Mandatory Unboxing Proof

To raise any claim, a continuous and unedited unboxing video is compulsory.

Video requirements:

  • Must clearly show the sealed package

  • Must capture the entire unboxing process

  • Must clearly display the issue or defect

⚠️ Claims without proper unboxing video proof will be rejected.

4️⃣ Eligible Return Scenarios

Returns are accepted only in the following cases:

  • Incorrect product delivered

  • Product damaged during transit

  • Manufacturing defect

  • Package found tampered or opened at delivery

5️⃣ Replacement Policy

  • For defective, damaged, or incorrect items, replacement is provided (no refund)

  • Replacement is subject to product availability

6️⃣ Refund Policy

Refunds are applicable only if:

  • Package is tampered or damaged with valid unboxing proof, OR

  • Replacement cannot be processed due to out-of-stock

Refund conditions:

  • ₹200 return shipping fee will be deducted

  • Refunds are initiated within 3–5 working days after verification

  • Bank processing may take an additional 5–7 business days

7️⃣ Refund Method

  • COD Orders: Refund via bank transfer

  • Prepaid Orders: Refund to original payment source

  • Refund Mode: Bank transfer only
    (UPI and wallet refunds are not supported)

8️⃣ Return Acceptance Conditions

Returned products must:

  • Be unused and in original condition

  • Include all accessories and components

  • Be returned in original box packaging

❌ Returns with missing items or damaged packaging will not be accepted.

9️⃣ Usage & Safety Information

Overheating Protection

  • Device automatically switches off after 10 minutes of continuous use

  • This is a built-in safety feature

  • Allow device to cool for 20–25 minutes before restarting

Waterproof Guidance

  • Only the massage cavity is waterproof

  • Do NOT allow water to enter the charging port or power socket

2️⃣ Frequently Asked Questions (FAQs)

Q1. Can I return the product if I don’t like it or if delivery was late?
No. Returns and refunds are not accepted for dissatisfaction or delivery delays.

Q2. What does the warranty include?
Only internal wiring and motor. Physical damage is excluded.

Q3. What proof is needed for claims?
A clear, continuous unboxing video showing sealed package → full opening → issue.

Q4. When is return allowed?
Only in cases of wrong item, transit damage, defect, or tampered package.

Q5. Will I get a refund or replacement?
Replacement is provided. Refund is only applicable if replacement is not possible or package is tampered.

Q6. Is there any return fee?
Yes. ₹150 will be deducted from the refund amount.

Q7. How long does a refund take?
Verification: up to 5 working days
Bank processing: additional 5–7 business days

Q8. How can I avoid overheating issues?
Use the device for a maximum of 10 minutes continuously.

Q9. Is the product fully waterproof?
No. Only the massage cavity is waterproof.

Q10. How do I clean the product?
Wash only the massage cavity gently. Do not immerse the full device in water.

Q11. My device stopped working after 10 minutes. What should I do?
This is normal. Let it cool for 20–25 minutes, then restart.

Q12. Lights are on but bristles aren’t moving. Why?
Allow the device to cool or recharge it for at least 1 hour (recommended 2.5 hours).
If the issue persists, contact support with a short video.

Q13. The device feels warm while using. Is it normal?
Yes. Mild heating is normal. Auto shut-off protects the device from overheating.

3️⃣ DO’S & DON’TS (Customer Guide)

✅ DO’S

  • Record a clear unboxing video

  • Report issues immediately with Order ID + video proof

  • Keep product unused and in original condition

  • Return with original box and accessories

  • Follow usage instructions strictly

❌ DON’TS

  • Warranty does not cover physical or water damage

  • Claims without unboxing proof are rejected

  • Refunds are not given for defective/incorrect items (replacement only)

  • Returns with missing items or packaging will not be approved

📩 Need Help?

For support or complaints, email us at:
📧 support@urbangeek.in

Please include:

  • Order ID

  • Short video (up to 10 seconds) showing the issue

Our team will respond within 48 hours.
If you don’t receive a reply, please resend your email with the required proofs.