Cancellations & Refunds Policy
Effective Date: [add date]
Thank you for shopping with Urban Pangolin (operated by Quadix Solutions OPC Pvt
Ltd). We want you to love our products, however we understand that situations may occur
where you may wish to cancel or request a refund. This policy explains how cancellations,
returns, and refunds are handled for orders placed through https://urbanpangolin.com.
1. Order Cancellations
Once an order has been placed, we immediately begin processing it.
Therefore:
- Orders cannot be cancelled after they have been processed or shipped
- If you need to cancel, please contact us as soon as possible at
helpdesk@urbanpangolin.com - Cancellation cannot be guaranteed and will depend on the order status
If your order has not yet been processed, we may be able to cancel and issue a refund.
2. Refund Eligibility
Once an order has been placed, we immediately begin processing it.
✔ You receive a defective item
✔ You receive the wrong product
✔ Your order is lost in transit
✔ The product arrives damaged
Refunds are not issued for:
✘ Change of mind
✘ Incorrect size chosen by customer
✘ Incorrect shipping address provided by customer
✘ Delays caused by carriers or customs
✘ Normal wear & tear or user damage
3. Damaged or Defective Products
If your order has not yet been processed, we may be able to cancel and issue a refund.
- Contact us within 72 hours of delivery
- Provide order number and photos of the damage
We may offer:
- A replacement item, or
- A refund
depending on product availability.
4. Wrong Item / Missing Items
If you receive the wrong product or missing items:
- Contact us within 72 hours
- Provide order number and images
We will send a replacement or resolve the error at no additional cost.
5. Return Process
Return requests must be approved in writing before sending an item back.
Unauthorized returns will not be accepted.
Returns must be:
- In original packaging
- Unused and undamaged
- In resellable condition
Return address will be provided after approval.
6. Shipping Costs
- Original shipping fees are non-refundable
- Return shipping costs must be paid by the customer (unless the product was defective
or wrong item was sent)
Return address will be provided after approval.
7. Timeframe for Refunds
Once a return is received and inspected:
- Approved refunds will be processed within 7–14 business days
Refunds are issued back to the original payment method used during checkout.
8. Non-Returnable Items
For hygiene and manufacturing reasons, the following cannot be returned:
- Used products
- Customized items
- Personal wear items (after use)
- Sale or clearance products
- Items damaged by customer handling
9. Lost Packages
If tracking shows a package as delivered but you claim non-receipt:
- A carrier investigation will be opened
- Refunds are only issued based on investigation results
If tracking shows “lost,” we will issue a replacement or refund.
10. Customs & Import
Orders shipped to the USA may be subject to customs or import fees. These charges are not
refundable.
11. Chargebacks
If a chargeback is filed without contacting us first, we reserve the right to dispute it,
providing proof of:
- Delivery
- Communication
- Fulfillment
- Tracking information
12. Contact
For cancellations, refunds, or issue reports, please email us:
helpdesk@urbanpangolin.com
Policy Acceptance
By placing an order through this Website, you agree to this Cancellations & Refunds Policy
and acknowledge that these conditions apply to your purchase.
