Refund policy

At The UrbanBasic, your comfort and hygiene come first.

Since our products are intimate wear, we maintain strict hygiene standards — which means we do not accept returns, refunds, or exchanges once an order has been delivered.

Damages and issues

We understand accidents can happen during transit. If your order arrives damaged, defective, or not in its original condition, please reach out to us within 24 hours of delivery with clear photos or an unboxing video showing the issue.

Our team will review your request, and if approved, we’ll send a replacement for the defective item at no additional cost.

Note: Requests raised after 24 hours of delivery will not be eligible for review.

How to Raise a Request

To report a defective item, please email us at hello@theurbanbasic.com with order id, description of the issue along with relevant pictures.

Once verified, our support team will guide you through the next steps.

Thank You for Understanding

We appreciate your understanding and cooperation in maintaining hygiene standards for all our customers. Every piece we deliver is brand-new, sealed, and inspected — so you can always shop The Urban Basic with confidence.