At Urban Ochre, we take great care in packing every order so that your pots, planters, plant stands, wall planters, and décor products reach you safely. We understand that occasionally a product may arrive damaged or may not fit your space as expected. Our Returns & Refunds Policy below explains how such situations are handled.
- Damaged Product Received
In the unlikely event that your product arrives damaged, broken, or significantly defective, please contact us within 24 hours of delivery at theurbanochre@gmail.com.
Please share:
Your order number
Clear photographs of the damaged product
Photographs of the outer packaging/box
Photographs of the shipping label
An unboxing video, wherever possible
Our team will review the issue and provide the most appropriate resolution.
For damaged products, please do not discard the original packaging until the issue has been resolved.
2. To qualify for a replacement, the product must:
Be unused
Be undamaged
Be in its original condition
Have all original tags, labels, accessories, manuals, and components
Be packed in its original packaging
Be returned with all items supplied with the product
Products showing signs of use, installation, damage, scratches, stains, modification, mishandling, or improper repacking may not qualify for replacement.
Please ensure that fragile planters and décor products are packed securely before reverse pickup.
- Reverse Pickup Availability
Reverse pickup depends on the serviceability of your PIN code by our courier partners.
In rare situations, a delivery location may temporarily become unavailable for reverse pickup. In such cases, we may request you to wait until the location becomes serviceable again or provide an alternative return solution where possible.
- Tampered or Missing Parcels
We dispatch orders after careful packing and verification. However, if you believe your package has been:
Tampered with
Opened before delivery
Damaged during transit
Delivered with missing items
please contact us immediately at theurbanochre@gmail.com.
We strongly recommend recording an unboxing video before opening a parcel that appears damaged or tampered with.
If you receive an email, SMS, or courier notification stating that your parcel has been delivered but you have not actually received it, please contact us within 24 hours of the delivery notification.
Claims submitted after this period may be difficult to investigate with the courier partner.
- Shipping Delays
Urban Ochre works with third-party logistics and courier companies for order delivery.
Delivery dates displayed or communicated are estimated timelines and may occasionally be affected by circumstances beyond our control, including:
Courier delays
Weather conditions
Public holidays
Natural events
Strikes
Operational disruptions
Remote-location serviceability
Urban Ochre cannot guarantee exact delivery dates but will provide reasonable assistance in tracking and resolving delayed shipments.
For time-sensitive orders, we recommend contacting us before placing your order.
- Order Cancellation
Orders may be cancelled or modified within 4 hours of placing the order, provided they have not already been processed, packed, or shipped.
Once an order has been packed or dispatched, cancellation may no longer be possible.
For COD orders, repeated refusals or non-acceptance may result in restrictions on future COD orders.
For prepaid orders refused after dispatch, Urban Ochre reserves the right to deduct applicable forward and reverse shipping charges before issuing any eligible store credit.
- Replacement Approval
All replacement requests must be approved by the Urban Ochre Customer Care Team before a product is sent back.
Please do not independently courier a product back without receiving return instructions from us.
After receiving your request, our team will generally respond within 48 business hours.
Sending a replacement request does not automatically mean that the replacement has been approved.
- Replacement Processing Time
Once an approved replacement has been picked up, we aim to complete the replacement and quality-check process within approximately 7–10 business days.
The processing period may vary depending on:
Pickup location
Courier transit time
Product category
Inspection requirements
You will be informed once the replacement has been successfully processed.
- Shipping Charges
Any shipping, handling, COD, express delivery, or similar charges paid while placing the original order are generally non-refundable.
Only the eligible merchandise value will be considered while calculating store credit unless Urban Ochre specifically agrees otherwise.
Products Not Eligible for Return
Replacement may not be accepted for:
Products used or installed after delivery
Products damaged due to customer handling
Products returned without original packaging
Customized products
Personalized products
Made-to-order products
Bulk-order products
Clearance/final-sale products where specifically mentioned
Products modified after purchase
Products returned after the applicable return window
Eligibility will be determined by Urban Ochre after reviewing the replacement request.
Handmade & Artisanal Products
Natural Variations
Some Urban Ochre products may involve hand-finishing, handcrafted elements, textured surfaces, wood-effect finishes, stone-inspired patterns, painted surfaces, or artisanal production processes.
Minor variations in:
Colour
Texture
Pattern
Finish
Dimensions
Surface details
may naturally occur between pieces.
Such minor variations are part of the character of the product and are not considered manufacturing defects.
Colours may also appear slightly different depending on lighting conditions, photography, and individual screen/display settings.
FRP / Fiberglass Planters
FRP and fiberglass planters may occasionally show minor variations in handcrafted finishing, surface texture, colour distribution, or dimensions.
These variations normally do not affect the functionality or durability of the planter and should not be considered defects unless there is significant structural or functional damage.
Plant Stands & Metal Products
Minor variations associated with welding, handcrafted ironwork, powder coating, surface finishing, or manufacturing tolerances may occur in decorative metal plant stands.
Small finishing variations that do not affect the product’s intended function are not considered defects.
Fair Use of Replacement Policy
Urban Ochre reserves the right to restrict or decline replacement where we identify:
Excessive replacement activity
Repeated replacement of the same product/order
Repeated COD refusals
Suspected misuse of the replacement policy
Fraudulent claims
Products returned in a condition different from when delivered
Any such decision will be made after reviewing the circumstances of the order.
Quality Check
Every returned product is inspected when it reaches us.
Store credit, replacement, or other applicable resolution will be processed only after the returned product successfully passes our quality check.
Urban Ochre reserves the right to reject a return where the product:
Has been used
Has been damaged after delivery
Is missing parts/accessories
Is materially different from the product originally dispatched
Has not been packed appropriately for return
Replacement of Damaged Products
Where an eligible product is received damaged or defective, Urban Ochre may, depending on the circumstances and stock availability, offer:
Replacement of the same product
Replacement with another suitable product
Store credit
Another mutually agreed resolution
The final resolution will depend on verification of the claim and product availability.
Incorrect Product Received
If you receive a product different from the item you ordered, please contact us within 24 hours of delivery.
Send clear photographs of:
The product received
Packaging
Shipping label
Order details
Once verified, we will assist you with the appropriate resolution.
Contact Urban Ochre
For returns, damaged-order claims, cancellations, or other order-related questions, contact:
Urban Ochre Customer Care
📧 theurbanochre@gmail.com
When contacting us, please include your order number in the subject line to help us resolve your request faster.
Important Note
By placing an order on UrbanOchre.com, you acknowledge and agree to this Returns & Refunds Policy.
Urban Ochre reserves the right to update or modify this policy when required. The policy displayed on the website at the time of the relevant transaction will apply, subject to applicable Indian consumer protection laws.
Urban Ochre — Beautiful Spaces. Greener Living. 🌿
Refund Policy – We have no refund policy.
Returns Policy – We have no return policy, we just provide replacments.
