Refund policy

Returns and Refunds

We want you to feel confident when ordering from Urban Tree. Eligible products may be returned within 30 days of delivery, subject to the conditions below.

Return Eligibility

To qualify for a return, the product must be:

  • Unused, unopened and in its original packaging.
  • Returned with proof of purchase or the Urban Tree order number.
  • Requested within 30 days of delivery.

For hygiene and safety reasons, opened or used skincare, hair-care and personal-care products cannot be returned unless they were received damaged, defective or incorrect.

Damaged, Defective or Incorrect Products

Please contact us as soon as possible if your parcel arrives damaged, defective or contains an incorrect product.

Include your order number and clear photographs or a video showing the issue. Once reviewed, we will arrange an appropriate replacement or refund.

Urban Tree will cover the return delivery charges when an incorrect, damaged or defective product has been sent.

Change-of-Mind Returns

Eligible unopened and unused products may be returned within 30 days of delivery.

For change-of-mind returns, the customer is responsible for return delivery charges. Original delivery charges are non-refundable.

Please contact us before returning any product. Parcels sent without prior approval may not be accepted.

Refunds

Once the returned product has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued through an available bank account, mobile wallet or another mutually agreed payment method. Processing times may vary depending on the payment service.

Order Changes and Cancellations

Please contact us as soon as possible if you need to change or cancel an order.

Orders can only be changed or cancelled before dispatch. Once an order has been handed to the courier, it may no longer be possible to modify or cancel it.

Lost Orders

Please contact us if your courier tracking shows that the parcel has been lost during transit. We will confirm the situation with the courier and arrange an appropriate replacement or refund.

Contact Us

For return or refund assistance, contact us through WhatsApp at +92 339 8089632 or email contacturbantree@gmail.com.

Please include your order number so our team can assist you quickly.