Cancellation & Refund Policy

At URBAN WALK / SANNA COUTURE, customer satisfaction is our priority. We strive to provide a smooth shopping experience and therefore follow a customer-friendly Cancellation & Refund Policy.

Order Cancellation

  • Cancellation requests will be considered only if they are made immediately after placing the order.
  • Once an order has been processed, communicated to our vendors/merchants, or the shipping process has been initiated, cancellation requests may not be accepted.
  • The decision to approve or reject a cancellation request will depend on the order status at the time the request is received.

Non-Cancellable Products

Cancellation requests for perishable products such as flowers, food items, or similar goods will not be accepted.

However, if the customer can establish that the quality of the delivered product is unsatisfactory, a replacement or refund may be considered after verification.

Damaged or Defective Products

  • If you receive a damaged or defective product, please report the issue to our Customer Service Team immediately.
  • Such complaints must be reported on the same day as the delivery of the product.
  • The request will be processed only after the merchant has inspected and verified the reported issue.

Product Not as Expected

  • If the product received is different from what was displayed on the website or does not meet your expectations, you must notify our Customer Service Team on the same day of receiving the order.
  • After reviewing your complaint, our Customer Service Team will take an appropriate decision regarding the request.

Manufacturer Warranty

For products that are covered under the manufacturer's warranty, customers are requested to directly contact the respective manufacturer for warranty-related claims and support.

Refund Processing

  • Refunds will be processed only after they have been approved by URBAN WALK / SANNA COUTURE.
  • Once approved, the refund will be credited to the original payment method within 1–2 business days.
  • The actual credit may vary depending on your bank or payment provider's processing time.