Terms and Conditions

1. These terms

These terms apply to everything you do on Urbanjade: browsing, creating an account, booking a Try at Home visit, and buying. Using the site means accepting them. If you do not accept them, please do not place an order.

We may change these terms as the service changes. The version in force is the one published here on the day you order, and the date above tells you when it last moved.

2. Your account

Accounts are created and verified with your mobile number and a one-time code. Whoever can receive that code can reach your account, your saved addresses and your order history, so keep your number secure and tell us promptly if it changes or is compromised.

You may also check out as a guest. Guest orders are tied to the phone number and address you give at checkout, and we will use them to deliver and to reach you about that order.

You are responsible for the accuracy of what you enter — a wrong pincode or phone number is the most common reason a delivery or a trial visit fails.

3. Pieces, prices and availability

Prices are in Indian Rupees and include applicable taxes. We photograph and describe every piece as faithfully as we can; handmade work varies slightly from piece to piece, and screens render metal and stone differently, so small differences in appearance are not defects.

Stock is limited and shown live. Adding a piece to a bag does not reserve it, and a piece can sell out between adding and paying. If we cannot fulfil something you have paid for, we will tell you and refund that piece in full.

Pricing and description errors do happen. Where a price is obviously wrong, we may cancel the affected order rather than honour it, and we will refund you in full — we will not simply ship something different.

4. Try at Home

Try at Home is available in Delhi and Gurugram, at the pincodes the site confirms when you enter yours. The service works as follows:

• Up to 5 pieces per visit are free to try. Each piece beyond that carries a refundable deposit of ₹30, to a maximum of 20 pieces in a trial bag.
• The pieces remain ours throughout the visit. You are responsible for them while they are with you, and for returning everything you do not buy to the consultant before they leave.
• Any deposit is refunded in full once the pieces are back, whether or not you keep anything.
• Loss or damage during a trial that goes beyond ordinary handling may be charged at the piece’s listed price. We will always show you the piece and explain before charging anything.

We may decline or reschedule a visit — for safety, for an address we cannot verify, or where a pattern of bookings is not a genuine attempt to buy.

5. Payment

Payments are handled by our payment partner, Razorpay, and by the UPI apps, card networks, banks and wallets it supports. We do not see or store your card or UPI credentials. Your payment is also subject to your provider’s own terms.

An order is confirmed when payment succeeds and you receive confirmation from us. A payment that fails, or a page that closes mid-payment, does not create an order; any amount debited in that case is returned by your bank, usually within a few working days.

6. Delivery, returns and refunds

Delivery timelines, the 7-day returns window, what cannot be returned, and how refunds are issued are set out in Shipping & Returns, which forms part of these terms.

7. Using the site

The photographs, text, artwork and designs on this site belong to Urbanjade or to the people we license them from. You may share and print pages for your own use; you may not copy them for a commercial purpose, scrape the catalogue, or present our work as someone else’s.

Please also do not:

• Interfere with the site, its security, or anyone else’s use of it.
• Place orders you do not intend to complete, or book trials you do not intend to attend.
• Submit someone else’s personal details, or a phone number you do not control.

We may suspend an account or decline an order where any of this is happening.

8. Liability

We take responsibility for the pieces we sell and the service we run. We are not responsible for losses outside our control — a courier strike, a bank outage, a device or network failure — beyond putting right the order it affected.

Nothing here limits any right you have under Indian consumer law, including the Consumer Protection Act, 2019. Where these terms and that law disagree, the law applies.

Governing Law and Jurisdiction

These terms are governed by the laws of India. Any disputes arising out of your use of the site, our services, or these terms shall be subject to the exclusive jurisdiction of the competent courts in Delhi.

9. Privacy

What we collect and why is set out in the Privacy Policy, which also forms part of these terms.

10. Reaching us

For anything arising from these terms — an order, a trial, a complaint — contact us through the contact page. We answer every message personally, and a complaint is more useful to us than a lost customer.