Return & Refund Policy

Effective Date: 21 September 2026
Last Updated: 21 September 2026

At Flying Urban, our products are created using a Print-on-Demand (POD) model. This means many products are manufactured, printed, and prepared specifically after an order is placed.

Because of the nature of made-to-order products, we follow a specific return, replacement, and refund policy.

Please read this policy carefully before placing your order.

For any return, refund, replacement, or product-related enquiry, contact:

Email: support@flyingurban.com

1. Our Print-on-Demand Model

Flying Urban products may be manufactured or printed only after you place an order.

As a result, products are not generally kept as ready-to-ship inventory in the same way as conventional retail products.

Once an order enters production, printing, fulfilment, or packing, it may no longer be possible to cancel or modify it.

This is why we generally do not accept returns for change of mind, incorrect size selection, or personal preference.

2. When Can You Request a Replacement or Refund?

A replacement or refund may be considered if you receive a product that is:

Damaged during delivery
Manufacturing defective
Significantly misprinted
Incorrectly manufactured
Different from the product ordered
Different size/variant due to a fulfilment error
Missing from the order
Otherwise materially incorrect due to a fulfilment or manufacturing issue

The issue must be reported within the applicable claim period described below.

3. Claim Period

For damaged, defective, misprinted, or incorrectly fulfilled products, you should contact Flying Urban within 7 days of the date the order is delivered.

Claims submitted after this period may not be accepted.

We strongly recommend inspecting your order immediately after delivery.

The 7-day claim period is aligned with the relevant POD fulfilment workflow used by our fulfilment partner for eligible defective/misprinted claims.

4. What You Need to Submit

To investigate a return, replacement, or refund request, we may ask you to provide:

Order number
Name used for the order
Registered email address
Mobile number
Clear photographs of the product
Clear photographs/videos showing the defect
Photographs of the packaging
Photographs of the shipping label
Unboxing video, where available
Description of the issue

Providing clear evidence helps us determine whether the issue occurred during manufacturing, fulfilment, shipping, or after delivery.

5. Unboxing Video

We strongly recommend recording an unboxing video when opening your Flying Urban order.

An unboxing video can help establish:

Condition of the package before opening
Condition of the product when received
Whether the product was damaged during transit
Whether the wrong product was supplied
Whether there was a manufacturing or printing issue

For certain damage, missing-item, or delivery-related claims, the availability of an unboxing video may be important when determining eligibility.

The absence of an unboxing video does not automatically mean that every claim will be rejected. Each case may be reviewed based on the available evidence and circumstances.

6. Damaged Products

If your product arrives physically damaged, please:

Take photographs of the outer package.
Take photographs of the shipping label.
Take photographs/videos of the damaged product.
Keep the original packaging.
Contact us within 7 days of delivery.

Email:

support@flyingurban.com

Our team may review the evidence and coordinate with the relevant fulfilment or courier partner.

If the claim is approved, we may provide a replacement or another appropriate resolution.

7. Manufacturing Defects

A manufacturing defect may include issues such as:

Significant stitching failure
Major fabric defect
Significant printing defect
Major print damage
Product construction defect
Other substantial manufacturing issues

Minor imperfections that are inherent to manufacturing or printing may not qualify as defects.

Each claim will be reviewed individually.

8. Printing Defects

Because Flying Urban uses different print-on-demand technologies, minor variations may occur.

A significant printing defect may include:

Severely distorted artwork
Major missing portions of the intended print
Clearly incorrect artwork
Severe printing damage
Significant print placement error
Incorrect design printed on the product

Minor differences in colour, texture, placement, or appearance may not qualify as a printing defect.

9. Wrong Product Received

If you receive a product that is different from the product you ordered, contact us within 7 days.

For example:

Wrong design
Wrong product type
Wrong colour/variant supplied
Wrong size supplied due to fulfilment error

Please provide photographs of the product and packaging along with your order number.

If the fulfilment error is confirmed, Flying Urban may arrange an appropriate replacement or other resolution.

10. Wrong Size Ordered by Customer

Customers are responsible for selecting the correct size before placing an order.

Please carefully review the applicable size chart before completing your purchase.

A product will generally not qualify for a free return, replacement, or refund if the customer selected the wrong size during checkout.

For example:

If you ordered L but later realise that you needed XL, this is considered a customer size-selection issue rather than a manufacturing defect.

Any optional exchange or re-order assistance may be offered at Flying Urban's discretion and may involve additional costs.

11. Wrong Colour or Variant Selected

Customers are responsible for selecting the correct:

Colour
Design
Size
Variant
Quantity

before completing the order.

If the customer selects the wrong option and the product has already entered production, we may not be able to change or replace it.

12. Change of Mind

We generally do not accept returns or refunds because of a change of mind.

Examples include:

"I don't want the product anymore."
"I ordered it by mistake."
"I found another product."
"I don't like the design anymore."
"I changed my mind after delivery."
"I expected something different based on personal preference."

This is because many Flying Urban products are manufactured specifically after an order is placed.

13. Colour Variation

The colour displayed on your device may not exactly match the physical product.

Differences can occur because of:

Monitor settings
Mobile screen settings
Brightness
Lighting
Photography
Printing technology
Fabric/material characteristics

Minor colour variation is therefore not automatically considered a product defect.

14. Print Placement Variation

Minor variations in print placement may occur during the manufacturing process.

Small differences in:

Print position
Print alignment
Print size
Print texture

may occur within reasonable manufacturing tolerances.

Such minor variations may not qualify for a replacement or refund.

15. Normal Wear and Tear

Products damaged through normal use are generally not eligible for replacement or refund.

Examples include:

Normal fading over time
General wear and tear
Minor fabric deterioration
Damage caused by improper use
Damage caused by improper washing
Damage caused by excessive heat
Damage caused by incorrect ironing
Damage caused by bleach or chemicals

Customers should follow the care instructions applicable to the product.

16. Washing and Care-Related Damage

Flying Urban is not generally responsible for damage caused by failure to follow recommended product-care instructions.

This may include damage resulting from:

Incorrect washing temperature
Excessive heat
Bleaching
Improper drying
Harsh chemicals
Incorrect ironing
Improper storage

Where care instructions are provided with or for a product, customers should follow them carefully.

17. Missing Products

If your package is delivered but one or more products are missing, please contact us as soon as possible.

We may request:

Order number
Photos of the package
Shipping label
Packaging
Contents received
Unboxing video, where available

We may investigate the matter with our fulfilment and logistics partners before determining an appropriate resolution.

18. Delivered but Not Received

If the courier tracking information shows "Delivered" but you have not received the package, contact us immediately:

support@flyingurban.com

We may investigate the shipment with the relevant courier partner.

You may be asked to:

Confirm your delivery address
Confirm whether another person received the parcel
Check with building/security staff
Provide relevant information
Assist with the courier investigation

The final resolution will depend on the outcome of the investigation and available evidence.

19. RTO — Return to Origin

A shipment may be returned to the fulfilment facility if delivery cannot be completed.

Common reasons include:

Incorrect address
Incomplete address
Incorrect PIN code
Customer unavailable
Customer unreachable
Customer refusing delivery
COD payment unavailable
Non-serviceable location
Multiple failed delivery attempts
Premises closed
Other courier-related circumstances

An RTO shipment is not automatically considered a customer-initiated return and does not automatically qualify for a full refund.

20. Refund for RTO Orders

If an order is returned to origin due to a customer-related reason, such as:

Refusal to accept delivery
Incorrect address
Incomplete address
Customer unavailability
Failure to receive a COD order

Flying Urban may deduct applicable costs from any eligible refund, where permitted.

Such costs may include:

Shipping charges
Return shipping charges
Fulfilment charges
Handling charges
Other applicable logistics costs

Refund eligibility will depend on the circumstances of the order.

21. Re-shipping an RTO Order

Where operationally possible, Flying Urban may offer to re-ship an RTO order.

Additional charges may apply.

The customer may be required to pay applicable re-shipping and related logistics costs before the order is sent again.

Re-shipping is subject to product availability and fulfilment feasibility.

22. Cancellation vs Return

Cancellation and return are different processes.

Cancellation

A cancellation request is made before an order has entered production/fulfilment.

Return/Replacement

A return/replacement request is made after delivery because of an eligible product issue.

Because Flying Urban uses a POD model, once production has started, cancellation may no longer be possible.

23. Refund Eligibility

A refund may be considered where:

Flying Urban is unable to fulfil the order;
An eligible defective/incorrect product cannot reasonably be replaced;
A cancellation is accepted before production;
A refund is otherwise approved under this policy;
Another circumstance legally requires a refund.

Approval is determined based on the circumstances of the order.

24. Replacement Instead of Refund

Where an eligible manufacturing, printing, or fulfilment issue is confirmed, Flying Urban may generally offer a replacement as the primary resolution.

Depending on the circumstances, we may instead provide:

Full refund
Partial refund
Replacement
Re-shipment
Store credit
Another reasonable resolution

The appropriate resolution may depend on product availability, the nature of the issue, and the circumstances of the claim.

25. Replacement Product

If a replacement is approved:

The replacement may be manufactured again through our fulfilment partner.
The replacement may take normal production time.
A new tracking number may be generated.
Delivery will be subject to the applicable courier timeline.
Replacement products are also subject to availability.

26. Refund Processing

If a refund is approved, it will generally be processed through the original payment method or another appropriate payment method.

The time taken for the refund to appear in your account may depend on:

Payment gateway
Bank
Card issuer
UPI provider
Payment method
Processing holidays
Banking procedures

Flying Urban does not control the processing time of independent banks or payment providers.

27. Refund for Shipping Charges

Whether shipping charges are refundable depends on the reason for the refund.

Where an order is refunded because of a confirmed Flying Urban/fulfilment error, applicable shipping charges may be considered for refund.

Where the issue is caused by customer-related circumstances, applicable shipping or logistics charges may not be refundable.

28. COD Refunds

For eligible COD orders, if a refund is approved, Flying Urban may request appropriate bank/UPI/payment details to process the refund.

Customers should ensure that the details supplied for the refund are accurate.

Flying Urban will not be responsible for delays caused by incorrect refund information supplied by the customer.

29. Non-Returnable Situations

A product will generally not qualify for return, replacement, or refund where the issue is caused by:

Customer selecting the wrong size
Customer selecting the wrong colour
Customer selecting the wrong variant
Change of mind
Personal preference
Product no longer wanted
Minor colour variation
Minor print variation
Minor placement variation
Normal wear and tear
Improper washing
Improper ironing
Improper care
Accidental damage
Customer misuse
Damage occurring after delivery due to customer handling
Incorrect shipping information provided by the customer
Failure to accept a COD order
Customer refusal of delivery

unless otherwise required by applicable law.

30. Fraudulent or Abusive Claims

Flying Urban reserves the right to investigate suspicious or repeated return, replacement, or refund claims.

We may restrict or reject claims where we reasonably identify:

False information
Manipulated photographs/videos
Repeated fraudulent claims
Product misuse
Deliberate damage
Abuse of the refund policy
Other suspicious activity

This does not affect legitimate consumer rights available under applicable law.

31. Return Shipping

Where a return is approved, Flying Urban will provide instructions regarding the return process, if a physical return is required.

Customers should not independently ship products to any address unless instructed by Flying Urban.

Unauthorized returns may not be accepted or processed.

32. Product Disposal

For certain defective or damaged products, Flying Urban may not require the product to be physically returned.

Instead, we may request:

Photographs
Videos
Product disposal confirmation
Other evidence

This may depend on the nature of the issue and fulfilment-partner procedures.

Customers should not dispose of a disputed product until Flying Urban provides appropriate instructions.

33. How to Request a Return, Replacement or Refund

To submit a request, email:

support@flyingurban.com

Please include:

Subject: Return/Refund Request – [Order Number]

And provide:

Order number
Name
Registered email/mobile
Product name
Description of issue
Photos/videos
Packaging photos
Unboxing video, if available
Your preferred resolution, if applicable

Our team will review the request and may ask for additional information.

34. Review and Approval Process

After receiving your request, Flying Urban may review:

Order information
Product details
Delivery information
Photographs/videos
Packaging condition
Manufacturing/fulfilment information
Courier information
Previous communication
Applicable policy conditions

We may coordinate with our fulfilment or logistics partners where necessary.

A claim will be considered only after the relevant information has been reviewed.

35. Processing Time for Claims

We aim to review customer claims as quickly as reasonably possible.

The time required may vary depending on:

Complexity of the issue
Availability of evidence
Courier investigation
Fulfilment-partner investigation
Product availability
Payment-provider processing

Customers may be asked to provide additional information during the investigation.

36. No Unauthorised Returns

Please do not send products to any address without receiving return instructions from Flying Urban.

If a return is required, we will provide the appropriate instructions.

37. Consumer Rights

Nothing in this Return & Refund Policy is intended to remove or restrict any mandatory rights or remedies available to consumers under applicable Indian law.

Where applicable law provides a consumer with rights that are broader than this policy, those rights will continue to apply.

38. Policy Changes

Flying Urban may update this Return & Refund Policy from time to time due to:

Changes in fulfilment arrangements
Changes in products
Changes in payment systems
Changes in logistics partners
Changes in business operations
Changes in applicable laws or regulations

The latest version will be published on this page with the updated Last Updated date.

39. Contact Us

For any return, refund, replacement, damaged-product, defective-product, or order-related enquiry:

Flying Urban

Email: support@flyingurban.com

Please include your order number whenever possible so that we can identify your purchase quickly.

Flying Urban

Print. Wear. Express.

Customer Support:
support@flyingurban.com