Because every Urban Jula swing is handcrafted specifically for your order — in the fabric, wood finish, wicker and rope colour you chose — our cancellation and refund terms reflect that a piece can't be resold to someone else once production has started.

1. Cancelling before production starts

You can cancel your order for a full refund within 24 hours of placing it, as long as production hasn't started, by contacting us at info@urbanjula.com or +91-83299-04465 with your order number.

2. Once production has started

Once your swing has entered production, materials and labour are already committed to your specific selections, so the order can no longer be cancelled or refunded for a change of mind.

3. Damage or defects

If your swing arrives damaged or with a manufacturing defect, contact us within 48 hours of delivery with photos of the issue. We will repair or replace the affected item at no cost to you. This does not cover natural material variation (wood grain, wicker weave, rope texture) that is inherent to a handcrafted piece, or damage arising during or after installation — installation is not a service we provide, so it is not covered here. See the installation guide on the product page before hanging your swing.

4. Refund timelines

Approved refunds are processed back to your original payment method within 5–7 business days of approval, via Razorpay. Depending on your bank, it may take a few additional days to reflect in your account.

5. Dealer & wholesale orders

Orders placed using an authorised dealer's dealership discount code are final at the point of placement — they cannot be cancelled or refunded through this platform. This is enforced at the account level for every such order, reflecting the wholesale terms agreed with our dealers.

6. How to request a cancellation or refund

Email info@urbanjula.com or call +91-83299-04465 with your order number. You can find your order number and status any time at /track.