Return policy

UrMarket Return and Refund Policy

Effective Date: 2025-04-25

Operated by: UR APPS INC. (HST #766763759)

Website: https://urmarket.ca

Contact Email: connect@urmarket.ca

Contact Number: 437-602-7771

1. Return Eligibility

UrMarket is a multi-vendor marketplace. Each seller defines their own return eligibility, which is visible on the product page. Factors include:

• Whether the product is marked as returnable
• The return window (e.g., 7, 10, or 14 days)
• Return conditions such as original packaging, unused status, and product type

2. Refund Timeline

Once the returned item is received and verified:

• Refunds are processed within 5-10 business days
• Processing times may vary depending on your financial institution

3. Return Procedure

To initiate a return:

1. Log into your UrMarket account
2. Go to “My Orders”
3. Select the item and choose “Request Return”
4. Submit the reason for return and any supporting images
5. Follow the instructions provided by the seller or customer support

4. Non-Returnable Items

Non-returnable products include:

• Perishables (e.g., food, plants)
• Personal-use or hygiene items (e.g., opened cosmetics, health products)
• Made-to-order or customized products
• Items clearly marked "Non-Returnable" or "Final Sale"

5. Damaged or Defective Products

If an item is damaged, defective, or not as described, notify us within 48 hours of delivery and:

• Submit clear photos or video evidence
• Use the app to request a return or replacement
• If the claim is approved by the seller, a free return or full refund will be issued

6. Exchange Policy

Sellers may allow exchanges under the following conditions:

• Product is returnable and in new condition
• Replacement stock is available
• Buyer agrees to any applicable shipping charges

7. Refund Methods

Refunds are made via:

• The original payment method (via Stripe)
• Your UrMarket virtual wallet, if selected or required for technical reasons

8. Late or Missing Refunds

If your refund hasn't appeared:

1. Check your payment account or UrMarket wallet
2. Contact your payment provider
3. If unresolved, email connect@urmarket.ca

9. Seller Return Terms

Sellers must clearly state:

• Returnability of the product
• Return time window and conditions
• Cancellation eligibility (e.g., before "Shipped", "Received", or "Processed")
• Warranty or guarantee information

UrMarket does not override seller return policies but assists with disputes.

10. Return Shipping Fee Disclaimer

Products that qualified for free shipping at the time of purchase may incur a return shipping fee.

Customers may:

• Pay the return shipping fee (as decided by the seller), or
• Return the product directly to the seller’s location (if feasible) to avoid the shipping cost.

This policy helps balance logistics costs for sellers on the UrMarket platform. All such conditions will be communicated during the return request process.

11. Contact for Returns

For return help or escalation, reach our 24/7 support:

📧 Email: connect@urmarket.ca

📞 Phone: 437-602-7771

💬 Live Chat: Available on the website and mobile app

🎫 Support Ticket: Submit from your account dashboard