Refund policy

At Urban Macaw, customer satisfaction is our top priority. We work hard to make sure every product reaches you in perfect condition. If for any reason you are not satisfied with your order, our return and refund policy below explains how we handle such cases.

Eligibility for Returns

  • You may request a return within 3 days of delivery.

  • The product must be in its original packaging and condition.

  • To be eligible, customers must record a full unboxing video clearly showing the package being opened for the first time. This video is required to process any return or refund request.

  • Sale items are non-returnable and not eligible for refunds.

  • Collectible Items Policy

    All collectible items, including imported Hot Wheels and other limited-edition collectibles, are sold on a final-sale basis.

    • Orders cannot be canceled once they have been placed and confirmed.
    • No returns, exchanges, or refunds will be accepted for collectible items due to their limited availability, fluctuating market value, and collector-specific nature.
    • Customers are advised to carefully review product details, variants, and quantities before completing their purchase.
    • Refunds will only be considered in cases where the wrong item is delivered or the item arrives damaged during transit. Any such issues must be reported within 48 hours of delivery, along with clear photos and an unboxing video.
    • Packaging condition (minor dents, bends, or shelf wear) may vary for collectible items and does not qualify for a return or refund unless the product itself is damaged.

    By placing an order, the customer acknowledges and agrees to these terms and conditions.

Process for Returns

  1. Contact our support team within 3 days of delivery with your order details and unboxing video.

  2. Once approved, we will arrange return shipping at no extra cost to you.

  3. The product must be packed securely in its original packaging and handed over to our delivery partner.

Refund Method and Timeline

  • Refunds will be issued to the original payment method only.

  • For Cash on Delivery orders, our team will connect with you to collect bank or UPI details to process the refund securely.

  • Refunds will be credited in 15 working days after the returned product is received and verified by our team.

Damaged or Defective Products

  • If the product is received damaged, defective, or not as described, you are eligible for a replacement or full refund.

  • In such cases, the unboxing video is mandatory as proof to process your claim.

Important Notes

  • Returns without an unboxing video or outside the 3-day window will not be accepted.

  • Replacement will be done within 6 to 8 days after the product has been released.

  • If it’s approved by the team, then the refund will be credited within 15 days to the respective payment method.

  • Urban Macaw reserves the right to reject returns if the product is found used, tampered, or not in its original condition.

  • Our support team is available to guide you through the process and ensure your request is handled smoothly.

⚡ Urban Macaw's Promise: Shop with complete confidence knowing that your purchases are protected by a transparent, customer-first return and refund policy.