FREQUENTLY ASKED QUESTIONS?

1. Introduction

This grievance redressal mechanism is
established to provide a fair and efficient process for users of Urbanmart
Website to address their complaints and concerns regarding their transactions
and interactions with the Website. It is in accordance with the Terms and
Conditions of the Website, and the jurisdiction for any disputes is the Courts
at Chennai (Under T&C - Point No:6).

2. Types of Grievances

(a) Product - Related Grievances

This includes issues such as receiving
defective shoes, incorrect sizing, wrong color, or damaged products during
shipping.

(b) Order - Related Grievances

Such as order cancellations, non - receipt
of order confirmations, incorrect billing amounts, or problems with payment
processing.

(c) Website - Related Grievances

For example, difficulties in navigating the
Website, problems with account creation or access, or inaccuracies in product
information.

3. Step - by - Step Grievance Redressal
Process

(a) Initial Contact

If you have a grievance, the first step is
to contact our customer service team. You can reach us through the following
channels:

• Email: Send an email to urbanmartprivatelimited@gmail.com
  
  with a clear subject line indicating the nature of your grievance (e.g.,
  "Product Defect Complaint - Order No: [Your Order Number]"). In
  the body of the email, provide detailed information about your issue,
  including your order number (if applicable), the date of the transaction,
  a description of the problem, and any relevant screenshots or evidence.
• Online Form: Use the "Contact
  Us" on the Website. Fill in all the required fields accurately and
  describe your grievance in detail.

(b) Acknowledgment

Our customer service team will acknowledge
your grievance within 3 business days of receiving it. The acknowledgment will
confirm that we have received your complaint and provide you with a reference
number for tracking the progress of your grievance.

(c) Investigation

Once the grievance is acknowledged, our
team will initiate an investigation. For product - related grievances, we may
request you to provide additional information or return the product for
inspection. In the case of order - or website - related grievances, our
internal teams will review the relevant records and systems. The investigation
process will generally be completed within [X] business days, depending on the
complexity of the issue.

(d) Resolution

After the investigation, we will
communicate our decision and proposed resolution to you. The possible resolutions
include:

• Refund: If the grievance is related
  to a defective product or an incorrect charge, we will issue a refund in
  the same payment method used for the original transaction.
• Replacement: In case of a defective
  or incorrect product, we will send you a replacement item at no additional
  cost.
• Compensation: In certain cases
  where you have suffered inconvenience due to our error, we may offer
  appropriate compensation in the form of store credits or discounts.

(e) Appeal (if applicable)

If you are not satisfied with the initial
resolution provided, you have the right to appeal. To appeal, you must submit a
written request (via email or through the online form) within 3 business days
of receiving the initial resolution. Your appeal should clearly state the
reasons for your dissatisfaction and any additional evidence or information you
wish to present. Our higher - level management team will review your appeal and
communicate the final decision within 7 business days.