Our Policies.

Contact

A real person reads these. We aim to reply within two working days, and sooner if something has gone wrong with an order.

Terms of Use

By browsing or buying from Urban Nest you agree to what follows. If you do not, please do not use the site.

Who you are buying from

Urban Nest is a marketplace as well as a shop. Some pieces are sold and shipped by us; others are sold by independent showrooms and makers who list with us. Every piece names its seller on the product page, and your order confirmation repeats it. Where a piece is sold by a partner, your contract of sale is with that seller, and Urban Nest acts as the platform through which it is made.

Some pieces are not sold here at all — they link out to another retailer, and are marked as such. Where we earn a commission on those links, we say so. We are not party to anything you buy on another company's site.

Prices and availability

• Prices are in Indian Rupees and include applicable taxes unless stated otherwise.
• Listing a piece is not a guarantee it is in stock. If something sells out between your order and our packing it, we cancel and refund in full.
• We may correct a price that is obviously wrong. If it affects an order you have already placed, we will contact you first and you may cancel.

The photographs and 3D models

Many pieces are shown as 3D models built with AI assistance from the maker's own photographs. They are a close likeness, not a photograph of the exact object. Colour, finish, grain and scale can differ from what arrives, and handmade pieces vary from one to the next. The written specification is the reliable description.

Using the site

• Text, photographs, 3D models and page designs on this site belong to Urban Nest or to the makers who supplied them. Please do not reuse them commercially without asking.
• Do not attempt to disrupt the site, scrape it at volume, or interfere with anyone else's use of it.
• We may change these terms. The date at the top tells you when they last moved.

Where we stand if something goes wrong

Nothing here limits rights you have under Indian consumer law. Beyond those, our liability for any order is limited to what you paid for it. These terms are governed by the laws of India, and disputes fall to the courts of New Delhi.

Shipping & Delivery

What it costs

Delivery is free anywhere in India. It is already accounted for in the price, so there is no separate charge at checkout and no surprise at the end.

We do not ship outside India at present.

How long it takes

• Orders are packed within 2 to 4 working days. Larger or fragile pieces take longer to crate properly, and we would rather they arrived intact.
• Delivery is typically 4 to 10 working days after that, depending on where you are.
• You will get tracking details by email or WhatsApp once a piece is despatched.

Open box delivery on fragile pieces

Where our courier offers it, fragile pieces — glass, ceramic, sculpture, lighting — are sent as open box delivery. The parcel is opened in front of you and you check the piece before accepting it. It costs you nothing and settles any question of transit damage on the spot.

Open box delivery is not available to every pincode. Where it is not, the piece is sent normally and the terms under Returns & Refunds apply.

Orders from more than one seller

If your order includes pieces from different showrooms, each seller despatches their own. They will arrive separately and on different days, and your confirmation tells you which is which. You are not charged any extra for this.

When it arrives

• Please check the parcel before you sign for it. If the outer packaging is visibly damaged, note it with the courier or refuse the delivery — it makes a claim far easier.
• If nobody is there, the courier will normally try twice more before returning it to us.
• An incorrect or incomplete address is the most common cause of a failed delivery. If a parcel comes back for that reason we will contact you to arrange another attempt.

Returns, Cancellations & Refunds

All orders are prepaid. We do not offer cash on delivery.

Fragile pieces are opened in front of you

Please do take the minute to look. It is much easier for everyone than sorting it out afterwards, and it is why fragile pieces are sent this way.

If something is wrong after you have accepted it

Return postage on a damaged piece is on us. Nothing is deducted.

If you simply change your mind

What cannot be returned on a change of mind

• Made-to-order, customised or personalised pieces
• Anything used, installed, wired in, or returned without its original packaging
• Pieces marked as final sale on the product page

Any of these are still replaced if they arrive broken. That is not affected.

Cancelling

Cancel any time before despatch and you get a full refund with nothing deducted — email or WhatsApp us with your order number. Once a piece has been despatched it becomes a return rather than a cancellation.

How refunds are paid

• Refunds go back to the original payment method. We cannot send them anywhere else.
• We start the refund within 3 working days of the piece reaching us.
• Your bank or card issuer then takes a further 5 to 7 working days to show it. That part is out of our hands.

Pieces sold by a partner showroom

The same terms apply — you do not get a worse deal because a piece came from a partner. Raise it with us and we will sort it out with the seller on your behalf.

Privacy

What we collect

• When you order: your name, phone number, email and delivery address.
• When you subscribe or send feedback: whatever you choose to give us.
• Automatically: ordinary technical information such as your browser type and the pages you visited.

What we never see

What we do with it

• Fulfil your order and keep you informed about it.
• Answer you when you get in touch.
• Send occasional updates, but only if you asked for them. Every one has an unsubscribe link and we do not sell or rent your details to anyone.

Who else sees it

Only those who have to: the seller and courier handling your delivery, our payment processor, and our hosting and database providers. Where a piece is sold by a partner showroom, they receive the details needed to pack and send it, and nothing more.

How long we keep it

Order records are kept as long as tax and accounting rules require. Mailing list details are kept until you unsubscribe. Feedback is kept until it stops being useful.

Your say

Email reachus.urbannest@gmail.com and you can ask for a copy of what we hold on you, ask us to correct it, or ask us to delete it — apart from records we are legally required to keep. We will action it within 30 days.

Cookies

We use browser storage for practical things only: remembering your light or dark theme preference and what is in your basket. Your basket stays on your own device and is not sent to us until you check out.