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To return an Udaan order, open a support request in the Udaan platform, choose Call Us for a direct call or callback, explain the problem, and provide the order details and proof requested. Udaan’s Return Shipments Policy, updated 7 May 2025, covers products that are physically damaged or defective, expired or affected by a quality issue, wrong or mismatched, or missing because of Udaan or its logistics provider.
The correct refund route depends on what happened, whether the shipment was delivered, your state, and whether you buy on credit. Delivery-time damage has a special procedure, while an accepted post-delivery return is inspected before refund processing starts. An advance-paid shipment marked undelivered is handled under Udaan’s RTO policy instead of the ordinary return process.
First, identify which Udaan process applies
Do not treat every failed order as the same type of return. The action you should take changes according to when you discovered the problem and whether the shipment reached you.
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| Situation | What to do first | Refund timing or route stated by Udaan |
|---|---|---|
| Damage visible while the delivery person is present | Tell the delivery person, reject the shipment before signing, and write the damage or discrepancy on the delivery receipt. | If inspection confirms the damage, Udaan says the refund goes to the original payment method within 7 working days. |
| Damage, defect, expiry, quality issue, wrong item, or missing item found after delivery | Raise a return request through platform support and use Call Us for a direct connection or callback. | Udaan says the returned shipment is inspected within 48 hours; refund processing begins after it is inspected and found valid. No universal payout period is stated for every post-delivery return. |
| Advance-paid shipment marked undelivered | Use the shipment status and order details when contacting support if necessary; this is an RTO case rather than a delivered-product return. | Udaan’s RTO Policy states that the refund is processed through the same payment channel within 2 business days. |
| Delivered order with no covered problem | Ask support whether the particular product and order have a permitted return period. | The current policy excerpt does not establish one blanket deadline for every category. |
If the issue is not one of the listed conditions, do not assume that a return will be approved. Ask support to confirm the rule for that order and product category.
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What Udaan’s return policy covers
The 7 May 2025 Return Shipments Policy allows a buyer to raise a return request for these situations:
- Physical damage or a defect: the product or shipment arrived damaged or the product does not work as it should.
- Expiry or quality problem: the item is expired or has a quality-related issue.
- Wrong or mismatched product: the delivered product does not match the order, such as a different item, variant, or other mismatch.
- Missing product: an item or quantity is missing and the cause is attributable to Udaan or its logistics provider.
These categories describe the policy grounds; they do not guarantee approval without verification. Udaan can ask for documents, photographs, video, order information, or other evidence before deciding whether to arrange a reverse pickup.
Prepare evidence before contacting support
Evidence is easiest to collect while the shipment and packaging are still untouched. Keep everything until Udaan confirms that the case is closed.
Keep the complete shipment
- Retain the outer shipping carton, inner packaging, labels, seals, and any protective material.
- Keep the product in the condition in which you received it. Do not discard a damaged component or substitute packaging.
- Save the invoice or tax bill and any delivery document.
- Note the order number, product name, quantity ordered, quantity received, and the time you noticed the issue.
Record useful visual proof
When applicable, make an unboxing or normal-use video that shows all sides of the package, the shipping label, order details, quantity, and the problem. Udaan’s policy specifically says that the buyer should upload an unboxing or normal video clip indicating the issue when applicable. A video is not a substitute for an accurate description: state exactly what is damaged, missing, expired, or mismatched.
Capture information before repacking
Take clear photographs of the external carton, labels, internal packing, product markings, damage, expiry information, and the complete quantity received. Keep the original files rather than relying only on compressed messaging-app copies. If the issue concerns a missing unit, photograph the opened package and the quantity actually present.
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Support may request appropriate documents or information under Udaan’s logistics terms. Providing a coherent set of order details and evidence at the first contact reduces the chance that the case is delayed while support asks basic questions.
How to submit a post-delivery return request
- Open Udaan support from the platform. Go to the support option associated with the order and start a request for the affected shipment. Select Call Us if you want a direct connection or a callback.
- Describe one precise problem. State whether the issue is damage, defect, expiry, quality, wrong or mismatched product, or missing quantity. Include the order number, product, quantity, and delivery date or status shown in the app.
- Upload or provide the requested proof. Submit the invoice or tax bill, photographs, and an unboxing or normal video when applicable. If support asks for additional documents, answer through the same case so the information remains associated with the order.
- Wait for an approval decision. Udaan may verify the claim and, if it accepts the return, assign a reverse pickup. Do not hand over a different product, a different quantity, or an item that does not match the approved reverse-pickup details.
- Pack the approved item securely. Udaan’s Payment Logistics Terms make the buyer responsible for packing a returned product so the shipment can withstand handling and transportation. Reuse the original carton when it is serviceable; otherwise use packaging that protects the product and keeps labels and documents with the parcel. Packing tape can help close the parcel, but the essential requirement is secure protection rather than a particular supply.
- Hand over only to the assigned pickup. Check that the pickup details correspond to the approved order and item before handing it over. Keep the pickup acknowledgement or other handover evidence.
- Monitor inspection and refund status. Udaan says it will inspect the returned shipment within 48 hours to confirm the reported quality or damage issue. The refund process begins once the shipment is inspected and deemed valid for return. The 48-hour statement concerns inspection, not a promise that the money will reach your account in 48 hours.
If the damage is visible at delivery
Visible delivery damage has a different, faster decision path. Tell the delivery person immediately and reject the shipment before signing for it. Write the damage or discrepancy on the delivery receipt rather than accepting the parcel without a note.
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When you notice damage only after accepting the parcel
If the package was accepted and the problem becomes apparent during opening or normal use, use the post-delivery support process. Preserve the packaging, record the issue, and submit the evidence. The special 7-working-day original-payment-method statement applies to confirmed damage handled at delivery; it should not be presented as a universal deadline for every post-delivery return.
How refunds are sent
For an approved return, Udaan’s policy distinguishes buyers by location and payment arrangement. The following routes apply to the categories stated in the policy.
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| Buyer or shipment type | Refund destination or treatment | Important qualification |
|---|---|---|
| Karnataka, non-credit buyer | Udaan wallet balance | This is the policy’s stated route for a Karnataka non-credit buyer. |
| Outside Karnataka, non-credit buyer | Bank account | The policy states that non-Karnataka non-credit buyers generally receive the refund in their bank account. |
| Credit buyer | Applied against outstanding credit or dues | The amount is used to reduce what is owed rather than being described as a separate cash transfer. |
| Confirmed damage rejected at delivery | Original payment method | Udaan states a window of up to 7 working days after confirmation. |
| Advance-paid shipment marked undelivered | Same payment channel used for the advance payment | The RTO Policy states processing within 2 business days. |
Do not infer a different destination from the method you prefer. The state, credit status, and shipment status determine the route described above. If your account details or order classification appear incorrect, raise that discrepancy with support before the case is closed.
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An advance-paid order that Udaan marks as undelivered falls under the RTO Policy. It is not the same as returning a product after delivery. Udaan states that the refund is processed through the same payment channel within 2 business days.
Keep the undelivered status visible in the order record and retain any delivery notifications. If the status is wrong, or the stated period passes without the refund being processed, contact support with the order number and the exact status shown. Do not describe an undelivered shipment as a damaged or wrong-product return; using the correct category helps support route the case to the appropriate policy.
Why Udaan can reject or cancel a return
Udaan lists several grounds for rejection or cancellation. Understanding them helps you avoid preventable failures.
Failure to answer calls or messages
Udaan may reject or cancel a request if the buyer does not respond to inquiry calls or other communications. Keep the phone number associated with the account available after opening the case, answer callback attempts, and reply to requests for clarification promptly.
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Insufficient proof or documents
A vague description without order information, photographs, video when applicable, or requested documents may not establish the reported issue. Submit evidence that connects the product, package, quantity, and problem to the order instead of sending unrelated images.
Excessive return history
The policy identifies excessive return history as a possible reason for rejection or cancellation. That does not mean a legitimate defect should be concealed; it means each request should accurately document the specific problem and follow the stated process.
Verification failure
Udaan may perform verification checks. A mismatch between your information, the order, or the returned parcel can prevent approval. Make sure the item and quantity handed to the pickup match the approved reverse-pickup details.
Returned item does not match the approval
If the product handed over is different from the item approved for reverse pickup, Udaan says it will not approve the return. Before pickup, compare the product, variant, quantity, and order details with the approval information. Do not combine products from separate orders in one parcel unless support explicitly instructs you to do so.
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- Read the stated reason. Identify whether the issue is missing proof, an unanswered communication, verification, return history, or a mismatch in the handed-over parcel.
- Correct what can be corrected. Reply to missed inquiries, provide the requested invoice or media, or explain an order-detail discrepancy through the existing support case.
- Preserve the timeline. Keep screenshots of the order status, support messages, pickup information, and any rejection explanation. This gives the next reviewer a factual sequence.
- Request escalation through the grievance mechanism. If ordinary support does not resolve the issue, Udaan’s policy names a Grievance Officer for Hiveloop E-Commerce Private Limited. The listed phone number is 080 6883 5562, available Monday through Saturday, 10:00–19:00. The policy page also lists a grievance email address; use the current address shown there rather than relying on an old copy.
When escalating, include the order number, the original support case reference, the problem category, the evidence already submitted, the decision received, and the resolution you are requesting. Keep the description factual and consistent with the original claim.
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Return preparation checklist
Use this checklist before you submit or hand over a return:
- Order number and product details are recorded.
- Problem is classified as damage, defect, expiry, quality, wrong or mismatched product, or missing product.
- Outer carton, labels, product packaging, invoice or tax bill, and affected product are retained.
- Photographs show the package, shipping label, product markings, quantity, and issue.
- Unboxing or normal video is available when applicable.
- Support request was opened from the Udaan platform.
- Call Us was selected for a direct call or callback when needed.
- Requested documents were uploaded or supplied through the case.
- Approved reverse-pickup details match the exact product and quantity being returned.
- Parcel is packed to withstand handling and transportation.
- Pickup acknowledgement and support messages are retained.
Common scenarios and the correct next move
| What you see | Correct next move | What not to assume |
|---|---|---|
| Carton is visibly crushed or product is leaking at the door | Reject before signing, note the discrepancy, and let the delivery person take it back for inspection. | Do not assume you must accept first to obtain a refund. |
| Wrong size, variant, or product discovered after opening | Preserve all packaging and submit a platform support return request with order-linked proof. | Do not send a substitute or a product from another order. |
| One unit is missing from a multi-item shipment | Document the received quantity and package, then report the missing product through support. | Do not claim a missing item without identifying the ordered and received quantities. |
| Product is expired or has a quality issue | Photograph the expiry or quality evidence and request support review. | Do not discard the product before support gives instructions. |
| Shipment never arrived and is marked undelivered | Handle it as an advance-paid RTO case and monitor the same-channel refund. | Do not use the delivered-return steps for a parcel you never received. |
| Support asks for a callback or documents | Respond promptly through the case and keep the account phone reachable. | Do not ignore communications; non-response is a stated rejection ground. |
Timing, deadlines, and policy changes
The figures Udaan states are tied to particular events: inspection within 48 hours for a returned shipment, up to 7 working days to the original payment method for confirmed delivery-time damage, and 2 business days for an advance-paid shipment marked undelivered. These are not interchangeable guarantees.
The current policy excerpt does not state one universal number of days in which every product must be returned. Product category, order terms, and the facts of the case can affect eligibility. Ask support to confirm the applicable period for your specific order as soon as you identify a problem.
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