Exchange, Return & Refund Policy

Last updated: 25 June 2026

At Underroute, we want you to be satisfied with your purchase. This policy explains the conditions under which products can be exchanged, returned, or refunded.

1. Return and Exchange Window

You may raise a return or exchange request within 7 days from the date of delivery.

Requests raised after 7 days may not be accepted unless required under applicable law for defective, damaged, wrong, or misrepresented products.

2. Product Eligibility

To be eligible for return or exchange, the product must be:

  • Unused
  • Unwashed
  • Undamaged
  • In original condition
  • With original tags, labels, invoice, accessories, packaging, and the Underroute loop tag intact and untampered
  • Free from stains, scratches, smell, sole marks, wear marks, or alteration

Footwear must be tried only on a clean indoor surface.

3. Products Not Eligible for Return or Exchange

The following products are not eligible for return or exchange:

  • Used, worn, washed, altered, or damaged products
  • Products without original packaging, tags, labels, invoice, accessories, or products where the Underroute loop tag is removed, broken, cut, altered, or tampered with
  • Products damaged due to misuse, rough handling, improper care, or external factors
  • Products returned after the return/exchange window
  • Free gifts, promotional items, or bundled items not returned with the main product
  • Customized, made-to-order, or special-order products, if any
  • Products purchased during clearance/final sale, unless defective, damaged, or wrongly delivered

4. Return or Exchange Due to Size/Fit Issue

For size or fit issues, customers may request an exchange subject to:

  • Product condition approval, including intact and untampered Underroute loop tag
  • Reverse pickup serviceability
  • Availability of requested size
  • One-time exchange limit per order

If the requested size is unavailable, Underroute may offer store credit, refund, or another suitable resolution as per eligibility.

5. Return Due to Wrong, Damaged, Defective or Missing Product

If you receive a wrong, damaged, defective, or incomplete product, please contact us within 48 hours of delivery with:

  • Order ID
  • Clear photos/videos of the product
  • Photos of the packaging
  • Unboxing video, if available
  • Description of the issue

After verification, Underroute will provide a replacement, exchange, refund, or other suitable resolution.

No reverse shipping, convenience, or return charge will be charged for eligible return/exchange cases, including verified wrong, damaged, defective, or missing product cases caused by Underroute or the courier partner.

6. How to Raise a Return or Exchange Request

To raise a request:

  • Log in to your Underroute account, if available
  • Go to your order section and select the eligible item
  • Choose return or exchange reason
  • Submit the request

Alternatively, contact us at support@underroute.in or +91 82732 69996 with your order details. Our team may ask for photos, videos, packaging details, or other information to verify the request.

7. Reverse Pickup

Reverse pickup will be arranged where courier service is available.

If reverse pickup is not available for your pin code, you may be requested to self-ship the product to our warehouse. In eligible cases, reasonable self-shipping reimbursement may be provided after verification, subject to prior approval from Underroute.

8. Quality Check

All returned products will undergo a quality check after reaching our warehouse. Return, exchange, or refund will be approved only if the product meets the eligibility conditions, including the requirement that the Underroute loop tag is intact and untampered.

If the product fails quality check:

  • Return/exchange/refund may be rejected
  • The product may be shipped back to the customer
  • Re-shipping charges may be payable by the customer in advance

Underroute’s quality check decision shall be final, subject to applicable law.

9. Refund Timeline

Once the returned product is received and approved after quality check, refund will be initiated within 7–10 working days.

The time taken for the amount to reflect in your account may depend on your bank, payment provider, card issuer, UPI provider, or payment gateway.

10. Refund Method

Refunds will be processed as follows:

  • Prepaid orders: Refund to original payment method or store credit, as applicable
  • Partial COD orders: Eligible refund to the customer’s bank account/UPI details provided during refund processing or store credit, as applicable
  • Store credit/coupon refunds: Issued as a coupon or credit note with validity as mentioned

Underroute may request bank details, UPI ID, or identity verification for Partial COD refunds.

11. Return Charges

Underroute will not charge a reverse pickup, convenience, or return charge for eligible returns or exchanges.

Refunds will be processed as per the approved return/refund eligibility and applicable payment method. For Partial COD orders, the eligible prepaid advance amount, if refundable, will be processed as per the Refund Method section.

12. One-Time Return/Exchange

A return or exchange request may be allowed only once per order/item.

Products received in exchange may not be eligible for further exchange or return, unless defective, damaged, or wrongly delivered.

13. Refund Rejection

Refund may be rejected if:

  • Product is used, worn, washed, damaged, or altered
  • Product is returned without original packaging, tags, accessories, or with the Underroute loop tag removed, broken, cut, altered, or tampered with
  • Product does not match the item shipped by Underroute
  • Issue is caused by customer misuse, mishandling, harsh usage conditions, improper care, or unauthorized repair
  • Request is raised outside the eligible window
  • Fraud, abuse, or policy misuse is suspected

14. Sale and Clearance Products

Products purchased during sale, clearance, promotional campaigns, or special offers may have limited return or exchange eligibility.

Final sale items are not eligible for return or exchange unless defective, damaged, or wrongly delivered.

15. Warranty Policy

Underroute products carry a 60-day warranty from the date of delivery for eligible manufacturing defects only.

Warranty claims will be accepted only if the product has not been used in harsh conditions and has been used as intended with reasonable care.

Warranty does not cover normal wear and tear, size/fit discomfort after use, rough usage, cuts, scratches, sole wear due to use, water damage, heat damage, chemical exposure, accidental damage, improper cleaning, misuse, mishandling, external damage, or unauthorized repair.

To raise a warranty claim, customers may be asked to share the order ID, clear photos/videos of the product, and a description of the issue. After verification, Underroute may offer repair, replacement, store credit, refund, or another suitable resolution depending on the issue and product availability.

16. Contact for Returns, Refunds and Warranty

For return, exchange, or refund support, contact:

Underroute Customer Care

Email: support@underroute.in

Phone: +91 82732 69996

Working Hours: Monday – Friday, 11:00 AM – 6:00 PM