It is important to us that our customers are completely happy with what they purchase from us. Whilst we make every effort to ship out our products in a manner fit for safe delivery, we realise and accept that we may not be able to control elements beyond the products leaving our hands.

For this reason, we accept that an exchange request is a possibility from a customer.

An exchange will be entertained in the following circumstances: 

1. Product received in a damaged or unsatisfactory condition when received by customer (damage to product, internally or externally during shipment)
2. Customer’s change of mind (wish to exchange one product with another upon receipt but prior to use)
3. Change in texture or look / feel of product received at hand upon shipment (change in product composition due to weather, product handling etc)

Exchange conditions:

1. It is a first exchange. Only one exchange per order is permissible.
2. The product is unused upon physical inspection and receipt by Urban Essential Living PLT
3. In the event of customer’s change of mind, the customer bears the cost of shipping the products back to Urban Essential Living PLT and bears and additional charge for the new shipment. Shipment rate from Urban Essential Living PLT will be same as the initial shipment.
4. Exchange is approved by a customer service adviser from Urban Essential Living PLT in writing via WhatsApp, Email, Social Media platforms or other channels managed by the brand.      

Exchange process:

1. The customer should contact us via any of the communication channels available on its website at www.myrawganics.com
2. The customer needs to have ready photos of the physical product received (internal and external) and wish to be exchanged
3. A customer service adviser will inspect the photos and understand the customer’s issues / needs and approve or reject an exchange.
4. Should an exchange be approved, the customer will be advised on the mailing address and next steps in the process.

Products lost in shipment:

1. Products shipped out for more than 10 working days which remains unreceived by the customer due to a shipping issue, will be automatically replaced.
2. An investigation will be carried out, commencing on the date of the complain from the customer and may take up to 5 working days to be completed. 
3. The customer will be notified on the status of the missing shipment and if there is no evidence of the shipment arriving at the customer’s address within 3 days from end end of the investigation, a new shipment of the identical order will be shipped out to the customer.

We shall not entertain exchange requests for the following reasons:

1. Second time exchange request
2. Products used on investigation
3. Products looking significantly different from the one shipped out
4. Exchange requested for a higher value and refusal to pay the difference
5. Customer requesting a refund

In the execution of Returns & Exchanges of products purchased, the discretion of approving or otherwise lies solely on Urban Essential Living PLT.