Help Center

1. For certain products we offer cancellations until the product is Shipped. Complaints raised within 7 days post the delivery related to damage and defective products are eligible for repair/replacement.
2. For certain products like Made-to-order(MTO) which are customized and tailored to your needs, unfortunately no cancellations are allowed after placing the order. Complaints raised within 7 days post the delivery related to damage and defective products are eligible for repair/replacement.
3. Please note that we will not be able to accept any doorstep cancellations due to the narrow staircase/lift. We request that you double-check the dimensions of the staircase and lift before placing your order, as Urban Ladder does not deliver the products with a pulley and rope set-up.

You can visit the “Order Page” and raise cancellation if the cancellation policy is applicable. We will not be able to take any cancellation outside the policy.

You may initiate the request for return of the Product if: (i) Product is damaged; (ii) both the Product and shipping package have been damaged; (iii) Product is defective or is not in working condition; (iv) parts of the Product or accessory is missing; or (v) the Product ordered is different from what was ordered basis the Product description provided on the Urban Ladder Platform; You shall initiate such requests for a return within 7 (seven) days from the date on which you receive the delivery of the Product (“Return Period”). Please note, in such cases, we will take return and replace the order and cancellation will not be allowed.

In case of a mattress, If the product has been delivered in damaged/defective/deformed condition, different (in shape, design, dimension, or color) from the images shown on the website, we will return and replace the same. Mattresses are eligible for return only up to 7 days after the delivery. We request you to check the mattress during this time after delivery.

If your product has a 30 or 100 days trial period offer, you can request for Cancellation or replacement. Trial period starts from the date of delivery.

1. Damage resulting from accidents, mishandling, heat, and improper usage or wet Mattress.
2. Minor imperfections such as slight cosmetic flaws. Stains, tears, burns, and discolouration that occur over time and/or are caused by usage.
3. Indentions, sagging or body indention less than 1 inch deep.
4. Sagging due to improper bedstead (using of slats).