Returns & Exchanges Policy

We are committed to delivering premium products and exceptional service. Our policies are designed in line with recognized e-commerce practices and consumer rights principles followed in Pakistan. By purchasing from our website, you agree to the terms outlined below.



IMPORTANT NOTE: Items purchased on SALE are NOT eligible for exchange or refunds.

1. Eligibility for Exchange (Domestic & International)

An item will be eligible for exchange only if:

  1. It is received in damaged condition,
  2. if any incorrect article is delivered, or
  3. It is received in a size different from the size ordered.

Important Terms:

  • Eligible items will be exchanged only for the same article as a fresh replacement (subject to stock availability).
  • If the same article is unavailable, our representative will contact you on your registered number to guide you on the next steps as per policy.
  • Refund Policy: Refunds are issued as a one-time-use coupon instead of cash. If your returned item qualifies and the same article is unavailable for exchange, a coupon equal to the article amount will be issued within 10 working days after the item is received and approved by us. It can also be used if there is a price difference during an exchange.
  • We are not obligated to offer monetary refunds for such cases unless they fall under “Refund-Eligible Orders”.

2. Conditions for Exchange / Refund Eligibility

To qualify for an exchange or refund review:

  • The item must be unused, unwashed, and in original packaging.
  • All tags, labels, and accessories must be intact.
  • Claims of color variation due to lighting or device screen settings will not qualify for exchange/refund.
  • Styling elements, accessories, embellishments, or excess fabric shown in photoshoots are not included unless specifically mentioned in the design details on the website.
  • Claims based on expectations of additional embellishments or styling elements not mentioned online will not be accepted.
  • Only paid orders canceled before dispatch qualify for a refund to the credit/debit card used.

3. Timeframe for Reporting an Issue

Customers must notify us within 3 working days of receiving the order.

Failure to notify within this timeframe will void the eligibility for exchange/refund.


4. Procedure for Online Exchange (Domestic Orders)

  1. Contact Customer Service within 3 working days of delivery.
  2. Provide:
    • Your order number
    • Details of the issue
    • Open picture of the product received with visible issues
  3. Approved courier services:
    • TCS, M&P, POSTEX
  4. All return shipping charges are the customer’s responsibility.
  5. Once your complaint is lodged, our representative will contact you on your registered number for verification. The item must only be returned after the verification call and after receiving return instructions from our representative.
  6. Share tracking details within 5 days after dispatching the returned item

5. Refund Policy

Refunds are applicable only on pre-paid orders:

Credit/Debit Card Orders

  • If a refund is approved, the amount will be credited back to the same card used for payment.
  • Processing time:
    • 5-7 working days from our end
    • Additional time may be required by the issuing bank.

6. International Orders – Terms & Limitations

Eligibility

International orders are reviewed only if the received article is:

  • Damaged
  • Wrong size
  • Incorrect article

The issue must be reported within 3 working days of receiving the order.

Conditions for Review
Customers must provide:

  • Order number
  • Clear images showing the issue

Once your complaint is lodged, our representative will contact you on your registered number to guide you further with the process.

We reserve the right to decline claims where required evidence is incomplete or not provided.


7. Important Legal Notes

We are not liable for refund/compensation in the following cases:

  • Orders already processed or dispatched cannot be canceled or modified.
  • If the customer refuses to accept delivery, no refund or compensation will be provided.
  • If the parcel is held by Customs in the destination country:
    • The customer must provide all required documentation.
    • We will not refund the order if the parcel is not cleared.

8. General Legal Disclaimer

  • We reserve the right to amend, update, or modify these policies without prior notice, in accordance with changes in business practices or regulatory requirements.
  • Decisions made by our Quality Assurance and Customer Service teams will be considered final.
  • Misuse of the returns/exchange policy, fraudulent claims, or repeated violations may result in refusal of service.

CONTACT US

For any assistance, you may reach us through the following channels:

Call: +92-21-111-11 JOFA (5632)
WhatsApp: +92 321 1244440

We are here to help you with any queries or concerns.