EXCHANGE AND REFUND POLICY
- Items purchased on sale cannot be exchanged or refunded.
- If your product is damaged, defective, incorrect or incomplete at the time of delivery, please make a video clearly showing the complete product with the concerned reason, right away.
- Request an exchange or refund within 7 days of delivery by contacting us on WhatsApp at (+92) 3002661499 (12pm to 5pm, Monday to Saturday)
VALID REASONS FOR EXCHANGE OR REFUND
- Delivered Product is damaged. (Extra threads, product not being perpendicularly straight, or any such reasons do not qualify for exchange or refund.)
- Delivered product is incomplete (i.e. has missing items and/or accessories).
- Delivered product does not match product description or picture. (Slight color variation or size variation does not qualify for exchange or refund)
- Delivered product is incorrect (i.e. wrong product)
CONDITIONS FOR EXCHANGE OR REFUND
- The product must be unused, unwashed and without any flaws.
- The product must be returned in the original or similar and undamaged packaging. It must be well packaged leaving no room for it getting damaged on it's way back.
- In case of exchange the customer is required to make a video clearly showing the product before packaging and share it on our WhatsApp number (+92) 3002661499 (11am to 5pm, Monday to Saturday)
- The customer is required to make a video clearly showing the complete packaged product and share it on our WhatsApp number (+92) 3002661499 (11am to 5pm, Monday to Saturday)
- The customer is required to print and label the package with the shipping label which will be provided by our customer service officer.
PROCESS OF RETURNING THE PRODUCT TO US
- Once you have coordinated with our customer service officer over WhatsApp, we will arrange a pickup from the original Shipping Address you provided at the time of placing your order.
- Upon receipt of returned goods, Jilbaab reserves the right to deny an exchange if the product does not meet our conditions for exchange or refund. The decision of the company shall be final.
- If the returned goods are up to the mark and confirmed by our representative, we may start your refund process that can take up to 25 working days after confirmation. In case of exchange, you may place a new order and notify the order number to us.
ISSUANCE OF REFUNDS
If your product is eligible for a refund, you can either opt for cash back in a bank account or get an e-coupon of the equal amount that can be used on our website to get another product instead. In both conditions, refund processing time would be 7 working days.
You may choose to cancel your order any time before the order is processed, kindly contact our Customer Services Team who will be happy to update you on the order status and process a cancellation accordingly.
However, if the order has already been processed, you will receive a notification of the same via SMS/Email and the 'Return and Exchange Policy' will apply accordingly. Furthermore, JILBAAB holds the right to cancel orders for any reason including but not limited to quality concerns, suspicious account activity or if the item ordered is not available in stock.