Return & Exchange Policy – Dua Mehrama

At Dua Mehrama, we are committed to providing high-quality products and excellent customer service. Our return and exchange policy is designed to ensure a smooth shopping experience while protecting the rights of both our customers and our business.

1. Exchange Eligibility (Domestic & International Orders)

An item will be eligible for exchange only if:

• The product is received in a damaged condition.
• An incorrect item is delivered.
• The delivered size differs from the size ordered.

Exchange Terms

• Eligible products will only be exchanged with the same article, subject to stock availability.
• Exchanges will not be issued in the form of coupons or store credits.
• If the same article is unavailable, our customer support team will assist you in selecting an alternative product of equal value.
• Customers will be contacted within 48 hours after the returned item is received and verified by our team.
• Dua Mehrama reserves the right to refuse exchanges that do not meet the requirements outlined in this policy.

2. Conditions for Exchange or Refund Review

To qualify for an exchange or refund review:

• The product must be unused, unwashed, and in its original condition.
• Original tags, labels, packaging, and accessories must be attached.
• Minor color differences caused by lighting, photography, or screen display settings will not be considered valid reasons for exchange or refund.
• Product styling, accessories, props, or embellishments shown in promotional images are not included unless clearly stated in the product description.
• Claims based on expectations of additional accessories or embellishments not mentioned on the website will not be accepted.
• Only prepaid orders canceled before dispatch may qualify for a refund.

3. Reporting an Issue

Customers must report any issue within 3 working days of receiving their order. Failure to report within this period may result in the request being declined.

4. Exchange Procedure (Pakistan Orders)

To request an exchange:

1. Contact our Customer Support team within 3 working days of delivery.
2. Provide:
   • Order Number
   • Description of the issue
   • Clear photographs showing the product and the issue
3. Wait for verification and return instructions from our support team.
4. Ship the approved return through a reliable courier service.
5. Share the courier tracking number after dispatching the return.

Return Shipping Charges

• Customers are responsible for return shipping charges unless the error was caused by Dua Mehrama.

5. Refund Policy

Refunds are only applicable to eligible prepaid orders.

Credit/Debit Card Payments

If a refund request is approved:

• The amount will be refunded to the original payment method.
• Refund processing may take 5–7 working days after approval.
• Additional processing time may depend on the customer's bank or payment provider.

6. International Orders

Eligible Cases

International orders are eligible for review only if:

• The item is damaged.
• The wrong item is delivered.
• The wrong size is delivered.

Issues must be reported within 3 working days of delivery.

Required Information

Customers must provide:

• Order Number
• Clear images showing the issue
• Any additional information requested by our support team

Dua Mehrama reserves the right to reject claims where sufficient evidence is not provided.

7. Order Cancellation & Liability

• Orders that have already been processed or shipped cannot be canceled or modified.
• If a customer refuses delivery, no refund or compensation will be issued.
• For international shipments held by customs authorities, customers are responsible for providing any required documentation.
• Dua Mehrama is not responsible for customs delays, duties, taxes, or clearance issues in the destination country.

8. Policy Updates & Disclaimer

Dua Mehrama reserves the right to update, modify, or amend this policy at any time without prior notice.

All decisions made by our Customer Support and Quality Assurance teams regarding returns, exchanges, and refunds shall be considered final.

Any misuse of this policy, fraudulent claims, or repeated abuse may result in refusal of future service.