Refund & Returns Policy

Welcome to VELROBE. We are committed to providing premium-quality apparel and excellent customer service. If you are not completely satisfied with your purchase, please review our Refund & Returns Policy below.

1. Eligibility for Returns

You may request a return within 7 days of receiving your order if:

• The product is damaged upon delivery.
• You received the wrong item, size, or color.
• The product has a manufacturing defect.

To be eligible for a return:

• The item must be unused, unworn, unwashed, and in its original condition.
• All original tags, labels, and packaging must be intact.
• The original invoice or order confirmation must be provided.

2. Items That Cannot Be Returned

For hygiene and quality reasons, we cannot accept returns or exchanges for:

• Products that have been worn, washed, altered, or damaged by the customer.
• Items without original tags or packaging.
• Products returned after the 7-day return period.
• Clearance, promotional, or final sale items (unless they are defective or incorrectly delivered).

3. Exchange Policy

We offer exchanges for:

• Size changes (subject to stock availability).
• Color changes (subject to stock availability).
• Defective or incorrectly delivered products.

If your requested replacement is unavailable, you may choose another product of equal value or pay the difference for a higher-priced item.

4. Refund Policy

Refunds are provided only in the following situations:

• The ordered item is unavailable after payment has been received.
• A defective product cannot be replaced.
• The wrong product was delivered and a replacement is unavailable.

Approved refunds will be processed through the original payment method whenever possible. For Cash on Delivery (COD) orders, refunds will be transferred to the customer’s provided bank account or mobile wallet.

Refund processing may take 7–10 business days after the returned item has been inspected and approved.

Shipping charges are non-refundable unless the return is due to our error or a defective product.

5. Return Process

To request a return or exchange:

1. Contact our customer support within 7 days of receiving your order.
2. Provide your order number along with clear photographs showing the issue.
3. Wait for return authorization from our support team.
4. Pack the item securely and send it to the return address provided by our team.

Returns sent without prior approval may not be accepted.

6. Return Shipping

• If the return is due to our mistake, defective merchandise, or an incorrect shipment, VELROBE will bear the return shipping cost.
• For exchanges due to size preference or change of mind, the customer is responsible for the shipping charges unless otherwise stated during a promotional campaign.

7. Order Cancellation

Orders may be cancelled before dispatch without any cancellation charges.

Once an order has been shipped, it cannot be cancelled. In such cases, the customer must follow the return procedure after receiving the parcel.

8. Damaged Packages

If the parcel appears damaged at the time of delivery, please:

• Take clear photographs before opening the package.
• Report the issue to our customer support immediately.
• Retain all original packaging until your claim has been reviewed.

9. Consumer Rights

This policy is intended to comply with applicable consumer protection laws in Pakistan. Nothing in this policy limits any rights available to consumers under applicable provincial consumer protection legislation.

10. Contact Us

For returns, exchanges, or refund requests, please contact us:

VELROBE

Website: www.velrobe.com

WhatsApp: +92 301 4197169

Email: support@velrobe.com

Our customer support team will respond as quickly as possible to assist you.