EXCHANGE & RETURN POLICY
At Nawal, we aim to provide a smooth and reliable shopping experience. Please review the following policy before requesting an exchange or return.
HOW TO CLAIM AN EXCHANGE
STEP 1 — REPORT THE ISSUE
If you receive a defective or incorrect item, please report the issue through WhatsApp:
0321 9008555
Monday–Saturday | 11:00 AM–6:00 PM
Please send clear pictures showing the defect or incorrect article. Our customer care team will review your claim.
IMPORTANT
When receiving your parcel, please take a picture of the shipper slip attached to the courier bag. This helps us verify your order and payment details if a claim is required.
STEP 2 — RETURN / EXCHANGE FORM
A return/exchange form may be included with your parcel.
Please provide:
• Name
• Contact number
• Order number
• Reason for return/exchange
If the form is missing, please contact our customer care team.
STEP 3 — RETURN THE ITEM
Once your claim is approved, return the item to our warehouse.
RETURN ADDRESS:
Garden Town Phase 2,
Gujranwala, Pakistan
Please share the courier tracking receipt with us on WhatsApp after dispatching the parcel.
EXCHANGE PROCESS
After we receive and inspect your returned item:
• A gift card/store credit equal to your eligible order value will be issued.
• The gift card can be used to place a new order on our website.
• A flat delivery charge of Rs. 100 will apply when the new order is dispatched.
• The gift card will be valid for single use.
IMPORTANT CONDITIONS
• Products must be unused, unwashed and unstitched where applicable.
• Products must be returned in their original condition.
• Original tags must remain attached.
• Damaged, used or altered products will not be accepted.
• If the issue is caused by a defective or incorrect item, Nawal will bear the return courier charges.
• If the exchange is requested due to personal preference such as size, colour or design, the customer will bear the return courier cost.
• A Rs. 100 delivery charge will apply when the replacement order is dispatched.
SALE ITEMS
Items purchased at sale or discounted prices are not eligible for exchange or refund.
If a sale item is received defective or incorrect, it may be exchanged subject to verification and availability.
IN-STORE EXCHANGE
Eligible items may be exchanged at a Nawal retail store within 7 days of delivery, subject to stock availability and applicable policy conditions.
REFUND POLICY
Nawal follows a No Refund policy.
Refunds may only be considered in exceptional cases where the ordered product is unavailable.
If a refund is approved, processing may take up to 7 working days.
Shipping charges are non-refundable.
ORDER CANCELLATION
Customers may request cancellation before their order is processed.
Nawal reserves the right to cancel an order in cases including:
• Product being out of stock
• Pricing errors
• Payment authorization failure
This policy may vary depending on the payment method used.
DISCLAIMER
Nawal reserves the right to reject any return or exchange claim where the product does not meet the conditions mentioned above.
For assistance:
WhatsApp: 0321 9008555
Email: nwlsuleman@gmail.com