Refund policy

Return & Exchange Policy

At Nawal, we aim to provide a smooth and reliable shopping experience. Please review the updated process for returns and exchanges.

How to Claim an Exchange

Step 1: Report the Issue (Defective/Wrong Items Only)

If you received a defective or incorrect item, report the issue through WhatsApp:

+92 321 9008555
Mon–Sat | 11:00 AM – 6:00 PM

Send clear pictures of the defect or incorrect article. Our support team will verify your claim

Important:

When you receive your parcel, please always take a picture of the shipper slip attached on the courier bag for order and payment reference. This helps with smooth processing of any future claims.

Step 2: Fill the Return/Exchange Form

A return/exchange form is included inside your parcel. Fill it with:

  1. Name
  2. Contact number
  3. Order number
  4. Reason for return/exchange

(If the form is missing, our customer care team can send you a digital version.).

Step 3: Return the Item

Once your claim is approved, return the item to our warehouse:

Return Address:

Garden Town Phase 2, Gujranwala Pakistan

Share the courier tracking receipt on WhatsApp after dispatching.

Updated Exchange Method (New System)

After we receive and inspect your returned item:

  • • You will be issued a gift card/store credit equal to your order value.
  • • You can use this gift card to place a new order of your choice on our website.
  • • A flat delivery charge of Rs. 100 will apply at the time of sending the new order.
  • • Gift card will be valid for single-use only.

This method ensures faster processing and more flexibility for customers.

Important Notes

• Products must be unused, unwashed, unstitched, and in their original condition with tags attached.
• Damaged or used items will not be accepted.
• If the issue is due to a defective or incorrect item, Nawal will bear the return courier charges.
• If exchange is due to personal preference (size, color, design), the customer bears the return courier cost and a Rs. 100 delivery charge will apply when sending the exchanged item.

Final Sale Items

• Items purchased at sale or discounted prices are not eligible for exchange or refund.
• If a sale item is received in defective condition, it can be exchanged according to the same process.

In-Store Exchange

Items can be exchanged at any Nawal retail store within 7 days of delivery, subject to stock availability and policy conditions.

Refund Policy

Nawal follows a No Refund policy.
Refunds will only be granted in exceptional cases where the product is out of stock.

  • Refund processing time: 7 working days
    • Shipping charges are non-refundable

Order Cancellation

Customers may cancel their order anytime before it is processed. Nawal may cancel orders due to:

  • • Out-of-stock items
    • • Pricing errors
      • • Payment authorization failure

(This policy applies to COD orders only.)

Disclaimer

Nawal reserves the right to deny any return or exchange claim if the product is damaged or missing tags.