At Focallure Pakistan, we aim to provide our customers with a smooth and reliable shopping experience. Please read the policy below to understand which products are eligible for return or exchange, the applicable timelines, and how to request assistance.

1. Eligible Returns and Exchanges

We accept returns and exchanges for sealed and unused products, provided that the product remains in its original condition and packaging so that it can be safely re-sold and used by another customer.

We also accept returns or exchanges if you have received a product that is:

• Damaged during delivery
• Faulty or defective
• Incorrectly supplied

Return or exchange requests must be reported within three (3) days of delivery so that we can provide prompt assistance.

Opened or used products are generally not eligible for return or exchange due to hygiene and safety standards, unless the product has a confirmed manufacturing fault.

2. Condition of Items

To be eligible for a return or exchange, the product must:

• Be unused and in the same condition as received.
• Remain sealed and unopened.
• Be in its original packaging.
• Include all original tags, labels, or accessories, where applicable.

Products that have been opened, used, tested, or altered may not be accepted for return or exchange, except in cases of a confirmed manufacturing fault.

3. How to Request a Return or Exchange

Please contact our Customer Care team within three (3) days of delivery and provide the following information:

• Order number
• Full name
• Email address and mobile number
• A brief description of the issue
• Clear photos or videos of the product and packaging, if the product is damaged, faulty, or incorrectly supplied

Our Customer Care team will review your request and guide you through the next steps.

4. Refunds

For approved returns, the refund will be processed to the original payment method within 10 business days after we receive and inspect the returned product.

The product must be returned by the customer to the Focallure Pakistan Warehouse, unless otherwise instructed by our Customer Care team.

Please note that the time required for the refund to appear in your account may vary depending on your bank or payment provider.

Shipping charges are non-refundable, except when the return is due to an error on our part, such as a damaged, faulty, or incorrectly supplied product.

5. Exchanges

If a replacement is available, we can arrange an exchange for the same product.

If the exact product is unavailable, we may offer an alternative product or a compensation coupon that can be used toward the purchase of another product from our store.

For returns or exchanges requested due to a change of mind or any reason not caused by an error on our part, the applicable return or replacement shipping charges will be paid by the customer.

If the return or exchange is due to a damaged, faulty, or incorrectly supplied product, Focallure Pakistan will cover the applicable replacement shipping charges.

6. Fair Use of Policy

We aim to make our return and exchange process simple and convenient for our customers. To prevent misuse of this policy, we monitor return and exchange requests and reserve the right to refuse future orders or requests in cases of repeated or suspected misuse.

7. Need Help?

For any questions or assistance regarding a return or exchange, please contact our Customer Care team.

WhatsApp: +92 336 4445598

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