Exchange OR Return Policy

Exchange or Return Policy

Effective Date: [10-10-24]

Welcome to Noroz!
At Noroz, we take pride in the quality and craftsmanship of our products. While we hope you love your purchase, we understand that sometimes an exchange may be necessary. Our Exchange and Return Policy is designed to provide clarity and fairness while maintaining the highest standards for customer service.

We’re here to support you every step of the way — please carefully read the policy below before making an exchange request.

No Returns – Exchange or Store Credit Only

We do not offer traditional returns. Instead, customers may request an exchange or receive store credit for eligible returned items. Store credit will be issued in the form of a digital voucher or account credit, valid for 60 days from the original order date. Requests made after this period will not be honoured, and expired store credits will not be reissued or refunded.

Eligibility Criteria

  • Only unstitched products are eligible for exchange or return.

  • Stitched products are final sale and cannot be exchanged or returned under any circumstances.

  • No claims, exchanges, or returns are possible on sale or discounted items. All sale items are considered final sale.

  • We only process exchanges for domestic customers within Pakistan.

  • At this time, we are unable to process returns or exchanges for international orders.

Requesting an Exchange

To initiate an exchange:

  • Contact us within 2 calendar days of receiving your order.

  • You must submit your request via WhatsApp at +92 319 5914161 with your order details.

Late requests beyond the 2-day window will not be eligible.

Conditions for Acceptance

We will only accept products that meet the following conditions:

  1. The product must be in original, unused condition, with:

    • Original packaging

    • Tags intact

    • Any accessories received with the item

  2. The requested replacement item must:

    • Be in stock on our website at the time of processing

    • Be of equal or greater value (in which case, a price difference will be charged)

Noroz reserves the right to refuse any exchange if the returned product is used, altered, damaged, or in any condition different from the original shipment.

Important Notice Regarding Product Expectations

Customers are entitled only to the items and services explicitly selected and paid for at the time of checkout. Items such as stitching, edging, accessories, or fabric enhancements shown in product photography or videos are not included unless specifically purchased as part of the order.

Noroz does not accept exchanges or complaints based on misinterpretation of included items. The customer is responsible for thoroughly reviewing product descriptions, prices, and services prior to completing a purchase.

Shipping Costs

Customers are responsible for all delivery or courier charges related to returning the product to Noroz for exchange. Noroz will not reimburse any shipping costs.

Processing Time

Once the returned product is received and approved:

  • We will process and dispatch the exchange product within 3–4 working days

  • If your selected replacement is not available or approved, we will issue store credit as an alternative

Professional Conduct

We are committed to providing excellent customer service and request that all communication be respectful and professional. Any form of abusive, aggressive, or disrespectful behavior toward Noroz staff may result in:

  • Immediate disqualification from the exchange process

  • A permanent ban from future transactions with Noroz

Agreement to Terms

By submitting an exchange request, you acknowledge and agree to our full Terms of Service, which govern all purchases, exchanges, and interactions on our website. Please ensure that you have reviewed these terms prior to initiating a request.

Policy Changes

Noroz reserves the right to update or amend this Exchange or Return Policy at any time, without prior notice. The version published on our website at the time of your request will apply.

Need Help?

If you have any questions or concerns, feel free to reach out to our customer care team via WhatsApp at +92 319 5914161.

We appreciate your trust in Noroz and look forward to helping you find your perfect piece!