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Customer Care & Assurance

Refund Policy

Clear, transparent refund terms for online orders, payment gateway transactions, and customer cancellations.

1. Overview & Standard Remedy

FB Collections curates premium lifestyle accessories with dedicated quality checks. As an online retailer operating in Pakistan, our standard operational policy is Exchange and Replacement first. If a customer is unsatisfied with a product or requires a different model, we provide a smooth 7-day exchange process. Cash and gateway refunds are issued under specific, clearly defined circumstances outlined below.

2. When Cash or Gateway Refunds Are Issued

Refunds are formally approved and processed in the following situations:

  • Unavailable Replacement: An item delivered to you was verified as damaged, defective, or incorrect upon arrival (reported within 48 hours), and FB Collections is unable to supply an acceptable replacement or alternative model from stock.
  • Unfulfilled Orders: A confirmed order cannot be fulfilled due to inventory unavailability or logistical constraints.
  • Cancellation Before Dispatch: You requested order cancellation before the parcel was booked and handed over to the courier company. In this case, 100% of any advance payment or delivery fee is refunded.
  • Payment Gateway Duplicate / Overcharge: In the rare event of an accidental duplicate charge or technical glitch through our online payment partner (XPay by PostEx or Card Gateway), the duplicate transaction is promptly refunded following server-side verification.

3. Refund Processing Timelines & Methods

Once a refund is approved by our audit team:

  • Disbursement Timeline: Refunds are initiated and completed within 5 to 7 working days following approval or physical receipt and inspection of the returned parcel.
  • Disbursement Method for COD & Advance Deposits: Transferred directly to the customer's verified Pakistani bank account, JazzCash, or EasyPaisa account.
  • Online Payment Gateway Refunds (XPay / Credit / Debit Cards): Reversed back to the original source card or payment account through the gateway. Depending on your issuing bank, the reversed credit may take 5–10 banking days to reflect on your card statement.

4. Order Cancellation Policy

  • Cancellation Prior to Dispatch: Customers may cancel an order at no cost by messaging our WhatsApp support at 03044191960 with their order number. Any advance payment made is refunded in full.
  • Cancellation After Dispatch: Once an order has been dispatched and handed to the courier partner, operational transit and handling costs have been incurred. If an order is cancelled or refused after dispatch, any separately paid advance shipping charges are non-refundable.

5. Product Inspection Before Refund Release

For refunds requiring product return, the item must be received at our warehouse in its original, undamaged condition with all tags, protective wraps, and accessories. Once our inspection team verifies the return condition, the refund is disbursed within the 5–7 working day timeline.

6. Non-Refundable Conditions

A refund will not be issued in the following instances:

  • Discretionary change-of-mind purchases where the product was delivered accurately, is defect-free, and eligible for standard exchange.
  • Items that show wear, damage, sizing alterations, perfume odor, or missing packaging/accessories.
  • Parcels refused at the doorstep after dispatch where advance delivery fees were collected to cover operational transit costs.

7. How to Request a Refund

To request a refund or inquire about a payment status, please contact our accounts support team:

WhatsApp