Return & Refund Policy

At Imroza, we are committed to providing a smooth and fair shopping experience for our customers. We understand that sometimes issues may arise with a product, and we aim to resolve them as quickly and respectfully as possible. This Return & Refund Policy outlines the terms under which returns or refunds are accepted.

1. Return & Refund Eligibility

We allow returns and refunds only in the following cases:

  • Damaged Product Received
  • Wrong Item Delivered
  • Defective Product (not working or incomplete)
  • Product not as described (major difference from images or description)

To qualify, the following conditions must be met:

  • The complaint must be raised within 3 days of receiving the product.
  • Product must be unused and in original condition with all packaging, accessories, and invoice.
  • Clear unboxing video is required as proof (from the time of opening the package).

2. Non-Returnable Items

We do not accept returns or refunds for the following:

  • Change of mind
  • Items damaged due to misuse or mishandling
  • Products without unboxing video proof
  • Items marked as “non-returnable” in the product description

3. Return Process

To request a return:

  1. Contact us within 3 days of delivery at imroza.pk@gmail.com OR Whatsapp Number 03153884988 with:
    • Order number
    • Reason for return
    • Unboxing video (required)
  2. Our team will review your request.
  3. If approved, we will guide you on how to return the item.
  4. Once received and verified, we will process a refund or replacement.

4. Refund Method

Approved refunds will be processed as follows:

  • Refund Time: Within 5–7 working days after product inspection.
  • Refund Method: Direct transfer to customer’s bank account or mobile wallet (as agreed).
  • Shipping Charges: Non-refundable unless the issue was our fault (e.g., wrong/damaged item).

5. Exchange Policy

In certain cases, if the same product is available, we may offer an exchange instead of a refund. The exchange will follow the same steps and conditions as above.

6. Contact Us

If you have any questions or need to initiate a return, please contact us at:

Email: imroza.pk@gmail.com
WhatsApp: 0315-3884988
Business Hours: Monday to Friday – 10 AM to 6 PM