Returns & Exchange Policy

At Xerina.pk, we prioritize your satisfaction! Our Customer Service team is here to assist you with any return or exchange needs. If you would like to exchange or refund your purchased item, please contact our support team for guidance.

IMPORTANT NOTE: Items purchased on SALE are NOT eligible for exchange or refund.

DOMESTIC ORDERS

Validity:

Products purchased from https://xerina.pk/ can only be exchanged or refunded if they are received in a damaged condition, the wrong size, or an incorrect item. Claims must be made within 3 working days of the delivery date.

Conditions for Exchange:

• Articles must be unused, unwashed, with all tags intact, and in their original packaging.
  
• Slight color variations due to photographic lighting or device settings are not valid grounds for exchange or refund.
  
• Excess fabric, accessories, or embellishments shown in photoshoots but not mentioned inthe product description are not included with the product.
  

Process for Exchange:

Notify us within 3 working days of delivery with your intention to exchange. Share your tracking details and order number with our customer service team via:

• Phone: 0335-0005898 
  
• WhatsApp: 0335-0005898 

Dispatch the item through one of the approved courier services listed below and share the tracking number within 2 working days of dispatch.

Approved Courier Services:

• TCS
  
• M&P
  
• Leopards

Return Address:

Xerina.pk
For Address contact: 0335-0005898

Shipping Costs:

The customer is responsible for all shipping costs.

Refund Policy:

Refunds are issued as coupons rather than cash. Once your returned item is received and qualifies for exchange, a coupon will be issued within 10 working days. This coupon is valid for one-time use and can be redeemed on future purchases.

Credit/Debit Card Refund Policy:

If payment was made via credit/debit card, refunds will be processed to the same card. This process may take up to 5 working days, plus additional time depending on the bank's processing policies.

INTERNATIONAL ORDERS

Validity:

International orders qualify for exchange/refund only if the product is received in a damaged condition, the wrong size, or an incorrect item. Claims must be made within 3 working days of delivery.

Conditions for Refund:

• Articles must be unused, unwashed, with all tags intact, and in their original packaging.
  
• Slight color variations due to photographic lighting or device settings are not valid grounds for refund.
  
• Excess fabric or embellishments used in photoshoots are not included unless explicitly stated.

Process for Refund: 

Notify us within 3 working days of delivery and provide the following details to our customer service team:

• Order number
  
• Images of the delivered item showing the issue

Contact our team via:

• Phone: 0335-0005898 
  
• WhatsApp: 0335-0005898

IMPORTANT NOTES:

• Orders that have been processed or dispatched cannot be edited or canceled.
  
• If a customer refuses delivery, Xerina.pk is not liable for any refund.
  
• If the parcel is held by the Customs department in the destination country, the customer is responsible for providing the required documentation. Xerina.pk is not liable for refunds due to non-clearance by Customs.

Refunds for Canceled Orders:

If an order is canceled before dispatch, a refund will be processed to the original credit/debit card used for payment.

Thank you for shopping with us! For any further assistance, please contact our Customer Service team.