Return & Refund Policy
Effective: September 14, 2026
This policy explains how order cancellations, returns, and refunds work at Brandox. It works alongside our Terms of Service.
1. Cancelling before delivery
You can cancel your order free of charge at any time before it is marked as “Delivered” — this includes orders that have already been confirmed or dispatched for delivery. To cancel, contact us on WhatsApp or by phone with your order number and the phone number used to place the order. If you've already paid via JazzCash, EasyPaisa, or Bank Transfer, we'll refund you as described in Section 4 below.
2. Returns and exchanges after delivery
Once an order is delivered, we don't offer general “change of mind” returns or exchanges. The one exception is if your item arrives defective, damaged, or different from what you ordered (wrong item, size, or color) — see Section 3.
3. Defective or incorrect items
If your item arrives defective, damaged, or doesn't match what you ordered, let us know within 3 days of delivery by contacting us on WhatsApp with your order number and a photo or video showing the issue. To be eligible, the item should be unused, unworn, unwashed, and in its original packaging with tags attached. Once we confirm the issue, we'll arrange a pickup and, depending on your preference and stock availability, offer a replacement, an exchange, or a refund.
4. Return shipping and refund method
- For defective, damaged, or incorrect items confirmed under Section 3, we cover the return shipping cost.
- Refunds are issued to the original payment method where possible (JazzCash, EasyPaisa, or bank transfer back to the account you paid from). For Cash on Delivery orders that are cancelled before dispatch, no payment has been taken, so there’s nothing to refund.
- Refunds are processed within a reasonable time after we receive and inspect the returned item, or after a pre-delivery cancellation is confirmed.
5. How to request a cancellation, return, or refund
All cancellation and return requests go through WhatsApp — we don't process these over email. Please have your order number and the phone number used for the order ready; for defective/incorrect items, please also include a photo or video of the issue so we can resolve it quickly.
6. Changes to this policy
We may update this Return & Refund Policy from time to time. The “Effective” date at the top of this page will always reflect the latest version.