REFUND POLICY

At Imrozia | Serene, customer satisfaction is important to us. We take pride in delivering premium-quality products crafted with care. Please review our Refund & Exchange Policy carefully before placing an order, as it outlines the conditions under which exchanges, refunds, and cancellations are accepted.

Exchange Policy

Imrozia | Serene offers a smooth and transparent exchange process for eligible products purchased online.

Eligibility for Exchange

Exchanges are only applicable under the following conditions:

  • The product received is faulty, damaged, or incorrect

  • The item is unused, unwashed, and in its original condition

  • Original tags, labels, and packaging are intact

  • Customers are required to contact us within 3 working days of receiving the article to request an exchange.

  • Requests received after the 3 working days of delivery will not be entertained.

Exchange Timeframe

  • Local Orders (Pakistan): Within 3 working days of delivery

  • International Orders: Within 3 working days of delivery

Requests made outside this timeframe will not be entertained.

Non-Exchangeable & Non-Refundable Items

The following items are not eligible for exchange or refund:

  • Sale or discounted items

  • Ready-to-ship articles

  • Customised or altered outfits

  • Orders with size-related concerns

  • Claims reported after the allowed timeframe

Exchange Procedure

Refunds or exchanges are not available once an order has been processed, except in cases of faulty or incorrect items.

To initiate an exchange, please contact our customer support team with your order number and relevant details:

  • Email: info.serenepremium@gmail.com

  • WhatsApp:
    Domestic: +92 301 4786853
    International: +92 301 8888264

Our team will guide you through the exchange process.

Refund Policy

Refund Method

  • Refunds are not issued in cash or to the original payment method.

  • Approved refunds are provided in the form of store credit only.

  • Store credit (if applicable) is issued within 24 hours of approval.

Refund Eligibility

Refunds are only applicable under the following conditions:

  • Order cancellation before processing

  • Order cancellation initiated by Imrozia | Serene due to stock unavailability, pricing discrepancies, or payment issues

Cancellation charges may apply.

Order Cancellation

  • Orders may be cancelled before processing.

  • Once an order is shipped, it falls under the Exchange Policy.

  • Imrozia | Serene reserves the right to cancel any order due to stock unavailability, pricing errors, technical issues, or declined payments.

Size-Related Issues

If the article received does not fit:

  • We offer an exchange option only, subject to availability

  • No refunds are provided for size-related issues

Customers are advised to carefully review the size chart before placing an order.

Shipping, Delays & Lost Parcels

Customs Duties & Taxes

Customers are responsible for paying any customs duties, taxes, or clearance charges, particularly for international shipments.

Delayed or Lost Orders

If your parcel is delayed or appears lost in transit, please contact our customer support team with your order number. We will assist in tracking the shipment; however, delays caused by courier services or customs authorities are beyond our direct control.

Inspection & Claims

Customers must inspect their order immediately upon delivery.

  • Issues must be reported within 3 days (local) or 7 days (international) of receipt

  • Claims raised after this period will not be eligible for exchange or refund

Force Majeure

Imrozia | Serene shall not be held responsible for delays or failure to perform due to circumstances beyond our control, including but not limited to courier delays, customs clearance issues, strikes, natural disasters, or government regulations.

Contact Us

For assistance regarding refunds, exchanges, or cancellations, please contact:

  • Email: info.serenepremium@gmail.com

  • WhatsApp:
    Domestic: +92 301 4786853
    International: +92 301 8888264

Note: All sale items are final sale and are non-returnable and non-exchangeable.

Imrozia | Serene reserves the right to amend this policy at any time without prior notice. Continued use of our website constitutes acceptance of these terms.