Returns & Exchanges

Naswan.pk Last updated: October 28, 2026

At Naswan, we want you to love what you order. If something isn't right, you can return or exchange eligible items within 15 days from the date of delivery, as set out below.

1. Return Window

  • You have 15 days from the delivery date to request a return or exchange for any eligible item purchased from Naswan.pk.
  • The delivery date is the date shown on the courier's delivery confirmation or tracking record. If the tracking record is unavailable, the date we confirm to you in writing will be used.
  • Return requests received after the 15-day window cannot be accepted, except where Section 5 applies.

2. Eligibility

To be eligible for a return or exchange, the item must:

  • Be unworn, unwashed, unused, and undamaged.
  • Have all original tags, labels, and packaging intact.
  • Be returned with the original invoice or order confirmation, or with the order number.
  • Not be a final sale or non-returnable item (see Section 4).

We may refuse a return if the item shows signs of wear, odor, alteration, or damage caused by the customer.

3. How to Request a Return or Exchange

  1. Contact us within 15 days of delivery at [naswanbymuskan@gmail.com] or on WhatsApp at [+92 300 1520189], with your order number, the item, and the reason for the return.
  2. Our team will confirm whether your request is eligible and provide return instructions.
  3. Pack the item securely in its original packaging, with the invoice included.
  4. Send the item using the return method we confirm to you, or hand it to the courier we arrange.
  5. Once the item reaches us and passes inspection, we will process your refund or exchange.

Please do not send items back without first getting our approval. Unapproved returns may be delayed or refused.

4. Non-Returnable Items

The following items cannot be returned or exchanged for hygiene or other reasons:

  • Innerwear, lingerie, swimwear, and socks.
  • Items marked as "Final Sale", "Non-Returnable", or "Clearance" at the time of purchase.
  • Customized, made-to-measure, or personalized items.
  • Gift cards.
  • Items that have been worn, washed, altered, or damaged after delivery.

[Remove or edit this list to match the products you actually sell.]

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, please contact us within 48 hours of delivery, with:

  • Your order number.
  • Clear photos or a short video showing the damage, defect, or incorrect item.
  • A video of the unboxing, if available.

We will arrange a replacement or refund at no cost to you. These cases are not counted against the 15-day window, but they must be reported within the 48-hour period above.

6. Exchanges

  • Exchanges are available for a different size or colour of the same product, subject to stock availability.
  • Exchange items are subject to the same eligibility rules as returns.
  • If the replacement you want is out of stock, we will offer a refund or store credit, as you prefer.
  • Price differences will be charged or refunded as applicable.

7. Refunds

  • Approved refunds will be processed within [7 to 10] working days after we receive and inspect the returned item.
  • Online payments (card or mobile wallet): refunds are made to the original payment method. Processing time may vary depending on your bank or wallet provider.
  • Cash on Delivery orders: refunds are made by bank transfer, JazzCash, or Easypaisa. Please provide the account title, account number, and bank or wallet name when you request your refund.
  • Store credit: if you choose store credit, it will be issued immediately upon approval and can be used on any future order on Naswan.pk.
  • Original delivery charges are non-refundable, unless the return is due to our error, a damaged item, or an incorrect item.

8. Return Shipping

  • Returns due to our error (wrong, damaged, or defective items): we cover the return shipping cost.
  • Change of mind or wrong size chosen by the customer: the customer covers the return shipping cost, unless we agree otherwise in writing. [Adjust to your policy.]

Please keep your tracking receipt until your return is complete.

9. Items Not Received or Lost in Transit

If a return is lost in transit after it has been dispatched, please contact us with your tracking number. We will work with the courier to resolve the matter. Please keep proof of dispatch, such as a receipt or tracking record, until the return is confirmed.

10. Cancellations

Orders can be cancelled before they are dispatched. Once an order has been shipped, it must be handled as a return under this policy.

11. Changes to This Policy

We may update this policy from time to time. The version that was in effect on the date your order was placed will apply to that order.

12. Contact Us

Naswan.pk [Naswan by muskan] [Registered address, karachi, Pakistan] Email: [naswanbymuskan@gmail.com] WhatsApp / Phone: [+92 300 1520189] Hours: [Monday to Saturday, 10:00 AM to 6:00 PM PKT]