Refund and Returns Policy

At Carroza, we take pride in delivering exceptional quality and craftsmanship in every product we offer. Your satisfaction is our highest priority. This Refund and Returns Policy outlines the terms under which you may return a product and request a refund or exchange.

By purchasing from Carroza, you agree to the terms set forth in this policy. Please read it carefully before completing your order.

1. Eligibility for Returns

We accept returns under the following conditions:

The item was purchased directly from Carroza (online store or authorized retail locations).
The return request is initiated within 14 days of the delivery date.
The item is unused, unworn, and in its original condition with all tags and packaging intact.
Proof of purchase (order confirmation or receipt) is provided.

Non-Returnable Items

The following items are not eligible for return:

Items marked as “Final Sale” or purchased during clearance promotions.
Personalized or custom-made products.
Items that have been used, altered, washed, or damaged after delivery.
Gift cards and store credits.
Intimates, underwear, and swimwear for hygiene reasons.

2. How to Initiate a Return

To begin the return process, please follow these steps:

Step 1 — Contact our Customer Support team at returns@carroza.pk within 14 days of receiving your order.

Step 2 — Include your order number, the item(s) you wish to return, and the reason for the return.

Step 3 — Our team will review your request and respond within 2–3 business days with return instructions and a Return Authorization (RA) number.

Step 4 — Securely pack the item(s) and include the RA number on the outside of the package.

Step 5 — Ship the item to the return address provided. We recommend using a trackable shipping method.

Note: Returns sent without a valid RA number will not be accepted and may be returned to the sender at their expense.

3. Refund Policy

Approved Refunds

Once we receive and inspect your returned item, we will notify you by email regarding the approval or rejection of your refund. If approved:

Refunds will be issued to the original payment method within 7–10 business days.
Original shipping charges are non-refundable unless the return is due to our error (e.g., wrong item sent, defective product).
If you paid via bank transfer, refunds will be processed within 10–14 business days.

Partial Refunds

A partial refund may be issued in the following situations:

Items returned showing signs of use or minor damage not caused by Carroza.
Items missing original packaging or accessories.

4. Exchanges

We offer exchanges for items of equal or lesser value, subject to stock availability. If you would like to exchange an item:

Follow the same return initiation process described in Section 2.
Specify the item and size/variant you would like in exchange.
If the desired item is unavailable, a store credit or full refund will be offered.

Exchange shipping fees may apply depending on your location and the nature of the exchange.

5. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us immediately at support@carroza.pk or Whatsapp: 0323-4902270 within 48 hours of delivery. Include:

Your order number.
A clear photograph of the item showing the defect or discrepancy.
A brief description of the issue.

Carroza will cover all return shipping costs for defective or incorrectly shipped items and will offer a full refund, replacement, or store credit at your discretion.

6. Return Shipping

Customers are responsible for return shipping costs unless the return is the result of our error. We recommend:

Using a reliable courier with package tracking.
Retaining the shipping receipt until the refund or exchange is confirmed.

Carroza is not responsible for items lost or damaged during return transit.

7. Store Credits

In certain cases, Carroza may issue store credits instead of cash refunds. Store credits:

Are valid for 12 months from the date of issuance.
Can be used toward any future purchase on the Carroza platform.
Are non-transferable and cannot be exchanged for cash.

8. International Orders

For international orders, the following additional terms apply:

Return shipping costs and any applicable customs or duties are the responsibility of the customer.
Refunds will be processed in the original currency of the transaction; exchange rate fluctuations are not the responsibility of Carroza.
International return transit times may vary. Please allow additional time for processing.