At Fankar (fankarofficial.com), we want you to be happy with your order. We operate an exchange-based policy. We do not offer refunds for change of mind, size or colour. The only exception is an item that arrives damaged, which is covered in Section 8. Please read this policy before ordering. By placing an order, you accept these terms.

1. What We Offer

• Size or colour exchange, subject to availability, within 7 days of delivery
• Replacement, store credit or refund for items that arrive damaged, with valid proof (Section 8)
• Replacement or store credit for items that are defective or incorrect
• Store credit where an exchange is genuinely not possible

Except for damaged items under Section 8, we do not issue cash refunds, bank transfers, or refunds to the original payment method.

2. Eligibility Window

• Your request must reach us within 7 days of the delivery date recorded by the courier.
• Once approved, the parcel must be dispatched back to us within 5 working days.
• Requests received after the 7-day window cannot be accepted.

3. Condition of Items

Items sent back must be:

• Unworn, unwashed and unaltered
• Free from stains, marks, perfume, smoke or any odour
• Complete with all original tags attached
• In the original packaging, with the order number

Items that fail inspection will be returned to you at your cost. If you do not arrange re-delivery within 15 days of being informed, we cannot hold the item any longer.

4. How to Request an Exchange

Email info@fankarofficial.com with:

• Your order number
• The item and size you received
• The size or colour you would like instead
• Clear photos of the item with tags attached

We respond within 1-2 working days with approval and the return address. Please do not send a parcel back without written approval. Unapproved parcels are not accepted and are returned to the sender at the sender’s cost.

5. Return Shipping

You may choose either option:

Option A: Self-ship. Send the parcel through any tracked courier at your own cost and share the tracking number with us. The parcel remains your responsibility until it reaches us, and we cannot process an exchange for a parcel lost or damaged on its way back.

Option B: Two-way service. A flat charge of PKR 1,000 covers pickup of your original item and delivery of the replacement, anywhere in Pakistan.

The shipping charge paid on your original order is non-refundable and is not converted to store credit, except where the item is damaged under Section 8.

6. Availability and Price Difference

• One exchange per order. A replacement item cannot be exchanged again.
• Exchanges are subject to stock at the time of inspection. Requesting an exchange does not reserve an item.
• If the new item costs more, the difference is payable before dispatch.
• If the new item costs less, the difference is issued as store credit.
• Items from a past collection cannot be exchanged for a newly launched collection.

7. Store Credit

If an exchange is not possible, we issue store credit as a coupon code.

• Issued within 3 working days of the returned item passing inspection
• Value equals the amount paid for the item, excluding shipping charges
• Valid for 12 months from the date of issue
• Non-transferable, not redeemable for cash, and cannot be combined with other discount codes

8. Damaged Items and Refunds

If your parcel arrives damaged, you must:

• Notify us by email [or WhatsApp] within 48 hours of delivery
• Send clear photos of the damaged item, the tag, the outer packaging and the courier label
• Provide an unboxing video, recorded continuously from the sealed parcel to the opened item, with the order label visible

Refund approval. If the damage is confirmed from your proof, you may choose a replacement, store credit, or a refund to your original payment method. Refunds are processed within 7-10 working days of approval. Your bank may take additional time to show the amount. Fankar bears shipping costs both ways for damaged items.

Claims we cannot approve: claims without an unboxing video, claims made after 48 hours, or damage that appears after wear, washing or alteration. If the proof does not show damage, no refund will be issued.

If you received a defective or incorrect item, the same proof rules apply, and we will resolve it by replacement, alternative of equal value, or store credit.

This section applies to all orders, including sale items.

9. Final Sale Items

Items bought during a sale, flash drop or with a promotional code are final sale and are not eligible for exchange or store credit. Section 8 still applies if a sale item arrives damaged.

10. Not Covered

• Change of mind after the item has been worn, washed or altered
• Slight colour variation caused by screen settings, lighting or photography
• Minor measurement variation of up to [0.5 / 1] inch
• Damage from wear or from washing against the care label
• Items bought from unauthorised resellers
• Free gifts, samples and promotional add-ons

We reserve the right to decline requests from accounts with a pattern of repeated returns or exchanges.

11. Cancellations and Payment Errors

Orders may be cancelled before dispatch by emailing info@fankarofficial.com. Approved cancellations are resolved by store credit. If you are charged twice for the same order, or charged for an order that failed, we will return the extra or failed amount to your payment method.

12. Turnaround Times

• Inspection on receipt: 2-3 working days
• Replacement dispatched: within 7 working days of passing inspection
• Store credit issued: within 3 working days of passing inspection
• Refunds for approved damage claims: within 7-10 working days

13. Contact

Fankar
Email: info@fankarofficial.com
Hours: Mon to Fri, 12 am to 9 pm Pakistan time