Refund policy

Items bought on sale cannot be exchanged or refunded.
If your product is damaged, defective, incorrect, or incomplete upon delivery, please take a video showing the entire product and the issue immediately.
You can request an exchange or refund within 7 days of delivery by contacting us on WhatsApp at (+92) 3390909039 (12 PM to 5 PM, Monday to Saturday).

The product you received is damaged (minor issues like extra threads or slight misalignment do not qualify).
The product is incomplete (missing parts or accessories).
The product does not match the description or picture (slight color or size variations do not qualify).
You received the wrong product.

The product must be unused, unwashed, and in its original condition.
The product should be returned in its original or similar undamaged packaging, ensuring it’s packed securely to avoid damage during the return.
For exchanges, you must record a video showing the product before packaging and share it on our WhatsApp number (+92) 3390909039 (11 AM to 5 PM, Monday to Saturday).
Before sending the product back, record a video of the completely packaged product and share it on WhatsApp at (+92) 3390909039 (11 AM to 5 PM, Monday to Saturday).
The package must have the shipping label, which our customer service team will provide.

Once you've coordinated with our customer service team on WhatsApp, we will arrange a pickup from the original shipping address you provided when placing the order.
After receiving the returned product, Firstlook reserves the right to refuse an exchange if the product doesn’t meet the conditions for exchange or refund. The company’s decision will be final.
If everything is in order, we will begin your refund process, which can take up to 25 working days. For exchanges, you can place a new order and provide us with the order number.

If your product qualifies for a refund, you can either receive a refund to your bank account or an e-coupon for the same amount to use on our website. In both cases, refunds will be processed within 7 working days.

You may cancel your order anytime before it is processed by contacting our Customer Services team. They will update you on the order status and process the cancellation.
If the order has already been processed, you’ll receive a notification via SMS or Email, and the 'Return and Exchange Policy' will apply.
Firstlook reserves the right to cancel orders for any reason, including quality concerns, suspicious account activity, or if the item is out of stock.