SECTION 1: RETURN AND EXCHANGE POLICY

Ruqias strictly follows the terms and conditions mentioned below for returns and exchanges. We try our best to help our valued customers exchange the products they purchased online. Customers are requested not to accept orders if the parcel is damaged or the seal is opened.

You can exchange articles from the Ruqias online store one time only within 14 days from the date the order was placed, within the same category. The products must be in their original, unused condition with the price label attached, along with the invoice. Ruqias will not accept returns or exchanges if proper care instructions were not followed.

Size exchanges for footwear (if applicable) are available within 10 days of order delivery for the same product. Please note that exchanges or returns for different items or categories will not be accepted.

We do not offer cash refunds. Instead, a discount coupon of the same value will be issued in exceptional cases to online store customers only. This coupon will be valid for 7 days and can only be used on the Ruqias website.

If you need to request an exchange, please email us at info@ruqiasapparel.me with your order ID and the reason for the exchange. If the product is damaged or missing, please contact us immediately after receiving the parcel.

Replacements will only be processed if you want to exchange within the same category, depending on stock availability. All returns will be inspected upon arrival at our Ruqias facility. If our quality control team finds that the articles were used, washed, mishandled, or not in their original condition, we will not accept the return or exchange.

*Accessories and discounted (sale) items cannot be exchanged or returned.

SECTION 2: REFUND POLICY

We only provide refunds in highly exceptional cases. Currently, we do not support a refund policy for Cash on Delivery (COD) orders.

Refund Process: When a refund is approved and processed, a credit will automatically be applied to your Credit/Debit card within 2 weeks. If you have not received a refund in that time, please check with your bank. It may take some time before a refund is officially posted. Sale items cannot be refunded.

SECTION 3: SHIPPING

All nationwide shipments will be charged a standard delivery fee of PKR 150. For returns and exchanges, the customer should courier the product to our address in Lahore, Pakistan, mentioning the order number on the parcel.

Depending on where you live, the time it takes for your exchanged product to reach you may vary. Please note that Ruqias will bear all shipping costs if we delivered a damaged, incorrect, or incomplete order. Otherwise, the customer will have to pay the shipment cost for returns and exchanges.

SECTION 4: LOST SHIPPING POLICY

We keep a track record of our customer shipments from dispatch until smooth delivery with the help of our courier service partners. However, we cannot guarantee the exact shipment delivery time. If you do not receive your order within 7 days of dispatch, please contact us immediately by emailing info@ruqiasapparel.me.