Refund Policy
At couples.com.pk, customer satisfaction is our top priority. We aim to provide high-quality products and services for couples, helping you create unforgettable experiences together. However, if you’re not completely satisfied with your purchase, we’re here to help.
1. Eligibility for Refunds
You may be eligible for a refund under the following conditions:
- Product/Service Defect: If the product you received is damaged, defective, or not as described, you may request a refund within 14 days of delivery.
- Service Dissatisfaction: For service-based products (e.g., couple therapy sessions, experience packages), if the service does not meet the agreed-upon quality, a refund may be issued on a case-by-case basis within 7 days of the service completion.
- Cancellation: If you wish to cancel an order, cancellations must be made within 24 hours of the purchase to be eligible for a full refund. After that, partial refunds may be issued depending on the processing stage.
2. Refund Process
To initiate a refund, please follow these steps:
- Contact Us: Email our customer service team at support@couples.com.pk with your order number, the reason for the refund, and any supporting evidence (e.g., photos of damaged products).
- Review: Our team will review your request within 3-5 business days and respond with an outcome.
- Return Shipment: If applicable, you may be required to return the item in its original packaging. Please note, customers are responsible for return shipping costs unless the product is defective or not as described.
- Refund Approval: Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
3. Refund Timeline
Once approved, your refund will be processed, and the credit will automatically be applied to your original method of payment within 7-10 business days. In case of delays, please contact your bank or credit card provider for more information.
4. Non-Refundable Items
Certain items are exempt from refunds, including:
- Personalized Products: Custom-made or personalized items (e.g., engraved gifts, customized couple experiences) cannot be refunded unless they arrive damaged or defective.
- Perishable Goods: Any perishable items, such as food or flowers, are non-refundable.
- Digital Products: Once accessed, digital products (e.g., downloadable guides, online courses) cannot be refunded.
5. Exchanges
We only replace items if they are defective or damaged. If you need an exchange for the same item, please contact us at support@couples.com.pk. Exchanges are subject to product availability.
6. Late or Missing Refunds
If you haven’t received your refund within the stated timeline:
- First, check your bank account again.
- Then, contact your credit card company or bank as it may take some time before your refund is officially posted.
- If you’ve done all of this and still have not received your refund, please contact us at support@couples.com.pk.
7. Changes to the Refund Policy
We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page, and the updated policy will apply to all purchases made after the posting date.
If you have any questions regarding our Refund Policy, feel free to contact us at support@couples.com.pk. We’re always here to help!
This policy provides clarity on refund processes, ensuring a smooth experience for your customers while protecting your business interests.