Refund & Return Policy

1. Policy Overview

At Badal Lo, our mission is to make Pakistani fashion accessible, joyous, and reliable. We understand that buying, renting, or exchanging formal and festive wear involves significant trust regarding fabric quality, fit, embroidery precision, and authenticity.

This Refund & Return Policy outlines the conditions under which refunds, order cancellations, and item exchanges are issued, maintaining strict alignment with consumer protection standards regulated by the State Bank of Pakistan.

2. The 48-Hour Inspection Window

Every purchase and peer-to-peer exchange delivered via Badal Lo includes an automatic 48-Hour Buyer Inspection Window:

• Funds paid by the buyer are held safely in platform escrow during this period.
• The buyer has 48 hours from the timestamp of courier delivery to inspect the garment, verify condition, and confirm satisfaction within the app.
• If no dispute is initiated within 48 hours, the transaction is marked complete, and funds are disbursed to the seller's wallet balance.

3. Brand New Garment Returns

Brand-new items purchased directly from verified partner boutiques or designers may be returned for a full refund or size exchange if:

• The request is initiated through the app within seven (7) days of delivery.
• The garment is completely unworn, unwashed, unaltered, and free of perfume or makeup marks.
• All original designer tags, barcodes, and Badal Lo security tags remain firmly attached.

4. Rental Cancellations & Security Deposits

For occasion dress rentals:

• Cancellation > 5 Days Before Event: 100% full refund of rental fee and security deposit.
• Cancellation 2 to 5 Days Before Event: 50% refund of rental fee; 100% full refund of security deposit.
• Cancellation < 48 Hours Before Event: Rental fee is non-refundable as the outfit was reserved and dry-cleaned; 100% security deposit is refunded immediately.
• Security Deposit Release: Following return pickup, our quality team inspects the outfit within 24 hours. The full security deposit is automatically unlocked to your original payment method.

5. Exchange Disputes & Non-Delivery

If you participate in a dress-to-dress exchange:

• If the counterparty fails to dispatch their dress within the 72-hour commitment window, their account is penalized and any escrow logistics deposits are immediately refunded to you.
• If the received dress deviates significantly from the listed condition (e.g., severe tears or unnoted stains), our dispute team facilitates a return and will assist you in reclaiming your own dress.

6. Auction Listing Returns

Bids submitted in Badal Lo auctions are legally binding commitments. Auction wins are considered final sale unless:

• The physical item is proven to be counterfeit or not an authentic original as claimed.
• The received item exhibits severe undisclosed damage that renders it unwearable.

7. Order Cancellation Before Dispatch

You may cancel any standard retail order prior to the seller generating the courier waybill without incurring any cancellation penalty. Once an order enters "Shipped / In-Transit" status, cancellation is no longer possible and must proceed under the return protocol upon delivery.

8. Defective or Misrepresented Items

If your order arrives damaged, defective, or noticeably different from the listing description:

1. Open the Badal Lo mobile app within the 48-hour inspection window.
2. Go to My Orders → Order Details → Report Issue.
3. Upload 3 to 5 clear photographs highlighting the defect or misrepresentation alongside the original packaging.
4. Our dispute team reviews claims within 12 business hours. If approved, a courier pickup is dispatched at zero cost to the buyer.

9. Refund Processing Timelines

Once a return is received at our facility and verified:

• Badal Lo In-App Wallet: Instant (within 15 minutes). Funds can be used immediately for another outfit or withdrawn.
• EasyPaisa / JazzCash Mobile Wallets: 24 to 48 hours.
• Pakistani Debit / Credit Cards (PayFast): 5 to 7 business banking days, subject to the issuing bank's cardholder settlement cycle.

10. Non-Refundable Circumstances

Refunds will NOT be approved under the following conditions:

• Items returned with missing designer tags, detached Badal Lo security seals, or noticeable scent (perfume/deodorant).
• Custom-stitched or tailored outfits made specifically to the buyer's bespoke measurements.
• Claims initiated after the expiration of the 48-hour post-delivery window.
• Earrings or intimate undergarments due to hygiene regulations.

11. PayFast Gateway Reversals

All digital payment refunds are executed securely through our licensed Payment Service Provider, Premier Systems (Pvt) Ltd (PayFast). Refund reference numbers (ARN / RRN) are automatically generated and emailed to the customer upon initiation for easy verification with their bank.

12. Claims & Dispute Team

For open claims, order reversals, or dispute escalations: