Refund policy
Refund & Return Policy:
At X Verse, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. This Refund & Return Policy explains the conditions, timelines, and procedures for returns, exchanges, and refunds for products purchased through our website.
By placing an order on X Verse, you agree to the terms outlined below.
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1. Return Eligibility
You may request a return, exchange, or refund if:
• The product received is damaged or defective.
• The product received is incorrect.
• The product is incomplete or missing parts/accessories.
• The product significantly differs from its description on our website.
• The item is eligible for a size exchange (where applicable).
To qualify for a return:
• The request must be submitted within 7 days of delivery.
• The product must be unused, unworn, unwashed, and in its original condition.
• Original packaging, tags, labels, manuals, accessories, and promotional items must be included.
• Proof of purchase (order number or invoice) must be provided.
X Verse reserves the right to reject returns that do not meet these conditions.
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2. Non-Returnable Items
The following items are generally not eligible for return or refund unless received damaged, defective, or incorrect:
• Products marked as "Final Sale", "Clearance", or "Non-Returnable".
• Gift cards and digital products.
• Personalized or customized products.
• Used, washed, altered, or damaged items.
• Products missing original tags or packaging.
• Hygiene-sensitive items where applicable.
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3. Exchange Policy
Eligible products may be exchanged within 7 days of delivery subject to stock availability.
Exchanges may be requested for:
• Incorrect size.
• Defective product.
• Wrong item received.
• Damaged product received.
If the requested replacement item is unavailable, customers may choose:
• Store credit; or
• Refund to the original payment method.
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4. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, incomplete, or incorrect product:
1. Contact our Customer Support within 48 hours of delivery.
2. Provide:
o Order number
o Product photographs
o Clear description of the issue
3. Our team will review the claim and respond within 2–3 business days.
Upon approval, X Verse will arrange a replacement or refund at no additional cost to the customer.
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5. Change-of-Mind Returns
If you wish to return a product because you changed your mind:
• Return requests must be submitted within 7 days of delivery.
• The product must remain unused and in original condition.
• Original shipping charges are non-refundable.
• Return shipping costs may be borne by the customer.
X Verse reserves the right to charge reasonable handling or shipping deductions where applicable.
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6. Return Procedure
To initiate a return:
Step 1
Contact our Customer Support Team through:
• Email: xverseenterprises@gmail.com
• WhatsApp: [+92 333 871 2355]
• Contact Form: [https://xverse.com.pk/pages/contact]
Step 2
Provide:
• Order number
• Product details
• Reason for return
• Supporting photos/videos if required
Step 3
Wait for return authorization from our support team.
Step 4
Pack the item securely in its original packaging and send it to the address provided by our support team.
Returns sent without prior approval may not be accepted.
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7. Refund Policy
Once the returned item is received and inspected:
• Customers will be notified regarding approval or rejection of the refund.
• Approved refunds will be processed using the original payment method whenever possible.
Refund options may include:
• Bank transfer
• Easypaisa
• JazzCash
• Original debit/credit card
• Store credit
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8. Refund Timelines
After approval:
Payment Method Estimated Refund Time
Bank Transfer 5–10 Business Days
Easypaisa/JazzCash 3–7 Business Days
Debit/Credit Card 7–14 Business Days
Store Credit Within 24 Hours
Processing times may vary depending on banks, payment gateways, and financial institutions.
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9. Shipping Charges
When X Verse Covers Return Shipping
We will bear return shipping costs if:
• Wrong product was delivered.
• Product arrived damaged.
• Product is defective.
• Product is incomplete.
When Customer Covers Return Shipping
Customers may bear shipping charges if:
• Returning due to change of mind.
• Ordering an incorrect size or variant.
• Returning a product that is not defective.
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10. Order Cancellation
Orders may be cancelled before dispatch.
If payment has already been made:
• A full refund will be issued.
• Refund processing may take up to 7 business days depending on the payment method.
Orders that have already been shipped cannot be cancelled and must follow the return process.
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11. Refusal of Returns
X Verse reserves the right to refuse returns or refunds where:
• The return request exceeds the stated return period.
• The product has been used, damaged, altered, or tampered with after delivery.
• Original packaging, accessories, or tags are missing.
• Fraudulent or abusive return activity is suspected.
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12. Consumer Rights
Nothing in this policy limits any rights available to consumers under applicable consumer protection laws of Pakistan. Customers remain entitled to remedies for products that are defective, misrepresented, or not fit for their intended purpose.
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13. Contact Us
For any questions regarding returns, exchanges, or refunds, please contact:
X Verse Customer Support
Email: xverseenterprises@gmail.com
WhatsApp: +92 333 871 2355
Website: https://www.xverse.com.pk
Business Hours: Monday – Saturday, 09:00 AM – 05:00 PM (PKT)