Refund policy

Exchange Policy

  • Exchange Window: Products may be exchanged within 7 days of purchase if they are faulty, damaged, or missing.
  • Parcel Opening Video (Compulsory): A clear video of the parcel being opened is mandatory and non-negotiable. Cases submitted without video proof will be rejected without exception.
  • Trace Error: If the error is due to a mistake by the Trace team, Trace will cover courier expenses.

Out-of-Stock Items: If the desired product is out of stock, customers must select an alternative item.

  • Courier Charges: Customers are responsible for courier charges when dispatching parcels for standard exchanges.
  • Dispatching Procedure: Share the courier receipt immediately upon dispatch via WhatsApp to avoid delays.
  • Eligibility & Timeframe: Exchange requests must be submitted within 3 days of delivery.
  • Exclusions: Requests beyond 3 days, or for items damaged through use, tampering, or with missing components, are not supported.
  • Product Condition: Items must be unwashed, unworn, and returned with all original tags and polybag packaging intact. Items carrying scents of perfume, smoke, or detergent will be rejected.
  • Color & Size Tolerance: A 5–10% variation in shade due to digital photography/screen calibration and a 0.5–1 inch variance in measurements due to manual stitching are standard and not classified as defects.

Sale Items: Items purchased during a sale can be exchanged, but customers will bear delivery expenses for both sides.

Return for a Refund Policy

  • Return Window: Products may be returned within 7 days of delivery if they are faulty, damaged, missing, or if you wish to request a refund according to our conditions
  • Refund Method: Cash refund will be processed directly to your provided bank account or digital wallet (EasyPaisa / JazzCash).
  • Shipping & Deductions:
    • Even though we offer free shipping, a standard delivery fee of Rs. 300 will be deducted from the total refund amount.
    • Advance Payment Orders: Only the Rs. 300 shipping fee is deducted (tax exempted).
    • Cash on Delivery (COD) Orders: A flat 4% tax + Rs. 300 shipping fee will be deducted.
  • Processing Time: Cash refunds can take up to 7 working days to process after the returned item is received, inspected, and approved at our warehouse.
  • Return Courier Expense: Customers are responsible for the courier charges incurred when sending the parcel back to the Trace warehouse.
  • Sale Items: Sale items are strictly non-refundable; they are only eligible for exchange.

Order Cancellation & Delivery Policy

  • Order Cancellation: Orders can only be cancelled before they are dispatched. Once a tracking number is generated or the parcel is handed over to the courier, the order cannot be cancelled and must follow the standard return process.
  • Doorstep Refusal: Refusing a Cash on Delivery (COD) parcel at the doorstep without a valid reason will result in permanent blacklisting from future COD services; subsequent orders will require full advance payment.
  • Delivery Attempts: Couriers will attempt delivery up to 2–3 times. If a parcel returns due to customer unavailability or unanswered calls, re-dispatch charges must be paid in advance.
  • Damaged Packaging on Arrival: If the flyer/box is visibly torn, tampered with, or unsealed upon arrival, do not accept the package, or record an unbroken opening video in front of the delivery rider.
  • Customer Support
    Contact / WhatsApp: 03196926012