Return & Exchange Policy

SAJ Retail is an online-only brand. We want you to love what you order, and if something isn't right, this policy explains how we put it right.

1. Before you accept your parcel

Please don't accept a parcel that is damaged or has an opened seal. Tell the courier and contact us straight away.

2. Exchanges

  • Time limit: you can exchange an item one time only, within 14 days of placing your order.
  • Same category only: you can exchange it for another item in the same category, depending on stock. We can't exchange for a different category or a different product.
  • Condition: the item must be unused, unwashed and in its original condition, with the price tag attached and the invoice included. We can't accept items that haven't been cared for as the care label says.
  • Footwear [if you sell it]: size exchanges for the same product are available within 10 days of delivery.
  • Not exchangeable: accessories and sale (discounted) items.

How to request an exchange

  1. Email wecare@SAJRetail.com within the time limit, with your order number and the reason for the exchange.
  2. We'll confirm and tell you what to do next.
  3. Send the item to our returns address: [return address]. Write your order number on the parcel.
  4. Once the item arrives, we inspect it. If it passes, we send your replacement.

Inspection. Every return is checked when it reaches our warehouse. If our quality team finds the item used, washed, mishandled or not in its original condition, we can't accept the exchange, and we'll send it back to you.

3. Damaged, wrong or missing items

If your order arrives damaged, incorrect or incomplete, please call us right away on +92 (0)42 111-738-245 or email wecare@SAJRetail.com, with your order number and photos if you can. We'll replace the item and pay all shipping costs.

4. Refunds

  • We don't give cash refunds. In exceptional cases, we issue a store coupon of the same value, valid for 7 days and usable only on our website.
  • Cash on delivery (COD) orders aren't refundable.
  • Card payments: if we approve a refund, the amount goes back to your credit or debit card within 2 weeks. If it hasn't appeared by then, please check with your bank, as banks can take extra time.
  • Sale items can't be refunded.

5. Shipping on returns and exchanges

  • Our mistake: if we sent you a damaged, incorrect or incomplete order, we pay for shipping.
  • Any other exchange: you pay the courier cost of sending the item back to us. [Replacement delivery: Rs. ___ / same as standard delivery.]
  • Delivery time for your replacement depends on where you live. Standard delivery is 3–5 working days within Pakistan.

6. Lost parcels

We track every order from dispatch to delivery with our courier partners, but we can't guarantee delivery times. If your order hasn't arrived 7 days after dispatch, please contact us on +92 (0)42 111-738-245 or wecare@SAJRetail.com with your order number, and we'll look into it.

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