Refund policy

Return and Refund Policy

Effective Date: [3 MAY 2026]]

At VOSTRO, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Return and Refund Policy carefully to understand the conditions for returns, exchanges, and refunds.

1. Return Eligibility

You may be eligible to return a product if it meets the following conditions:

  • The return request is made within [24HOURS] of receiving your order.

  • The item is unused, unworn, and in its original condition.

  • All original tags, labels, accessories, manuals, and packaging are included.

  • The product is not damaged due to misuse, improper handling, or normal wear and tear.

  • Proof of purchase (such as your order confirmation or receipt) is provided.

We reserve the right to inspect returned items before approving a refund or exchange.

2. Return Timeframe

To be eligible for a return, you must contact us within [24HOURS] of receiving your order.

Return requests submitted after this period may not be accepted unless required by applicable law or approved at our discretion.

3. How to Request a Return

To initiate a return, please contact our customer support team with the following information:

  • Order number

  • Customer name

  • Reason for the return

  • Photos of the item (if damaged, defective, or incorrect)

Email: [officialvostro@gmail.com]

Our team will review your request and provide instructions for returning the item if it is eligible.

4. Refund Process

Once we receive and inspect your returned item, we will notify you of the outcome of your refund request.

If your return is approved:

  • Your refund will be processed within [48HOURS].

  • Refunds will be issued using the original payment method whenever possible or another mutually agreed method.

  • Shipping charges are generally non-refundable unless the return is due to our error or a defective product.

Depending on your payment provider, it may take additional time for the refunded amount to appear in your account.

5. Exchanges

We offer exchanges for eligible items if:

  • The product is defective or damaged.

  • You received the wrong item.

  • A different size or color is requested (subject to availability and our exchange policy).

If the requested replacement item is unavailable, you may choose a refund (if eligible) or store credit, where applicable.

6. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or you receive the wrong product, please contact us within [24HOURS] of delivery.

To help us resolve the issue promptly, please provide:

  • Your order number

  • Clear photos of the product and packaging

  • A brief description of the issue

After verification, we will arrange an appropriate resolution, which may include:

  • A replacement product

  • An exchange

7. Non-Returnable Items

For hygiene, safety, or other reasons, the following items are generally not eligible for return or refund unless they arrive damaged or defective:

  • Personalized or custom-made products

  • Gift cards or promotional vouchers

  • Downloadable digital products

  • Items marked as "Final Sale" or "Non-Returnable"

  • Products that have been used, washed, altered, or damaged after delivery

  • Items returned without original packaging or proof of purchase (unless otherwise approved)

8. Return Shipping Costs

Unless the return is due to our error, a damaged item, or an incorrect product, customers are responsible for the return shipping costs.

If the return is approved because of our mistake, we will cover the reasonable return shipping charges or arrange a return pickup where available.

9. Late or Missing Refunds

If you have not received your refund after the stated processing time:

  1. Check your bank account or payment method.

  2. Contact your bank or payment provider, as processing times may vary.

  3. If you still have not received your refund, please contact us at [officialvostro@gmail.com].

We will be happy to assist you.

10. Policy Changes

We reserve the right to update or modify this Return and Refund Policy at any time. Any changes will be posted on this page along with the updated Effective Date.

Your continued use of our website after changes are posted constitutes your acceptance of the revised policy.

11. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

Store Name: VOSTRO

Email: [officialvostro@gmail.com]

Phone: [03114810406]

Business Address: [266A G block Gulshan-e-Ravi Lahore]

Business Hours: [266A G block Gulshan-e-Ravi Lahore]

Thank you for choosing VOSTRO. We value your trust and are committed to providing a smooth and fair shopping experience.