Refund policy

Return & Refund Policy

Effective Date: September 2, 2026
Last Updated: September 2, 2026

At NaivroX, we want you to be satisfied with your purchase. If you receive a product that is damaged, defective, incorrect, or otherwise eligible for return under this policy, we are here to help.

This Return & Refund Policy explains when products can be returned, how to request a return, how refunds are processed, and who is responsible for return shipping costs.

1. Return Period

You may request a return within:

[10 DAYS]

The return period begins from the date your order is delivered.

Return requests submitted after the applicable return period may not be accepted unless required by applicable law or approved by NaivroX at its discretion.

2. Return Eligibility

To be eligible for a return, the product should generally:

  • Be unused and in its original condition.

  • Be unworn, where applicable.

  • Be in the original packaging where reasonably possible.

  • Include all original accessories, components, manuals, tags, or promotional items supplied with the product.

  • Not have been damaged, altered, washed, misused, or improperly handled by the customer.

  • Be accompanied by valid proof of purchase or order information.

Some products may have additional return requirements depending on their nature.

We reserve the right to inspect returned products before approving a return, exchange, or refund.

3. How to Request a Return

To request a return, contact us at:

[naivro.ai@gmail.com]

Please include:

  • Your order number

  • Full name

  • Contact number

  • Product name

  • Reason for the return

  • Photographs or videos, where relevant

For damaged, defective, or incorrect products, photographs or videos may be required to help us assess the issue.

Please do not send a product back without first contacting us and receiving return instructions.

4. Return Approval

Once we receive your return request, we may review the information provided and determine whether the product qualifies for a return.

If your return is approved, we will provide instructions regarding where and how to return the product.

Approval of a return request does not necessarily guarantee a refund until the returned product has been received and inspected, where inspection is required.

5. Damaged, Defective, or Incorrect Products

If you receive a product that is:

  • Damaged during delivery

  • Defective

  • Incorrect

  • Missing essential components

please contact us as soon as possible after receiving your order.

We may request photographs or videos showing the product and its packaging.

Depending on the circumstances, we may offer:

  • A replacement

  • An exchange

  • A repair, where applicable

  • A refund

  • Another appropriate solution

For products that arrive damaged, defective, or incorrect due to an error on our part, we will make reasonable efforts to resolve the issue without unfairly charging the customer for return shipping.

6. Exchanges

Where stock is available, eligible products may be exchanged for:

  • Another size

  • Another variant

  • Another color

  • The same product

  • Another eligible product, subject to any applicable price difference

Exchange availability depends on product stock.

If the replacement product costs more, you may be required to pay the difference.

If the replacement product costs less, the difference may be refunded or otherwise handled according to our applicable refund procedure.

7. Refund Process

Once an eligible returned product has been received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be initiated using the original payment method where reasonably possible.

Refund Processing Time: [REFUND PROCESSING TIME: 5 BUSINESS DAYS]

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, payment provider, or other financial institution.

NaivroX is not responsible for delays caused by third-party financial institutions after the refund has been initiated.

8. Cash on Delivery Refunds

For orders originally paid through Cash on Delivery (COD), refunds may be processed through an alternative payment method.

We may request appropriate payment details, such as bank account or other required information, to process an approved refund.

Customers should provide accurate payment information. NaivroX is not responsible for delays resulting from incorrect or incomplete refund details supplied by the customer.

9. Return Shipping Costs

Damaged, Defective, or Incorrect Products

If the product is damaged, defective, or incorrect due to an error by NaivroX or our fulfillment process, we will generally cover or reimburse reasonable return shipping costs where applicable.

Change of Mind or Customer Preference

If you are returning an eligible product because you changed your mind, ordered the wrong size, selected the wrong variant, or for another reason not caused by NaivroX, the customer may be responsible for the applicable return shipping costs.

Return Shipping Cost: [CUSTOMER PAYS / FREE RETURNS / DEDUCTED FROM REFUND]

Any applicable costs will be communicated before the return is finalized.

10. Non-Returnable Items

Certain products may not be eligible for return due to their nature or applicable hygiene and safety considerations.

Non-returnable items may include:

  • Personalized or customized products

  • Products made specifically to customer specifications

  • Used products where hygiene or safety considerations apply

  • Products that have been washed, altered, damaged, or misused by the customer

  • Products missing essential components or original packaging where such items are necessary for resale

  • Gift cards or digital products, where applicable

  • Clearance or final-sale products, where clearly identified as non-returnable

  • Any other products specifically identified as non-returnable at the time of purchase

This list may vary depending on the products sold by NaivroX.

Nothing in this section is intended to exclude any mandatory consumer rights or remedies that cannot legally be excluded.

11. Products Damaged After Delivery

Products damaged as a result of improper use, accidents, neglect, unauthorized modifications, washing, installation, storage, or handling after delivery may not qualify for a return or refund.

Where appropriate, we may request photographs, videos, or other information to determine the cause of the damage.

12. Missing Items or Incomplete Orders

If your order arrives with missing products, components, accessories, or other items, please contact us promptly at:

[naivro.ai@gmail.com]

Please provide your order number and, where possible, photographs of the package and its contents.

We will investigate the issue and provide an appropriate resolution where the issue is confirmed.

13. Refund Deductions

Where permitted by applicable law, a refund may be adjusted to account for:

  • Customer-requested return shipping

  • Missing components

  • Damage caused by the customer

  • Excessive use or handling that reduces the product's value

  • Other costs that the customer has expressly agreed to bear

We will communicate any applicable deduction before processing the final refund where reasonably possible.

14. Failed or Unclaimed Deliveries

If an order is returned to us because the customer:

  • Refused delivery

  • Provided an incorrect address

  • Provided an incomplete address

  • Was repeatedly unavailable to receive the package

  • Failed to respond to courier delivery attempts

we may contact the customer to arrange a re-delivery or refund where applicable.

Any reasonable additional delivery or return-to-sender costs may be deducted from the refund or charged before re-dispatch, where permitted by applicable law.

15. Sale and Promotional Products

Products purchased during sales, promotions, discounts, or special offers may be subject to specific return conditions.

Any special return restrictions will be clearly communicated on the relevant product page or at checkout.

Unless specifically stated otherwise, eligible sale products remain subject to the applicable provisions of this Return & Refund Policy.

16. Refunds for Cancelled Orders

If you request cancellation before your order has been dispatched and we are able to cancel it, we may process an appropriate refund.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

17. Fraudulent or Abusive Returns

NaivroX reserves the right to refuse returns, exchanges, or refunds where there is reasonable evidence of:

  • Fraud

  • Intentional damage

  • Repeated abusive return activity

  • Product substitution

  • False claims

  • Unauthorized use of the return process

This does not affect any legitimate rights or remedies available to customers under applicable law.

18. Consumer Rights

This Return & Refund Policy is intended to explain our standard return process.

Nothing in this policy is intended to remove, restrict, or waive any consumer rights or legal remedies that cannot lawfully be excluded under applicable Pakistani law.

Where applicable law provides a customer with rights beyond those described in this policy, those rights will continue to apply.

19. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes to our products, business practices, payment methods, or applicable legal requirements.

The latest version will be published on naivrox.com.

The "Last Updated" date at the top of this policy indicates when it was most recently revised.

20. Contact Us

If you have questions about a return, exchange, or refund, please contact us:

NaivroX
Email: [naivro.ai@gmail.com]
Location: Islamabad, Pakistan
Website: naivrox.com

For faster assistance, please include your order number, name, and contact number when contacting us.

Our Commitment

We aim to handle returns and refunds fairly, transparently, and reasonably. If you experience a problem with your order, please contact us first so that we can work with you to find an appropriate solution.