POLICY FOR LOCAL ORDERS

No Refund, Only Exchange

EBR offers exchanges only for items purchased from our online store.
We do not offer refunds for local (domestic) orders.

If you are not satisfied with your purchase, you may exchange it for a different size, color, or style of equal or lesser value.

Exchange Eligibility

To qualify for an exchange:

The item must be in its original condition — unworn, unwashed, undamaged, and with all original tags and labels attached.
The exchange request must be initiated within 15 days of receiving the item (based on the delivery date recorded by the courier).
You may request an exchange only once per order, regardless of the number of items in that order.
- Multiple separate exchange requests for items under the same bill will not be accepted.
- Please check all items thoroughly and request a single consolidated exchange.

Step-by-Step Process for Exchanges

For complete instructions, please visit our Step-by-Step Process for Returns & Exchanges page.

Original Condition – Detailed Definition

The term “original condition” means the product must be returned exactly as received. This includes:

Unworn

Item has not been worn beyond trying it on for size.
No stains, odors, creases, or signs of wear.

Unwashed

Item has not been washed, dry-cleaned, or treated with any cleaning product.

All Original Tags Attached

Brand, size, price, and care instruction tags must be intact.
Missing or tampered tags void exchange eligibility.

Original Packaging

Includes boxes, dust bags, covers, or protective wraps.
Packaging must be intact—no rips, writing, or stains.

Free from Damage

No tears, holes, scratches, missing embellishments, or altered stitching.

Accessories Included

Any belts, detachable accessories, buttons, or manuals must be returned in full.

No Alterations

The item must not be altered, customized, or tailored in any form.

Odor-Free

Must not contain perfume, smoke, food, or any other scents.

Unused Items

Products with limited shelf life (e.g., cosmetics) must be sealed and unused.

Exceptions & Non-Returnable Items

The following items are not eligible for exchange or return:

Sale Items

Items bought at full price but discounted later will only be exchanged at the current sale price, not the original purchase price.

Personalized or Tailored Items

Customized, altered, or made-to-measure products are non-returnable.

Fragrances & Body Mists

Not eligible for return or exchange due to hygiene and safety reasons.

Final Sale Items

Products marked “Final Sale” cannot be exchanged.

Used or Damaged Items

Any item not in its original condition or missing packaging/accessories is not accepted.

Refunds for Gift Purchases

Store Credit Only

Refunds for gifts are issued as store credit, not to the original payment method.

Validity

Store credit is valid for 90 days from the date issued.
It cannot be reactivated once expired.

How to Claim Store Credit

Gift recipient follows the standard return process.
Once approved, store credit is emailed or issued as a voucher.

Terms

Store credit is non-transferable and cannot be redeemed for cash.
May not be combined with other offers unless specifically allowed.

Process for Handling Disputes

EBR ensures fair handling of all refund- or exchange-related disputes.

Submit Additional Evidence

Customers may provide photos, videos, chats, or documentation supporting their claim.

Escalation to Supervisor

If unresolved, customers may escalate the case by emailing:
📩 help@ebr.com.pk

Supervisor Review

A supervisor will:

Review all evidence and communication
Provide the final decision
Advise next steps, if applicable

Return Shipping Costs Policy

1. Shipping Costs Due to EBR’s Error

EBR will cover return shipping costs if:

The wrong item was sent
The product is defective
Any error occurred due to EBR

Customers will be provided with a return label or reimbursement.

2. Shipping Costs Due to Customer’s Reason

Customers must bear return shipping charges if:

Wrong size ordered
Change of mind
Any issue not caused by EBR

Returns must be shipped to the address provided by customer support.

Refund Policy for International Orders

This refund policy applies only to international customers.

Eligibility

Refunds are available if:

Product is damaged or defective
Wrong item is delivered
Product does not match website description

How to Request a Refund

Email: sales@ebr.com.pk
Timeline: within 14 days of receiving your order
Include:

Order number
Detailed explanation
Supporting photos/videos

EBR will respond within 5 business days.

Refund Method

Refunds are issued to the original payment method.
Processing time: 5–10 business days depending on bank/card issuer.

Non-Refundable Situations

Used or altered products
Items not in original condition/packaging
Local (domestic) orders
Custom products

Shipping Costs

Non-refundable unless the mistake was made by EBR.

CONTACT INFORMATION

Company Name: EBR
Address: SA Gardens, Kala Shah Kaku, Muridke, Pakistan
Phone Number: 0302 7777017
Email: sales@ebr.com.pk