Return and Exchange Policy

Return and Exchange Policy for Houlla

Introduction

At Houlla, we strive to provide high-quality products and a positive shopping experience. If you are not completely satisfied with your purchase, we offer a flexible return and exchange policy to ensure your satisfaction.

1. Eligibility for Returns and Exchanges

  • Time Frame: You may return or exchange items within [2 days] of receiving your order.
  • Condition of Items: To be eligible for a return or exchange, items must be in their original condition, unworn, unwashed, and with all tags attached. Items that are damaged, altered, or show signs of wear will not be accepted.

2. Non-Returnable Items

Certain items are not eligible for return or exchange, including:

  • Sale items or items purchased during a promotion.
  • Custom-made or personalized products.
  • Undergarments, swimwear, or any items where hygiene may be an issue.
  • Gift cards.

3. How to Initiate a Return or Exchange

  • Contact Us: To initiate a return or exchange, please contact us at [houlla.pk@gmail.com] with your order number and details of the items you wish to return or exchange.
  • Return Authorization: Upon approval, you will receive a Return Authorization (RA) number and instructions on how to return the item. Please do not send items back without an RA number.
  • Shipping: Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong or defective item). We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

4. Processing Returns and Exchanges

  • Inspection: Once we receive your returned item, it will be inspected to ensure it meets our return criteria.
  • Refunds: If approved, your refund will be processed, and a credit will be applied to your original method of payment within [insert number of days, e.g., 7-14 days]. Please note that original shipping costs are non-refundable.
  • Exchanges: If you requested an exchange, the new item will be shipped to you after we receive and inspect the returned item. If the exchange item is of higher value, you will be required to pay the difference. If the exchange item is of lesser value, a credit will be issued.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [Insert Contact Information]. We will arrange for a replacement or refund, including covering the return shipping costs. Please provide photos of the damage or defect to expedite the process.

6. International Returns and Exchanges

  • International Returns: For international orders, customers are responsible for return shipping costs, including any customs fees or duties that may apply. We recommend checking your country's return shipping policies before initiating a return.
  • Customs and Duties: Houlla is not responsible for any customs fees, duties, or taxes incurred on returns or exchanges.

7. Contact Information

For any questions or assistance with returns and exchanges, please contact us at:

  • Email: info@shophoulla.store