Refund policy

At Bag By Alaya, customer satisfaction is our top priority. If you experience any issue with your order, we’re here to help.

✔ Refund Eligibility

You may request a refund if:

• You received a damaged or defective product
• You received the wrong item, color, or variant
• The product is unused, unwashed, and in original packaging 
• You report the issue within 48 hours of delivery

Refunds are issued after inspection once the returned product reaches us.

✔ Exchange Eligibility

You may request an exchange for:

• Wrong size/color received
• Product quality concerns
• Any valid issue reported within 48 hours of delivery

Replacement will be shipped after we receive and inspect the returned item.

❌ Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible:

• Accessories such as keychains or decorative add-ons
• Items damaged due to customer misuse

📦 Return/Exchange Process

1. Contact us on WhatsApp with your order number and issue details
2. Send product pictures/videos for verification
3. Our team will approve the claim if eligible
4. Return the item to our address in Rawalpindi

5. After inspection, refund or replacement will be processed

Note:
Return courier charges are paid by the customer unless the item received was wrong or damaged.

⏳ Time Required

• Inspection: 1–2 working days
• Refund/Exchange processing: 3–5 working days