Exchange, Return & Refund Policy

At Lubana Store, we want you to love what you buy. If something isn't right, we're here to make it right. This policy explains how exchanges, returns, and refunds work for purchases made through lubanastore.com or our store at 96-Y Block, DHA Lahore.

1. Exchanges & Returns

1.1 Eligibility

You may request an exchange or return within 7 calendar days of receiving your order, provided that:

•        The item is unused, unworn, unwashed, and in its original condition with all tags still attached.

•        The original invoice and packaging are returned with the item.

•        The item has no Oduor, perfume scent, stains, alterations, or any sign of use.

•        The item is not from the "Final Sale" category (clearly marked on the product page).

1.2 What Can Be Exchanged

•        Items at regular price: eligible for exchange or refund (see Section 2 below).

•        Items purchased on sale/discount: eligible for exchange of equal or higher value. If the replacement costs more, you pay the difference. If it costs less, the balance is issued as store credit.

•        Items marked "Final Sale": not eligible for exchange or return.

•        Dupattas, shawls, and stoles: eligible for exchange only if the sealed hygiene packaging is unopened.

1.3 How to Request an Exchange or Return

Contact our customer service within 7 calendar days of delivery through any of these channels:

•        WhatsApp: +92 312 4186159

•        Email: info@lubanastore.com

•        Phone: (+92) 370 7470853, Mon–Sat 9 AM – 5 PM

Please include your order number, the item(s) you wish to exchange/return, and the reason. Our team will respond within 24 hours with instructions.

1.4 Return Shipping

•        You are responsible for return shipping costs on standard (non-defective) returns.

•        We recommend TCS or Call Courier for trackable shipping. Lubana Store is not responsible for items lost in return transit via non-tracked services.

•        For defective or wrong items, Lubana Store will arrange free pickup within Lahore or reimburse your courier cost up to Rs.299 outside Lahore.

1.5 Processing Time

Once we receive and inspect your returned item (typically 2–3 business days after arrival), we will process the exchange or refund within 7-10 business days. You will receive a confirmation via WhatsApp or email at each stage.

2. Refund Policy

2.1 Refund Options

When a return is approved, you can choose from the following refund methods:

•        Store Credit (Recommended): A voucher for the full purchase amount, sent to your registered email. Valid for 90 days on any product including sale items. This is the fastest option.

•        Original Payment Refund: For card or bank transfer payments, a refund to your original payment method within 7–10 business days. Your bank may take an additional 5–7 days to process.

•        Cash on Delivery (COD) Orders: Refunded via bank transfer. You will be asked for your IBAN via WhatsApp or email.

2.2 When Refunds Apply

•        Regular-priced items returned within 7 days in original condition.

•        Defective, damaged, or wrong items (regardless of sale status).

•        Orders cancelled by Lubana Store due to stock unavailability or pricing errors.

2.3 When Refunds Do Not Apply

•        Sale/discounted items (exchange only, not cash refund).

•        Items marked "Final Sale."

•        Items returned after the 7-day window.

•        Items showing signs of use, washing, alteration, or missing tags.

3. Damaged & Defective Items

If you receive a damaged, defective, or incorrect item (wrong size, wrong product, manufacturing fault), please contact us within 48 hours of delivery with:

•        Clear photographs of the damage or defect.

•        A photo of the shipping label/packaging.

•        Your order number.

Upon verification, we will:

•        Arrange a free return pickup (within Lahore) or reimburse courier costs up to Rs.500 (outside Lahore).

•        Send a replacement at no extra cost. If the same item is unavailable, you may choose an alternative of equal value or receive a full refund.

•        Defective/damaged claims are honored regardless of whether the item was purchased at full price or on sale.

We aim to resolve all damage claims within 48 hours of receiving your photos.

4. Order Cancellation

4.1 Before Dispatch

You may cancel your order free of charge at any time before it has been shipped. Contact us via WhatsApp or email with your order number. Orders are usually processed within 1–2 business days, so please reach out promptly.

•        Prepaid Orders: A full refund to your original payment method within 7–10 business days.

•        COD Orders: No charge — the order is simply cancelled.

4.2 After Dispatch

Once a tracking number has been generated, cancellation is no longer possible. You may refuse delivery, in which case:

•        Prepaid Orders: Refund issued minus shipping costs (outbound + return) once the item reaches our warehouse.

•        COD Orders: Refund issued minus shipping costs (outbound + return) once the item reaches our warehouse.

•         However, 3 or more refused deliveries may result in COD being disabled on your account.

4.3 Cancellation by Lubana Store

In rare cases, we may cancel an order due to stock unavailability, a pricing error, or an inability to verify payment/delivery details. You will be notified immediately and a full refund will be issued within 5–7 business days.

5. International Orders

•        Standard returns and exchanges are not available for international orders due to cross-border logistics.

•        If you receive a damaged, defective, or wrong item, contact us within 7 days of delivery with photographs. We will send a replacement after investigation.

•        If the replacement item is out of stock, you will be offered a full store credit or a full refund to your original payment method.

6. Contact Us

For any questions about this policy or to initiate a return, exchange, or cancellation:

•        WhatsApp: +92 312 4186159

•        Phone: (+92) 370 7470853, Mon–Sat 9 AM – 5 PM

•        Email: info@lubanastore.com

•        Visit Us: 96-Y Block, DHA Lahore

•        Hours: Mon–Sat: 9 AM – 5 PM 

Lubana Store reserves the right to update this policy at any time. Changes will be posted on this page with the updated effective date. Continued use of the website after changes constitutes acceptance.

 

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