Refund policy

Return, Exchange, Refund & Delivery Policy

At Daigen & Co, we want customers to know exactly what to expect before and after purchase. This policy explains our exchange, replacement, refund, and delivery terms for orders placed on our website.

Exchange Eligibility

We offer exchanges on eligible items within 7 working days of delivery. We do not offer change-of-mind returns for refunds.

To be eligible for an exchange, or for an approved return relating to a damaged, defective, or incorrect item, your item must be:

  • unused, unworn, and unwashed
  • in the same condition that you received it
  • with original tags attached
  • in its original packaging
  • accompanied by the receipt or proof of purchase

How to Start an Exchange or Claim

To start an exchange request, damaged item claim, or incorrect item claim, please contact us at info.daigenco@gmail.com

After you contact us, our customer support team will review your request and, if applicable, send you the exchange form along with instructions on how and where to send your parcel.

Please do not send any item back before contacting us first. Items sent back without prior approval will not be accepted.

We do not accept onsite exchanges. Approved items must be sent back through a traceable courier service. Unless the item received was damaged, defective, or incorrect, return courier charges are the customer’s responsibility.

For any return, exchange, refund, or delivery questions, you can contact us at info.daigenco@gmail.com

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Claims for damaged, defective, or incorrect items must be reported within 2 working days of delivery.

Please include:

  • your order number
  • clear photos of the item received
  • clear photos of the packaging
  • a brief description of the issue

Please allow up to one week for the processing of damage and claim requests.

Non-Returnable and Non-Exchangeable Items

We cannot accept exchanges or returns for items that:

  • have been used, worn, washed, stained, or carry odors or perfume scents
  • do not have their original tags or original packaging
  • are returned after the applicable request window
  • were purchased on sale, discount, clearance, or promotion

If an item was purchased at regular price and later goes on sale, any approved exchange will be processed at the current sale price.

Gift cards, if offered, are non-returnable and non-refundable.

Exchanges

Eligible items purchased from our online store may be exchanged, subject to approval and compliance with this policy.

To request an exchange, you must contact us within 7 working days of delivery. Our representative may provide an exchange form, which must be completed and included inside the parcel when returned.

We reserve the right, at our sole discretion, to accept or deny any exchange request that does not meet our policy requirements.

Refunds

We do not offer refunds for change-of-mind purchases. Items purchased from our online store are generally exchange only.

A refund may be approved only for a damaged, defective, incorrect, or unavailable item, or where otherwise required by applicable law.

If a refund is approved, we will notify you once we have received and inspected the item, or reviewed the claim, and let you know whether the refund has been approved or not.

If approved, the refund will be issued to your original payment method within 10 business days of approval. Please note that it may also take some time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info.daigenco@gmail.com

Delivery Information

Order cut-off time: 4:00 PM
Time zone: (GMT+05:00) Pakistan Standard Time (Karachi)

Handling time: 1–2 business days (Monday to Saturday)
Transit time: 2–5 business days (Monday to Saturday)
Estimated total delivery time: 3–7 business days

Shipping charges within Pakistan: PKR 299 on orders below PKR 5000. Free shipping is available on orders above PKR 5000.

Delivery timelines are estimates and may vary during public holidays, sale periods, weather disruptions, courier delays, or other events outside our control.

Contact Us

If you have any questions about returns, exchanges, refunds, shipping, or delivery timelines, please contact us at info.daigenco@gmail.com