Refund policy

Last Updated: 09 July 2026

This Return & Exchange Policy applies to purchases made through Image Fashionway (“Image Fashionway”, “we”, “us”, “our”, or “Company”) through [Website URL].

Please read this policy carefully before placing an order. By placing an order, you agree to this policy.

1. Return Window

Eligible products may be returned within [5-7] days from the date of delivery.

To be eligible for a return, the product must be returned in its original condition, including all original tags, labels, packaging, accessories, and any complimentary items received with the order.

A return request made after the applicable return window may not be accepted.

2. Return Eligibility

A product may be eligible for return if:

• You received a damaged or defective product.

• You received an incorrect product, size, colour, or item different from what you ordered.

• The product has a manufacturing defect.

• The product is eligible for a size exchange or return under this policy.

• The product is unused, unworn, unwashed, unaltered, and in resalable condition.

• All original tags, labels, packaging, and accessories are intact.

We may refuse a return if the product does not meet the above conditions.

3. Exceptions / Non-Returnable Items

3.1 Product-Specific Return and Exchange Eligibility

The following table provides general eligibility guidance. Product-specific conditions shown on the relevant product page or at checkout will apply where they differ.

4. Exchange Policy

We offer exchanges for eligible products, subject to stock availability.

4.1 Size Exchange

Size exchanges may be available for eligible clothing products within [7] days from the date of delivery.

The requested replacement size must be available at the time the exchange is processed.

4.2 Exchange Conditions

To request an exchange:

• The product must meet all return eligibility conditions.

• The exchange request must be raised within the applicable return window.

• Exchanges are subject to stock availability.

4.3 Price Difference

If the replacement product has a higher price, you may be required to pay the difference before dispatch.

If the replacement product is priced lower than the original product, no refund will be provided for the price difference. You can choose one or more additional eligible products during the same exchange to use the remaining amount.

5. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, missing, or incorrect product, please contact us within [48 hours] of delivery.

To help us review your request, please share clear photographs of the product, packaging, shipping label, and the issue reported. An unboxing video is encouraged where available, as it may help us investigate the claim more quickly.

Do not use, wash, alter, or remove tags from a damaged, defective, or incorrect product before contacting us, unless necessary for safety reasons.

After reviewing the request, we may offer a replacement, exchange, refund, or another appropriate resolution.

6. How to Request a Return or Exchange

To request a return or exchange, contact us through:

Email: [Support Email Address]
Phone / WhatsApp: [Support Phone Number]
Return Request Link: [Return Request Page URL, if applicable]

Please provide:

• Order number

• Name and registered phone number

• Product name

• Reason for return or exchange

• Supporting photographs or videos, where applicable

We will review your request and provide return instructions, pickup details, or further information.

Do not send products back without receiving return instructions from us. Products sent without authorization may not be accepted

6.1 Return Process

The usual return process is as follows:

1. You submit a return or exchange request within the applicable return window.

2. We review the request and may ask for supporting details or photographs.

3. If approved, we arrange reverse pickup or provide self-shipping instructions.

4. The returned product is received and inspected.

5. We approve or reject the return based on the conditions in this policy.

6. For approved returns, we initiate a exchange, replacement as applicable.

7. Return Pickup and Shipping Charges

7.1 Damaged, Defective, or Incorrect Products

If a return is approved because the product is damaged, defective, or incorrect, we will arrange a return pickup or reimburse reasonable return-shipping charges, where applicable.

7.2 Size or Preference-Based Returns

For returns or exchanges requested because of size preference, colour preference, change of mind, or other non-defect reasons:

• Return pickup availability may depend on your location.

• Return shipping or pickup charges of [Amount / “as communicated during the return request”] may apply.

• Original shipping charges and other service charges may be non-refundable unless the return is due to our error.

7.3 Non-Serviceable Pickup Locations

If reverse pickup is not available at your location, you will be required to self-ship the product to the return address provided by us. The cost of self-shipping will be borne by the customer and will not be reimbursed.

7.4 Packaging Requirements

Returned products should be securely packed to prevent damage during transit. We may reject claims for damage that occurs because of inadequate packaging during return shipment.

8. Inspection and Approval

All returned products are subject to inspection after they are received by us or our authorized logistics partner.

We may approve, reject, or partially approve a return or exchange based on the product condition and compliance with this policy.

A return may be rejected if:

• The product is used, worn, washed, altered, damaged, or soiled.

• Tags, labels, packaging, accessories, or complimentary items are missing.

• The product does not match the product originally shipped by us.

• The return request was made after the return window.

• The product falls under a non-returnable category.

• The return does not meet the conditions stated in this policy.

If a return is rejected, we may return the product to you at your cost, where applicable.

11. Refused Delivery and Failed Delivery

Customers should ensure that they are available to receive their order and that the delivery address and phone number provided are accurate.

If an order is returned to us because of an incorrect address, repeated unsuccessful delivery attempts, refusal to accept delivery, or customer unavailability:

• Customers are responsible for all applicable shipping, return-to-origin (RTO), and handling charges.
• Re-delivery may require payment of additional shipping charges.

12. Contact Us

For return, exchange, cancellation, or refund assistance, contact us:

Business Name: Image Fashionway
Website: [Website URL]
Email: [Support Email Address]
Phone / WhatsApp: [Support Phone Number]
Return Address: [Return / Business Address]