EQ1 Return & Exchange Policy

I know the feeling.
You wait for your order, open the package, and sometimes… it’s just not right.

At EQ1, I want your experience to feel fair even after delivery. If the size feels off, your plans change, or something arrives damaged, I’ve kept the return and exchange process simple and clear.

You have 7 days from the delivery date to request a return or exchange.

Before you start, please make sure

  • The item is unworn and unwashed
  • Original tags and packaging are intact
  • You have your order number

1. How to Start a Return or Exchange

I don’t use complicated portals. Just reach out, and I’ll take care of it.

To begin:

  • Email us at info@theeqone.com
  • Or use the Contact Us form on our website

Please include:

  • Your full name
  • Order number
  • Reason for return or exchange
  • Clear photos (only if the item is damaged, defective, or incorrect)

I usually respond within 2–3 business days with the next steps.

2. Return & Exchange Charges

No surprises here. I keep the charges straightforward.

  • Rs. 100 flat handling fee for all returns and exchanges
  • You’ll ship the item yourself, unless I advise otherwise
  • If you self-ship and your return is approved, I’ll reimburse up to Rs. 100
  • One return or exchange per order only

3. What You Can Return or Exchange

Most regular-priced clothing items are eligible.

To qualify:

  • Item must be unused and unwashed
  • Tags and packaging must be intact
  • Request made within 7 days of delivery
  • Item must not fall under non-returnable categories

Items that don’t meet these conditions may be declined.

4. What Can’t Be Returned

Some items can’t go back. It’s about hygiene and fairness.

Non-returnable items include:

  • Worn, washed, perfumed, or stained products
  • Items without original tags or packaging
  • Sale or discounted items (size exchange may apply)
  • Custom-made or limited drop products
  • Bundle or pack purchases (only size exchange allowed)

5. Size Exchanges

Got the wrong fit? Happens to all of us.

What’s allowed:

  • Exchange for the same product in a different size
  • Swap within the same product category
  • Pay the price difference, if any
  • Rs. 100 shipping charge applies
  • Request must be within 7 days of delivery

Bundle items are eligible for size exchange only, not refunds.

6. Refund Process

I inspect every return before approval. Once cleared, things move fast.

Timeline:

  • Inspection: 1–2 working days after receiving the item
  • Refund issued: 3–5 business days after approval
  • Amount goes back to the original payment method

For COD orders:
Refunds are processed via bank transfer or store credit.

If you self-ship, reimbursement is capped at Rs. 100 once approved.

I’ll notify you by email or WhatsApp when your refund is processed.

7. Self-Shipping Your Return

If reverse pickup isn’t available in your area, you’ll need to send the item yourself.

Return address will be shared after approval.

Guidelines:

  • Use a trackable courier (Speed Post works best)
  • Add a note inside with:
    • Order ID
    • Registered phone number
  • Pack securely to avoid transit damage

8. Order Marked “Delivered” but Not Received?

That’s stressful. Let’s fix it fast.

  • Email: info@theeqone.com
  • Contact us within 24 hours of delivery confirmation

I’ll investigate and update you.

9. Legal Disclaimer

This policy follows Pakistan Consumer Protection Laws.

EQ1 reserves the right to:

  • Decline returns that don’t meet these conditions
  • Refuse repeated returns on a single order
  • Update this policy at any time

Last updated: 10/07/2025