Our Commitment to Your Satisfaction

At The CARisma Co, we understand that sometimes a part or accessory may not be the perfect fit, or you might simply change your mind. That's why we offer a straightforward, customer‑friendly return and exchange policy. We want you to shop with confidence, knowing that your satisfaction is our top priority.

This policy outlines the conditions, timelines, and procedures for returning or exchanging products purchased from our boutique. Please read it carefully before initiating a return.

Return Eligibility

To be eligible for a return or exchange, the following conditions must be met:

• Timeframe: You have 07 days from the date of delivery to request a return or exchange.
• Condition: The item must be unused, uninstalled, and in its original packaging with all tags, manuals, and accessories included.
• Proof of Purchase: A valid order number or receipt is required to process your request.
• Non‑Returnable Items: Certain products cannot be returned, including:
  • Custom‑ordered or personalised parts.
  • Electrical components that have been installed or opened (warranty claims may still apply).
  • Fluids, oils, or consumable items.
  • Clearance or final sale items (marked as "non‑returnable").

Exchange Policy

If you need a different size, model, or colour, we offer hassle‑free exchanges subject to stock availability. Here's what you need to know:

• Eligibility: Exchanges are allowed within the same 30‑day window and follow the same condition requirements as returns.
• Process: Contact our support team to arrange the exchange. We will confirm availability of the desired item and provide you with return instructions.
• Shipping: You will be responsible for the shipping costs to return the original item. We will ship the exchange item to you at no extra charge (within Pakistan).
• Price Difference: If the exchange item is of a higher value, you will be invoiced for the difference. If it is lower, we will refund the difference after receiving the returned item.

Warranty & Defective Items

We stand behind the quality of our products. If you receive a defective or faulty item, you are covered by our warranty policy:

• Manufacturing Defects: Performance parts and accessories come with a 1‑year warranty against manufacturing defects. Electrical components are covered for 6 months.
• What to Do: If you believe your item is defective, contact our support team with photos or a video showing the issue. We will assess the claim and arrange for a replacement or refund.
• Shipping for Warranties: If the defect is confirmed, we will cover the return shipping costs and send you a replacement at no additional charge.
• Exclusions: Warranty does not cover damage caused by improper installation, misuse, accidents, or normal wear and tear.

How to Initiate a Return or Exchange

We've made the process simple and transparent. Just follow these steps:

• Step 1 – Contact Us: Reach out to our support team via email, phone, or live chat within 30 days of delivery. Provide your order number and the reason for return/exchange.
• Step 2 – Receive Authorisation: Our team will review your request and provide you with a Return Merchandise Authorisation (RMA) number and return shipping instructions.
• Step 3 – Pack & Ship: Carefully pack the item in its original packaging, include all accessories and the RMA number, and ship it to the address provided.
• Step 4 – Inspection & Processing: Once we receive the return, our team will inspect the item to ensure it meets the eligibility criteria. This typically takes 2‑3 business days.
• Step 5 – Refund or Exchange: If approved, we will process your refund or dispatch the exchange item. You will receive a confirmation email with the details.

Refund Processing

Once your return is approved, we will issue a refund to your original payment method. Here's what to expect:

• Timeline: Refunds are processed within 5‑7 business days after the returned item has been inspected and approved.
• Payment Method: The refund will be credited to the same card, mobile wallet, or bank account used for the original purchase.
• Partial Refunds: In cases where the item shows signs of use or missing parts, a partial refund may be issued at our discretion.
• Shipping Costs: Original shipping fees are non‑refundable unless the return is due to our error (e.g., wrong item, defective product).
• COD Orders: For Cash on Delivery orders, refunds will be processed via bank transfer. We will contact you to arrange the details.

If you haven't received your refund after 10 business days, please check with your bank or contact our support team for assistance.

Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return:

• Due to Our Error: If you received a wrong, damaged, or defective item, we will cover the return shipping costs. We will provide you with a prepaid shipping label or arrange a pickup.
• Change of Mind / No Longer Needed: If you are returning an item for any other reason (e.g., you changed your mind, ordered the wrong part), you are responsible for the return shipping costs.
• Exchanges: You will be responsible for the shipping cost to return the original item. We will cover the shipping for the new item.

We recommend using a trackable shipping service to ensure your return is delivered safely. We are not responsible for items lost during return shipping.

International Returns

For customers outside Pakistan, please note:

• You are responsible for all return shipping costs and any customs duties or taxes incurred.
• We recommend using a courier that provides tracking and insurance.
• Returned items must be clearly marked as "Returned Goods" to avoid additional customs charges.
• International returns may take longer to process due to shipping and customs clearance.

If you have any questions, please contact our support team before shipping the item back.

Return & Exchange Support

Our dedicated support team is here to assist you with any return or exchange inquiries. Reach out to us through any of the following channels:

• Email: returns@carismaco.com – we respond within 6 hours.
• Phone: +92 300 1234567 (Mon–Sat, 9 AM – 8 PM PKT).
• Live Chat: Click the chat bubble on our website for instant help.
• WhatsApp: +92 300 1234567 for quick queries and updates.

We are committed to resolving your issue promptly and fairly. Your satisfaction is our success.