Refund policy

Return & Refund Policy

Last Updated: July 2026

Welcome to OnTop Garments. Customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

By placing an order through ontopgarment.com, you agree to the terms outlined in this policy.

1. Eligibility for Returns

We accept returns only if the following conditions are met:

The return request is submitted within 7 days of receiving the order.
The item is unused, unworn, unwashed, and in its original condition.
All original tags, labels, packaging, and accessories are attached.
The item is free from stains, perfumes, odors, alterations, or any signs of wear.
Proof of purchase (Order Number or Invoice) is provided.

Items returned without meeting these conditions may not qualify for a refund or exchange.

2. Items That Cannot Be Returned

For hygiene and quality reasons, the following items are not eligible for return:

Worn garments
Washed products
Damaged items caused by customer misuse
Products without original tags
Products purchased during clearance or final sale (unless received damaged or incorrect)
Gift cards (if applicable)

3. Size Exchange Policy

If the size ordered does not fit, we offer a size exchange subject to product availability.

Conditions:

Exchange request must be made within 7 days of delivery.
Product must be unused and in original condition.
Customer is responsible for the shipping charges associated with size exchanges unless the wrong size was shipped by OnTop Garments.

If the requested size is unavailable, customers may choose another available size or receive store credit.

4. Wrong Item Received

If you receive an incorrect product, incorrect size, or incorrect color due to our mistake, please contact us within 48 hours of delivery.

We will:

Arrange replacement of the correct item.
Cover all shipping costs related to the replacement.
Ensure the issue is resolved as quickly as possible.

Photos of the received product may be required for verification.

5. Damaged or Defective Products

If your order arrives damaged or has a manufacturing defect, please notify us within 48 hours after delivery.

Please provide:

Order Number
Clear photos of the damaged product
Photos of the packaging

After verification, we will offer one of the following:

Replacement
Exchange
Full refund
Store credit

depending on product availability and the nature of the issue.

6. Return Process

To initiate a return, please contact us using the following details:

Email: ontopgarment@gmail.com

Phone / WhatsApp: +92 311 4442928

Please include:

Full Name
Order Number
Reason for Return
Photos (if applicable)

Our customer support team will guide you through the return process.

Returns sent without prior approval may not be accepted.

7. Return Shipping

Unless the return is due to our error, customers are responsible for return shipping costs.

Shipping charges paid during the original purchase are non-refundable unless:

Wrong item was shipped
Product arrived damaged
Manufacturing defect exists

8. Inspection of Returned Items

After receiving your returned item, our quality control team will inspect it.

Inspection generally takes 2–5 business days.

If approved, we will process your replacement, exchange, store credit, or refund accordingly.

If the returned product does not meet our return conditions, it may be sent back to the customer.

9. Refund Policy

Once your return is approved, refunds will be processed using the original payment method whenever possible.

For Cash on Delivery (COD) orders, refunds may be issued through:

Bank Transfer
JazzCash
EasyPaisa

Refunds are generally processed within 7–10 business days after approval.

Processing time may vary depending on banks or payment providers.

10. Exchange Policy

We gladly exchange products for:

Wrong Size
Wrong Color (if shipped incorrectly)
Manufacturing Defects
Wrong Item Delivered

Exchange requests are subject to stock availability.

If the requested item is unavailable, customers may choose another product of equal value or pay the price difference for a higher-priced item.

11. Order Cancellation

Customers may request cancellation before the order has been dispatched.

Once the parcel has been shipped, cancellation requests cannot be accepted.

If the shipment is refused without prior notice, future Cash on Delivery orders may be declined.

12. Color & Product Appearance

We make every effort to display product colors accurately.

However, slight variations may occur due to:

Mobile screens
Computer monitors
Lighting conditions
Photography

Such minor differences shall not be considered product defects.

13. Incorrect Customer Information

Customers are responsible for providing accurate:

Name
Address
Phone Number
Delivery Information

OnTop Garments is not responsible for delivery delays or failed deliveries caused by incorrect information provided during checkout.

14. Refused Deliveries

If a customer refuses delivery without a valid reason after shipment, OnTop Garments reserves the right to refuse future Cash on Delivery orders from that customer.

15. Fraud Prevention

For security purposes, OnTop Garments reserves the right to refuse returns or refunds if fraudulent activity, abuse of our return policy, or suspicious purchasing behavior is detected.

16. Non-Returnable Circumstances

Returns will not be accepted for:

Damage caused after delivery
Normal wear and tear
Improper washing
Improper handling
Unauthorized alterations
Products returned after the return period

17. Force Majeure

OnTop Garments shall not be held responsible for delays or inability to process returns or refunds due to circumstances beyond our reasonable control, including but not limited to natural disasters, strikes, government restrictions, courier disruptions, or other unforeseen events.

18. Changes to This Policy

We reserve the right to modify this Return & Refund Policy at any time without prior notice.

Any updates will be posted on this page with a revised "Last Updated" date.

Customers are encouraged to review this policy periodically.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us.

OnTop Garments

Website: ontopgarment.com