#1. Two different situations, two different rules
Almost every returns dispute in this trade comes from blurring these together. They are separate and the difference decides who pays.
- Something is wrong with the goods
- Faulty, damaged in transit, not as described, or not what you ordered. Your statutory rights apply, we bear every cost including collection and the original delivery charge, and the time limits in section 3 do not cut across the guarantee period.
- You changed your mind
- The piece is exactly as described and in perfect condition, but you have decided against it. This is a courtesy we offer rather than an obligation, within 7 days, with a collection charge, and it does not apply to anything made to order.
#2. If something is wrong with the goods
Contact us at sales@vevarte.com, on WhatsApp at +92 300 7512464, or come into the showroom. Send a photograph if you can — it very often lets us identify the problem and dispatch the right part or the right person first time.
- We collect at our cost, at a time that suits you.
- You choose: repair, replacement, or a full refund including the original delivery charge. For a fault found in the first thirty days that choice is entirely yours. After that we may reasonably propose a repair first, and if the repair does not hold, the refund still stands.
- You do not need the original packaging. Nobody keeps a wardrobe box for a month and a policy that pretends otherwise is a policy designed to refuse claims.
- You do not need the original receipt if we can find the order — we keep every order for seven years and can look it up from your phone number.
Faults appearing later are covered by the Warranty Policy, which runs well beyond this returns window and is a separate promise.
#3. If you have changed your mind
Tell us within 7 days of delivery. The piece must be unused, unmarked, complete with fittings and in a resaleable state.
| Situation | Collection charge | You receive back |
|---|---|---|
| You collected it from the showroom and return it yourself | None | The full price |
| Stocked piece, DHA and Lahore Cantt | Rs 2,500 | The price, less the collection charge |
| Stocked piece, elsewhere in Lahore | Rs 3,500 | The price, less the collection charge and the original delivery charge |
| Stocked piece, intercity | The actual freight cost, quoted before we book it | The price, less both freight legs |
| Made-to-order, commissioned or bespoke | Not returnable for change of mind | — |
If the piece comes back marked, scratched, assembled and disassembled, or with fittings missing, we will tell you what we found — with photographs — and may reduce the refund by the cost of putting it right. We will not reduce it without showing you the evidence, and if you disagree we will send the piece back to you at our cost rather than keep both the goods and the money.
#4. What cannot be returned for change of mind
- Made-to-order, commissioned and bespoke pieces — anything cut, built, upholstered or finished to your specification. It cannot be resold to anyone else, which is the whole reason for the exclusion.
- Customised stock — a standard piece in a fabric, stain or dimension you chose.
- Original artwork and one-off pieces sold as such, where the sale was documented as final at the point of purchase.
- Fabric, leather and finish samples, which are supplied free in the first place.
- Clearance and showroom-floor pieces sold as seen, where the reduction was for a disclosed mark or wear and that was recorded on the invoice.
- Anything used, sat on for a fortnight, or fitted into a wall.
#5. How a return actually runs
- Tell us — email, WhatsApp or in person. Give the order number if you have it, or the phone number you ordered with.
- We confirm in writing what is being returned, on what basis, and what the refund will be. Nothing is collected before you have that in writing.
- We collect. Within Lahore, usually within two working days.
- We inspect within 3 working days of the piece arriving back and email you the outcome, with photographs if there is anything to raise.
- We refund within 10 working days of passing inspection.
#6. How refunds are paid
Always to the original method of payment. Card refunds go back to the card; bank transfers go back to the sending account; cash and cash-on-delivery are refunded by bank transfer to an account in the buyer's name, because handing back six figures in cash is neither safe nor auditable.
We issue the refund within 10 working days. Your bank then takes its own time — typically two to three working days for a local transfer and up to ten for a card, entirely outside our control. We will send you the transaction reference so you can chase it if it stalls.
Store credit is available if you prefer it, valid for twelve months, and we will add 5% to the value as a thank-you. It is always an option and never a substitute — you can insist on the money.
#7. Exchanges
Within 7 days of delivery you may exchange a stocked, unused piece for another. Pay the difference if the new piece costs more; we refund the difference if it costs less. One collection and one redelivery are included free within DHA and Lahore Cantt.
#8. Your statutory rights
This policy adds to your rights under the Sale of Goods Act 1930 and the Punjab Consumer Protection Act 2005; it does not replace them. If any part of it gives you less than the law does, the law applies. If we and you disagree about whether something is faulty, the Complaints & Dispute Resolution Policy sets out how that gets resolved — including an independent inspection that we pay for.