At Lightweight Genius, your satisfaction is our top priority. We are committed to providing you with a straightforward, fair, and customer-friendly return and exchange process. This policy outlines the terms, conditions, and steps for requesting an exchange, return, or refund for products purchased through [lightweightgenius.com].
1. Eligibility for Exchange or Return
Conditions for Exchange/Return: The product must be unused, in the same condition as it was received, and with all original packaging, tags, and accessories.
Inspection on Delivery: We encourage you to inspect your product immediately upon delivery. Please ensure you check for any visible damage or defects while the courier is present. It’s highly recommended that you record an unboxing video as proof. We cannot process returns based on verbal claims alone.
Exchange First: If your product is damaged or defective, we will first attempt to offer an exchange. If the exchanged product is also damaged or defective, only then will you be eligible for a return.
Proof of Purchase: For any exchange or return requests, you must provide the invoice or proof of purchase received with your delivery. This ensures we can accurately track your order and process your request.
Return Window: You have 36 hours from the time of delivery to initiate an exchange or return if the product is damaged or defective.
2. How to Initiate an Exchange or Return
To request an exchange or return, follow these simple steps:
- Contact Us: Reach out to our support team via email at [wahab.laeeq667@gmail.com] or through WhatsApp within 36 hours of receiving your order. Please include:
- Your order number
- A description of the issue
- An unboxing video (to confirm any damage or defects)
- Invoice or Proof of Purchase (that you get on Delivery)
Exchange Approval: Our team will review your request and respond within 24 hours. If your exchange is approved, we will send instructions for the exchange process.
Return Authorization: If you are eligible for a return after an exchange attempt, you will receive a return authorization with detailed instructions.
3. Return & Exchange Costs
- Damaged or Defective Items: If your item is confirmed to be damaged or defective, Lightweight Genius will cover the cost of return shipping.
- Customer-Initiated Returns: If the return is due to a change of mind or not related to a fault on our part, you will be responsible for the return shipping costs.
4. Refund Process
If you request a refund, please note the following:
- Refund Method: Refunds will be issued via your original payment method (not applicable for Cash on Delivery). For a refund, you must provide your online payment method (e.g., JazzCash, Easypaisa, or Bank Account details) via WhatsApp.
- Timeframe for Refund: Once we have received the returned item, please allow 7-10 business days for your refund to be processed.
6. Customer Support
If you have any questions or need assistance with an exchange, return, or refund, please don’t hesitate to contact our customer support team:
- Email: [wahab.laeeq667@gmail.com]
- WhatsApp: Available for queries, refund requests, and payment details exchange
- Address: Lightweight Genius, Multan, Pakistan
Thank you for choosing Lightweight Genius! We are here to ensure that you have a positive experience and receive products that exceed your expectations.