Refund policy

At TMBROTHER, customer satisfaction is important to us. This policy explains the conditions under which returns, exchanges, replacements and refunds may be requested for orders delivered within Pakistan.

14-Day Return Request Period

You may submit a return request within 14 calendar days after receiving your order.

Submitting a return request within 14 days does not automatically guarantee approval. Every request is reviewed according to the eligibility conditions stated in this policy.

To qualify for a return, the product must:

  • Be unused, unworn, unwashed and undamaged
  • Be in the same condition in which it was received
  • Include all original tags, accessories, manuals and components
  • Be returned in its original packaging
  • Include the receipt, order confirmation or another valid proof of purchase

Products that do not meet these conditions may be refused or may not qualify for a full refund.

How to Request a Return

To request a return, contact us at:

info@tmbrother.com

Please provide:

  • Your full name
  • Order number
  • Contact number
  • Reason for the return
  • Clear photos or videos of the product, where applicable

If your return request is approved, our customer support team will provide the return address and return instructions.

Do not send any product back before receiving approval and return instructions from us. Products returned without prior authorization may not be accepted.

Damaged, Defective, Missing or Incorrect Products

Please inspect your order immediately after delivery.

If your order arrives damaged, defective, incomplete or incorrect, contact us within 48 hours of delivery.

Please provide clear photos or videos showing:

  • The product received
  • The original packaging
  • The courier shipping label
  • The damaged, defective, missing or incorrect item
  • An unboxing video, where available

After reviewing and verifying the issue, we may offer one of the following:

  • Replacement
  • Exchange
  • Full refund
  • Partial refund
  • Another appropriate solution

The solution offered will depend on the nature of the issue, product availability and the circumstances of the order.

Non-Returnable Products

The following products are generally not eligible for return:

  • Opened or used beauty products
  • Opened skincare, personal-care or hygiene products
  • Perishable products
  • Customized or personalized products
  • Products damaged through misuse, negligence or improper handling
  • Products that have been altered, washed or used
  • Products returned without original packaging, tags or accessories
  • Hazardous materials
  • Flammable liquids or gases
  • Gift cards
  • Clearance or final-sale products

Beauty, skincare, personal-care and hygiene products may only be considered for return if they were delivered damaged, defective, incomplete or incorrect.

Please contact us before placing an order if you are unsure whether a particular product is eligible for return.

Change-of-Mind Returns

Change-of-mind returns may be accepted at our discretion, provided that:

  • The return request is submitted within 14 calendar days of delivery
  • The product meets all return eligibility conditions
  • The product is not listed as non-returnable

For approved change-of-mind returns:

  • The customer is responsible for arranging and paying the return courier charges
  • Original delivery charges are non-refundable
  • The customer is responsible for ensuring that the product reaches us safely

We recommend using a reliable and trackable courier service when returning a product.

Incorrect Selection or Address

Customers are responsible for reviewing product selections, quantities, sizes, colours, variants and delivery details before placing an order.

Returns caused by an incorrect customer selection, personal preference or incorrect address may be treated as change-of-mind returns.

The customer may be responsible for return and redelivery charges in such cases.

Exchanges

For a different size, colour, variant or product, you may be asked to return the original item and place a new order after the return has been approved.

For damaged, defective or incorrect products, we may arrange a direct replacement or exchange where appropriate and subject to stock availability.

Any price difference or additional delivery charge may need to be paid before an exchange is dispatched.

Return Shipping Charges

The customer is responsible for return shipping costs for:

  • Change-of-mind returns
  • Incorrect product selection
  • Personal preference
  • Size or colour changes
  • Orders placed using incorrect customer information

If the return is due to a verified damaged, defective, incomplete or incorrect product supplied by TMBROTHER, we will review the case and provide the appropriate return or replacement instructions.

Do not send any parcel on a Cash on Delivery basis unless we have specifically authorized it.

Inspection of Returned Products

All returned products are inspected after they are received.

We may refuse or reduce a refund if the returned product:

  • Has been used, worn, washed or altered
  • Is damaged after delivery because of customer handling
  • Is missing packaging, tags, accessories or components
  • Is not the same product originally supplied
  • Does not meet the conditions stated in this policy

We will notify you after the inspection has been completed.

Refunds

If your return is approved after inspection, the refund will be processed through the original payment method where possible.

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

  • Bank transfer
  • Mobile wallet
  • Another mutually agreed payment method

Customers must provide accurate refund details. TMBROTHER is not responsible for delays caused by incorrect bank account or mobile-wallet information supplied by the customer.

Approved refunds are normally processed within 10 business days after approval.

Banks, card issuers and payment providers may require additional processing time.

If more than 15 business days have passed since your refund was approved, contact us at:

info@tmbrother.com

Refund Deductions

Where applicable, the following may be deducted from a refund:

  • Original shipping charges for change-of-mind returns
  • Return courier charges paid by TMBROTHER on the customer’s behalf
  • Missing accessories, packaging or components
  • Any reduction in value caused by customer handling beyond what is reasonably necessary to inspect the product

Order Cancellations

You may request cancellation before your order has been dispatched.

Cancellation requests are subject to the cancellation window displayed by our store and the order’s fulfilment status.

Once an order has been processed or shipped, cancellation may no longer be possible, and the order may need to be handled through the standard return procedure.

TMBROTHER reserves the right to hold or cancel an order in cases involving:

  • Incorrect pricing
  • Product unavailability
  • Incomplete or inaccurate customer information
  • Failed order verification
  • Failed payment
  • Delivery restrictions
  • Suspected fraudulent or abusive activity

If we cancel a prepaid order, any eligible payment received will be refunded through the original payment method or another agreed method.

Policy Abuse

We reserve the right to refuse a return, refund, exchange or future order where we reasonably suspect:

  • Fraudulent claims
  • Repeated misuse of the return process
  • Product substitution
  • False information
  • Intentional product damage
  • Abuse of promotional offers
  • Abuse of Cash on Delivery services

Contact Information

TMBROTHER
Bahria Town, Islamabad, Pakistan
Email: info@tmbrother.com