Refund & Returns Policy
Our refund and returns policy lasts 7 days. If 7 days have passed since your purchase, we are unable to offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all tags intact.
Several types of goods are exempt from being returned. We do not accept returns on items that have been washed, altered, or worn. We also do not accept products that are innerwear, undergarments, or intimate apparel due to hygiene reasons.
Additional non-returnable items:
- Sale or discounted items
- Gift cards
- Items purchased during special promotions or clearance events
To complete your return, we require a receipt or proof of purchase (order confirmation email or order number).
Please do not send your purchase back without contacting us first.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged, or missing tags/packaging for reasons not due to our error
- Any item that is returned more than 7 days after delivery
- Items showing signs of use, staining, or alteration
Refunds
Once your return is received and inspected, we will send you a notification via email or WhatsApp to confirm that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and credited back to your original payment method or bank account within 5–7 business days.
Late or Missing Refunds
If you haven’t received your refund yet, please follow these steps:
- First, check your bank account or mobile wallet again
- Contact your bank or payment provider — there is often some processing time before a refund is officially posted
- If you have done all of the above and still have not received your refund, please contact us at familycollectionfsd@gmail.com
Sale Items
Only regular-priced items may be refunded. Sale items, discounted items, and promotional purchases cannot be refunded.
Exchanges
We only replace items if they are defective, damaged, or incorrectly sent. If you need to exchange an item for the same product, please email us at familycollectionfsd@gmail.com within 7 days of receiving your order. We will guide you through the exchange process.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received and approved, a gift voucher will be issued to you.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves first, we will send the refund to the original purchaser.
Shipping Returns
To return your product, please contact our customer service team first at familycollectionfsd@gmail.com and we will provide you with the return address.
You will be responsible for paying your own return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund amount.
We strongly recommend using a trackable courier service when returning items, as we cannot guarantee receipt of your returned item without tracking. Family Collection is not liable for items lost in return transit.
Need Help?
Contact us at familycollectionfsd@gmail.com or reach out via our website contact form for any questions related to refunds and returns. Our customer service team is available Monday to Saturday, 10am – 6pm PKT.