FAQ

Frequently Asked Questions

1. How do I start a return or exchange?

To initiate a return, ensure your item meets our eligibility criteria and ship it back to our warehouse within 4–7 days of delivery. For exchanges or faulty items, please contact us via WhatsApp at +92 31 11 555493 or email thegreatgears@gmail.com.

2. Who pays for return shipping?

The customer is responsible for the cost and arrangement of return shipping. We recommend using a tracked courier service, as the parcel remains your responsibility until it is checked into our warehouse.

3. Can I get a refund on an order over Rs. 10,000?

Orders exceeding Rs. 10,000 are eligible for exchange only. We do not offer cash refunds for high-value orders.

4. How long does a refund take to show up in my bank?

Once we receive and approve your return, we initiate the refund within 5–7 days. However, depending on your bank's policy, it can take up to 30 days to reflect in your account.

5. Can I exchange an item bought on sale?

No. All items purchased during a sale are considered final sale and are not eligible for exchange or return.

6. Is there a fee for exchanging an item?

Yes, a flat exchange fee of PKR 250 applies to all exchange requests to cover processing and handling.

7. What happens if the item I want for exchange is out of stock?

If your preferred size or color is unavailable, we will offer you an item of similar value. If your original order was under Rs. 10,000, we can also issue a refund or store credit.

8. Which items are non-returnable?

For hygiene reasons, we cannot accept returns or exchanges on underwear and socks. Additionally, any items that are washed, worn, or missing their original tags will be rejected.

9. I received a faulty item. What should I do?

Please contact us within 4–7 days of delivery with photos and a description of the defect. We will evaluate the claim and provide a replacement. In some cases, you may not need to ship the faulty item back.