At SAPPHIRE, your satisfaction is our priority. We offer a simple and hassle-free process for exchanges, returns, and refunds.

Eligibility Criteria

To initiate your exchange, please reach out to our customer care team at wecare@sapphire-online.com, contact us at +92 (0)42 111-738-245, or visit a store with the following eligibility criteria:

• Exchange & return are valid within 14 days after delivery/purchase (online & in-store).
• Items must be unused, with tags intact and in original condition.
• Valid proof of purchase is mandatory (receipt / confirmation email).
• Evidence is required for defective, incorrect, or wrong-size items.
• For sale or discounted items: Exchange is possible within 7 days (one time only).

Exchange Policy (Online / In-Store)

• Exchange is possible with an item of equal value or by paying the difference (online/in-store).
• Exchanged items will be shipped or handed over once the received item is checked and verified as per the eligibility criteria (online & store).
• Doorstep pickup facility is available and can be arranged at your preferred time:
  • For incorrect or damaged items, SAPPHIRE will bear the delivery charges.
  • For change of mind, an 20 fee will be applied.
  • Processing takes 4–5 business days after warehouse verification.
• In case the customer visits a store, the item will be exchanged based on availability. Shipping charges will not be deducted.
• If the requested item is out of stock, customers will be issued a refund, voucher, or store credit of equivalent value.

Return & Refund Policy (Online / In-Store)

Online Return

• Returns are applicable for defective, damaged, or incorrect items only.
• Refunds against returned items will be processed once the item is received, checked, and verified as per the eligibility criteria (online & in-store).
• Doorstep pickup facility is available and can be arranged at your preferred time:
  • For incorrect or damaged items, SAPPHIRE will bear the delivery charges.
  • For change of mind, an 20 fee will be applied.
  • Processing takes 4–5 business days after warehouse verification.
• If the customer visits a store, an instant refund will be provided after verification by the store staff.
• Refunds can be issued via the same payment method, voucher, store credit, or store memo.

For paid order cancellations (if not shipped) or undelivered orders, a full refund will be provided within 7–14 working days.