1. GENERAL

1.1. At “Folia Creatives”, we are committed to providing high-quality products. Whilst we hope you are delighted with your order; we do not offer any return or exchange under normal conditions.

1.2. "Normal conditions" typically refer to situations where the product is delivered as described, without defects or errors in workmanship, and meets the quality standards set by “Folia Creatives”. In such cases, where the product meets our quality control standards and matches the description provided at the time of purchase, “Folia” does not offer returns or exchanges. This policy is in line with our commitment to providing high-quality products and ensuring customer satisfaction.

2. DEFECTIVE PRODUCTS

2.1. Your order is guaranteed to arrive in perfect condition at the specified shipping address. If you receive a damaged product, you must notify our Customer Service team within 24 hours of receiving it. Please provide a detailed description and photograph(s) as evidence of the damage. Once your request is reviewed and approved, you will be required to return the damaged product within 5 days of receipt for a replacement or exchange.

2.2. Notification of Defect:

If you receive a defective product, kindly notify us within 24 hours of receiving the item by contacting our Customer Service team through +92 302 023 0120. Provide the following information to justify your claim:

  • Order number or reference
  • Description of the defect
  • Clear photos or videos showing the defect
  • Any other relevant details or documentation related to the defect

2.3. Return Process:

We will guide you through the return process to our address in Pakistan. Customers are responsible for covering all shipping and customs charges associated with the return. Please follow these steps:

  • Notify us of any defects within 24 hours of receiving the item, providing order details and evidence of the defect.
  • Upon approval, securely pack the item and ship it to our return address within 5 days.
  • Once received, we'll assess the defect and offer a resolution, which may include a replacement, store credit, or refund (if eligible).

2.4. Return Address:

All goods being returned need to be sent by courier to 76 Old Clifton Road, Block 5, Karachi, Pakistan.

2.5. Thorough Investigation:

Upon receiving the defective product, we will conduct a comprehensive investigation to assess the reported issues.

Our investigation process includes visual inspections, documentation review, communications, and an internal review to thoroughly assess reported issues with the items and determine the appropriate resolution.

2.6. Failed Deliveries:

We are not responsible for failed deliveries when:

  • You provide an incorrect or outdated address.
  • Your recipient is out of town or not available.
  • You do not provide a corrected/new delivery address within 24 hours of the first delivery attempt.
  • Shipments that are returned or require rerouting due to incorrect addresses will be subject to additional charges for reshipment and/or relabelling for the carrier.

2.7. Refund or Replacement:

Based on our findings and in adherence to our policy, we will proceed with either a refund, a replacement, or store credit.

2.8. Discretion of the Brand:

The brand reserves the right to make final decisions on refunds and replacements based on the outcome of the investigation.

3. CANCELLATION POLICY

Purchases made online or over the telephone:

3.1. Eligibility:

Customers who have placed an order online or over the telephone can initiate a cancellation request within 2 days of placing their order, provided the order has not been shipped. Cancellation requests for orders already processed or shipped will not be accommodated. This right does not apply to the following items:

  • Perishable goods such as flowers, fresh food, balloons, and gift boxes containing such items.
  • Jewellery.
  • Sealed items where the seal or cellophane has been broken.
  • Personalised or bespoke items.

3.2. Timeframe:

To cancel an order, customers must contact our Customer Service team within 2 days of placing their order, provided the order has not been shipped.

3.3. Orders Cancelled After Dispatch:

If you cancel your order after it has been dispatched, you will be responsible for the cost of returning it by sending it to our head office at 76 Old Clifton Road, Block 5, Karachi, Pakistan.

3.4. Refund Process:

If a cancellation is approved, refunds will be issued in the form of store credit of the same value. This store credit is valid for the online store only and must be used within 1 month from the date of issuance. The expected timeframe for processing refunds is 7-14 business days from the date of cancellation approval.

3.5. Exceptions:

  • Perishable goods and other items likely to expire rapidly, this includes flowers, fresh food, balloons and gift boxes containing such items.
  • Jewellery.
  • Sealed items where the seal or cellophane has been broken.
  • Personalised or bespoke items.

3.6. Procedure:

To initiate a cancellation request, customers must contact our customer support team at +92 302 023 0120 . Please provide your order number and reason for cancellation when contacting us.

3.7. Communication:

Upon cancellation of an order, customers will receive a single notification via email and/or SMS to their registered email address and phone number. This notification will confirm the receipt of their cancellation request as well as the status of the cancellation.

3.8. Liability:

Customers are responsible for providing accurate order details and initiating cancellation requests within the specified timeframe. “Folia” is responsible for processing cancellations promptly and issuing refunds as per the policy.

3.9. Changes or Updates:

We may update our Cancellation Policy from time to time. Each time you place an order on our website, you will be agreeing to the latest version of the Cancellation Policy.