Company Name: Downtown
Website: www.downtownofficial.com
1. General Policy Statement
We take pride in the craftsmanship of our luxury furniture. All products are inspected before shipment. Due to the bespoke nature of our offerings, this policy balances customer satisfaction with operational integrity.
2. Eligibility for Exchange or Return
2.1. Non-Customized Products
Eligible for return/exchange within 7 days of delivery if unused, in original condition, and with intact packaging.
2.2. Customized / Made-to-Order Products
Non-refundable and non-exchangeable, except for verified defects or transit damage.
2.3. Sale or Clearance Items
Final sale items are not eligible for return or exchange.
3. Conditions for Acceptance
- Must be unused, unassembled, and undamaged
- Original invoice/proof of purchase required
- Must be returned in original packaging
- Request must be submitted to info@downtownofficial.com within the eligible timeframe
4. Inspection & Approval Process
- Returned items are inspected by our Quality Control team
- Approval/rejection will be communicated within 5–7 business days
- Approved refunds processed within 10–15 business days to the original payment method
5. Damaged or Defective Items
- Must be reported within 24 hours of delivery with photographic evidence
- We may arrange repair, replacement, or refund at our discretion
- Failure to report within timeframe may void eligibility
6. Shipping & Handling Costs
- Original shipping/handling/insurance charges are non-refundable
- Return shipping costs borne by the customer (unless defect/error)
- Additional fees may apply for exchanges
7. Non-Returnable Items
- Customized/personalized furniture
- Assembled/installed furniture
- Gift cards, vouchers, promotional items
8. Governing Law
This Policy is governed by the laws of Pakistan, without regard to conflict of law provisions.