Returns and Exchanges
At GENERATION, we want you to be delighted every time you shop with us. Because we believe in giving you the best customer experience, we personally check every time we ship to you and are always available for you in case you face any issues with the order you received.
Merchandise exchanges can be made using any of the following methods. Please review the information below to determine which type of exchange will work best for you.
To make an exchange online for Pakistan
Items bought online can be exchanged online for a different size or a different colour only if the original item was wrongfully shipped to you. This would include a wrong size, wrong silhouette or wrong colour. The item will be replaced with a new order free of charge. Please note that all exchanges are subject to availability of the item. Incase the item is no longer available you will be allowed to exchange for a different item or apply for a refund. Please note that shipping charges in any will not be refunded.
To make an exchange online for International orders
Unfortunately we do not exchange orders shipped internationally but Items that have been wrongfully delivered in terms of size, colour or silhouette will be refunded for the items amount or the customer can apply for free shipping for the next order. There will be no refund on shipping charges.
To make an exchange at the GENERATION store
Exchanges are complimentary at all Pakistan based GENERATION stores for sizes only. Merchandise purchased on www.generation.com.pkcannot be returned to stores outside Pakistan. Please note that items bought in stores cannot be exchanged online. When making an exchange at one of our stores, please bring your original packing list and the items you wish to exchange in their original receipt to expedite the process.
Important information for exchanges
You can always return items if they are defective or sent incorrectly. Please know that you must provide us a written record of the reason for return or exchange within 24 hours of receiving the item. Items that have been used will not be accepted as returns or exchanges. Items which have any stains, emit body odors or perfume scents, have any kind of marks, damages or water stains will not be accepted for returns or exchange. Items will be exchanged at current prevailing price.
All merchandise shipped in defected condition may be returned to GENERATION’s online store. A request for refund should be placed within 24 hours of receiving the order with proof of defect. For refunds within Pakistan, the defected merchandise will picked up by the courier service. Please note that the item must be in original packing and with original receipt.
For all refund requests due to defected products and/or wrong shipments, GENERATION will issue one of the following to the customer:
a. A full refund of the dress as online store credit in the form of a promotional coupon. The customer may buy any new item from the store and apply the promotion discount to avail their credit.
b. Free shipping for the next order placed.
Please note that no cash refunds will be made and shipping is non-refundable.
Most returns will process in approximately 2–3 weeks after the complaint has been forwarded. Additional processing delays may occur.
In cases where the item is out of stock or the order has been cancelled a refund will then be credited back to your original method of payment. It may take up to two billing cycles for the credit to appear on your monthly credit card statement.
Items bought on sale can not be exchanged and refunded. Items shipped wrongfully in sale and/or defected items sold on sale will be refunded. Shipping and handling or exchanges is non-refundable.