Refund policy

At FOZO, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may request a return in accordance with the terms below.

1. 14-Day Return Policy

FOZO offers a 14-day return policy. You have 14 calendar days from the date your order is delivered to request a return.

To be eligible for a return, the product must:

  • Be unused, unworn, and in the same condition in which you received it

  • Be in its original packaging, where applicable

  • Include original tags, accessories, manuals, or other included items, where applicable

  • Be accompanied by your order details or other valid proof of purchase

Products that do not meet these conditions may not be eligible for a return.

2. How to Request a Return

To request a return, contact our customer support team at support@fozostore.com within 14 days of receiving your order.

Please include:

  • Your order number

  • Your name and contact details

  • The product you want to return

  • The reason for the return

  • Photos or videos where relevant, especially for damaged, defective, or incorrect products

Do not send a product back before your return request has been approved by FOZO. Unauthorised returns may not be accepted.

Once your return request is reviewed and approved, we will provide you with the return instructions and return address.

3. Return Shipping

For returns due to a change of mind, incorrect selection, or other reasons that are not caused by FOZO, the customer is responsible for the return shipping cost.

If you receive a product that is damaged, defective, incorrect, or materially different from what you ordered, contact us as soon as possible. If the issue is verified, FOZO will work with you to resolve the issue and may cover the applicable return shipping cost.

4. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it.

If your order arrives damaged, defective, or contains the wrong product, contact support@fozostore.com as soon as possible and provide clear photos or videos of the product and packaging.

We will review the issue and, where the claim is approved, arrange an appropriate resolution, which may include a replacement or refund.

5. Non-Returnable and Final Sale Items

Certain products may not be eligible for return because of their nature, hygiene requirements, personalization, or other applicable restrictions.

Products specifically identified as final sale are not eligible for return or cancellation.

Where applicable, the product page or collection information will identify final sale products before purchase.

6. Exchanges

If you want a different product, size, color, or variant, please contact us at support@fozostore.com.

Depending on product availability and the circumstances of the request, FOZO may offer an exchange or ask you to return the original product and place a new order.

7. Refunds

Approved refunds are processed after the returned product has been received and inspected.

Once your return is approved, we will confirm the refund amount and the applicable refund method with you.

For Cash on Delivery (COD) orders, FOZO may request the customer's bank or supported digital payment details when required to process the refund.

Refund processing time may vary depending on the refund method and financial institution. FOZO will provide the customer with confirmation once the refund has been processed.

Return shipping charges that are the customer's responsibility are not refundable.

8. Order Cancellations

Customers may request cancellation of an order within the cancellation period configured by FOZO.

Our current cancellation window is 15 minutes after the order is placed, provided the order has not already been processed or fulfilled.

After the cancellation window has expired, cancellation requests may not be accepted under our automatic cancellation rules. Customers may still contact support@fozostore.com, and we will review the request based on the order's status.

9. Return Address

Approved returns should be sent only to the return address provided by FOZO after your return request has been approved.

Our current return location is:

Jhumra Road, Jaranwala, Pakistan

Please contact support@fozostore.com before sending any return so that we can provide the applicable return instructions.