Returns & Exchange Policy

1. When you can request an exchange

Please open the parcel and check it as soon as it arrives. We will arrange an exchange where, within 24 hours of delivery, you tell us that:

• The item arrived damaged or broken.
• The item is faulty or does not work as described.
• You received the wrong item, wrong variant, or wrong size.
• The order is incomplete — something listed on the invoice is missing.

We may ask for photographs of the item and its packaging to process the claim. There is no charge to you for collecting an item we have agreed to exchange.

2. Condition of the item

An item can only be exchanged if it comes back to us in the state it arrived in — unused, in its original packaging, with all tags, seals, accessories, manuals and free gifts intact, together with the invoice. Items that reach us in any other condition are returned to you and the claim is closed.

3. What cannot be exchanged

• Items that have been used, worn, washed, altered or installed.
• Items returned without their original packaging, tags, seals, manuals or free gifts.
• Cosmetics, fragrances, personal-care and grooming items once the seal is broken.
• Innerwear, swimwear and other hygiene-sensitive products.
• Supplements, food and any perishable goods.
• Items reported more than 24 hours after delivery.

We do not accept returns because you changed your mind, ordered the wrong thing, or no longer want the item. Please check the product page, size and variant carefully before ordering.

4. How to request an exchange

1. Contact us within 24 hours of delivery on +92 336 9999550, on WhatsApp, or by email at care@jointt.pk, quoting your order number.
2. Tell us what is wrong and send photographs of the item and its packaging.
3. If the claim is approved, we schedule a free pickup from your delivery address — keep the item in its original packaging until it is collected.
4. Once the item reaches us and passes inspection, the replacement is dispatched. If the same item is out of stock, we agree an alternative item of equal value with you.

5. Refunds

Delivered orders are resolved by exchange only. We do not issue cash or card refunds on an order that has been delivered and accepted.

Money that we have taken for goods you never received is a separate matter, and is always returned. Where an order is cancelled before dispatch, cannot be delivered after two attempts, or is cancelled by us because the item turned out to be unavailable, any amount already paid is returned in full to the payment method used, within 5 to 7 working days of the cancellation. Cash on Delivery orders are simply not charged, as payment is taken only on handover.

Nothing in this policy limits any right you have under the consumer-protection laws of Pakistan, or your right to raise a dispute with your card issuer.

6. Cancelling an order

• Within 5 minutes of ordering: cancel it yourself from your order screen, at no cost.
• Before the store packs it: contact support and we can usually still cancel it for you.
• After dispatch: the order cannot be cancelled. Please accept the delivery and raise any problem with the item within 24 hours.
• We may cancel an order ourselves where the item is out of stock, the address is outside our delivery area, or the order cannot be verified. We will tell you why.