Return & Refund Policy
Our Return & Refund Policy at a Glance
At Nighty Dresses, we want every customer to feel confident when ordering from us. We understand that buying intimate apparel online involves trust — trust that the product will match the photos, that the fabric will feel as described, and that the stitching and construction will hold up to our promises.
This policy exists to protect that trust. If something goes wrong — a damaged product, a torn seam, a defective item — we have a clear, fair process in place. At the same time, because we sell intimate apparel that comes into direct contact with the body, there are hygiene-based limitations on what we can accept as a return. This is an industry-standard practice followed by lingerie retailers in Pakistan and internationally, and it exists to ensure every customer receives a brand-new, unworn product.
Here is a summary of the key points — each one is explained in full detail in the sections below:
- 30-day return window from the date of delivery for damaged, defective, or torn products.
- Video proof is mandatory for all damage and defect claims. No video proof means we cannot process your return.
- Full refund is issued for verified damaged or defective items.
- Do not accept the parcel at the time of delivery if the outer packaging is already opened, torn, or visibly tampered with.
- Intimate apparel cannot be returned for reasons such as change of mind, incorrect size selection, or colour preference — due to hygiene standards.
- All tags, original packaging, and hygiene seals must remain intact for any return to be considered.
What Products Are Eligible for Return?
We accept returns only under the following conditions. All conditions must be met for a return to be processed:
The product arrived damaged, torn, or defective.
This includes visible tears in the fabric, broken or missing straps, detached lace panels, poking or exposed underwire, faulty stitching that unravels on arrival, stains or marks that were present before delivery, or any other manufacturing defect that makes the product unusable or significantly different from what was advertised.
You have video proof of the damage.
You must record a clear, unedited unboxing video from the moment you open the parcel. This video must clearly show the sealed packaging being opened for the first time, the product being removed, and the damage or defect visible on the item. Without this video evidence, we cannot verify the claim and the return will not be processed. This is a firm requirement — no exceptions.
The return request is made within 30 days of delivery.
You must contact our customer service team within 30 calendar days from the date the order was delivered to you (as confirmed by the courier’s tracking record). Requests made after 30 days will not be accepted regardless of the reason.
All original tags, packaging, and hygiene seals are intact.
The product must be in its original packaging with all tags attached and any hygiene seals or protective strips still in place. If tags have been removed, packaging has been discarded, or hygiene seals have been broken, we cannot accept the return — even if the product is defective.
The product has not been worn, washed, or altered in any way.
If there are any signs that the product has been worn (including tried on without proper undergarments beneath), washed, ironed, perfumed, or altered in any manner, the return will be declined. This is a hygiene requirement that protects every customer who buys from us.
What Cannot Be Returned or Refunded?
Due to the intimate nature of our products, the following situations are not eligible for return, exchange, or refund:
Change of mind.
If you simply changed your mind about the product after ordering or receiving it, we cannot accept a return. Please review product descriptions, photos, size charts, and fabric details carefully before placing your order.
Wrong size selection.
If you ordered the wrong size, this does not qualify as a defect. We provide detailed size charts and measuring guides on every product page to help you select correctly. We strongly recommend measuring yourself before ordering rather than guessing. Returns for size-related reasons will not be processed.
Colour variation.
Slight colour differences between the product photo on your screen and the actual product can occur due to screen settings, display calibration, and lighting during photography. These are not considered defects and do not qualify for return.
Products that have been worn, washed, or altered.
Any product that shows signs of use — including being tried on without your own undergarments beneath, washing, ironing, applying perfume or deodorant while wearing, or any physical alteration — is not eligible for return.
Products without original packaging, tags, or hygiene seals.
If the tags have been removed, the original packaging is missing or destroyed, or any hygiene seal or protective strip has been broken or removed, the product cannot be returned.
Products without video proof of damage.
If you claim a product arrived damaged but do not have an unboxing video clearly showing the sealed parcel being opened and the damage being present, we cannot process the claim. This policy exists to protect both our customers and our business from false or unverifiable claims.
Sale items or promotional offers.
Products purchased during special sales, promotional discounts, or clearance events are final sale and cannot be returned, exchanged, or refunded unless they arrive with a manufacturing defect supported by video proof.
Products where the parcel was accepted despite visible tampering.
If the outer packaging of your parcel was clearly opened, torn, or tampered with at the time of delivery and you still accepted the parcel from the courier, we cannot accept responsibility for the condition of the product inside. Please refer to the section with instructions on how to handle tampered parcels at the time of delivery.
Why We Require Video Proof — And How to Record It
Video proof is a mandatory requirement for all return and refund claims at Nighty Dresses. This is not optional, and claims submitted without video evidence will be declined — no exceptions.
Why do we require this?
Selling intimate apparel online means we cannot resell returned products. Once a claim is opened, we absorb the full cost of replacement or refund. Video proof allows us to verify legitimate damage claims fairly and process your refund quickly, while also protecting our business from false or fraudulent claims. This practice is increasingly standard among online retailers in Pakistan and internationally.
How to record a valid unboxing video:
Start recording before you open the parcel. Your phone camera is fine — no special equipment needed. Show the sealed, intact outer packaging of the parcel before opening. Record yourself opening the parcel for the first time. Remove the product from the packaging while the camera is recording. Clearly show the damage, defect, or issue on the product — zoom in if needed. Do not cut, edit, or splice the video. It must be one continuous, unedited recording from sealed parcel to visible damage. Keep the video under 2–3 minutes. You do not need professional quality — just clear visibility and an unbroken recording.
What makes video proof invalid?
The video starts after the parcel has already been opened. The video is edited, cut, or appears to have sections removed. The damage is not clearly visible in the recording. The video does not show the outer packaging or the opening process. The product appears to have been worn, washed, or altered before the video was recorded. The video was recorded significantly later than the delivery date without reasonable explanation.
Where to send your video:
Send your unboxing video along with your order number to our customer service team via WhatsApp (03188989610) or email ([email protected]). Our team will review the video and respond within 48 hours with the next steps.
How Refunds Are Processed
Once your return claim has been submitted with valid video proof, here is how the process works:
Step 1 — Claim Submission. Contact our customer service team via WhatsApp or email within 30 days of delivery. Provide your order number, a description of the issue, and your unboxing video.
Step 2 — Review. Our team reviews your video evidence and order details. This review typically takes 24–48 hours from the time we receive your complete submission (order number + description + video). We may contact you for additional information or photos if needed.
Step 3 — Approval or Rejection. If the claim is verified and meets all policy conditions, we will approve the return and inform you of the next steps. If the claim does not meet the requirements (missing video proof, tags removed, product worn, outside the 30-day window, etc.), we will explain the specific reason for rejection.
Step 4 — Product Return Shipping. For approved claims, we will provide instructions on how and where to ship the product back to us. The product must be returned in its original packaging with all tags and hygiene seals intact. Return shipping costs for verified defective or damaged products will be covered by Nighty Dresses. For all other approved returns, return shipping is the customer’s responsibility.
Step 5 — Inspection. Once we receive the returned product at our warehouse, our team will physically inspect it to confirm the damage or defect matches what was shown in the video. This inspection typically takes 2–3 business days.
Step 6 — Refund Issued. If the inspection confirms the claim, a full refund is issued to your original payment method. For cash on delivery orders, the refund will be processed via bank transfer to the account details you provide. Refund processing times depend on your payment method — bank transfers typically take 5–7 business days, while other methods may vary.
What does “full refund” include? A full refund covers the product price you paid. Original delivery charges are non-refundable unless the entire order was defective or we made a fulfilment error (wrong product sent, missing item, etc.).
What to Do When Your Parcel Arrives — Inspect Before You Accept
This is one of the most important steps in protecting yourself as a buyer. Please follow these instructions every time you receive an order from us — or from any online store:
Check the outer packaging before accepting the parcel from the courier. Look at the parcel while the delivery rider or courier is still present. Check for any signs that the packaging has been opened, torn, cut, resealed, or tampered with. Check that the packaging tape appears original and has not been peeled and reapplied.
If the packaging looks tampered with — refuse the parcel. Tell the courier you are not accepting the delivery because the packaging appears opened or damaged. The courier will return it to us. Contact our customer service team immediately with your order number and a description (or photo) of the packaging condition. We will arrange a replacement shipment at no extra cost.
If you accept a visibly tampered parcel, we cannot take responsibility. Once you sign for or accept a parcel that was clearly opened or damaged on the outside, we have no way to verify whether the product inside was damaged during transit, after delivery, or was tampered with by a third party. This is why inspection at the point of delivery is critical.
If the packaging looks fine, accept and record your unboxing. If the outer packaging is sealed and intact, accept the parcel and begin recording your unboxing video before opening it. This protects you in case the product inside has a manufacturing defect or damage that was not visible from the outside.
Can I Exchange a Product Instead of Getting a Refund?
Yes — for approved claims on damaged or defective products, you may choose to receive a replacement product instead of a refund. The exchange follows the same process as a refund (claim submission → video review → approval → return shipping → inspection) but instead of issuing a refund at Step 6, we ship the replacement product to you at no additional cost.
Exchanges are subject to product availability. If the same product is out of stock at the time of your approved exchange, we will offer you the option of selecting an alternative product of equal value from our current collection or receiving a full refund instead.
Exchanges for reasons other than damage or defect (such as size, colour, or preference) are not available due to the intimate and hygiene-sensitive nature of our products.
Can I Cancel My Order After Placing It?
Before dispatch: If your order has not yet been dispatched, you can request cancellation by contacting our customer service team immediately. If we confirm the order has not left our warehouse, we will cancel it and issue a full refund including any delivery charges paid. Cancellations are only possible before dispatch — once the order is handed to the courier, it cannot be cancelled.
After dispatch: Once your order has been dispatched and is in transit, cancellation is no longer possible. You will need to receive the order and, if applicable, follow the return process outlined in this policy.
Cash on delivery orders: For COD orders, you may cancel before dispatch by contacting us. If the order is already in transit, you may refuse the delivery at the door — but please inform our customer service team in advance so we can update the courier accordingly.
Why Lingerie and Nightwear Return Policies Are Different From Regular Clothing
If you have shopped for lingerie internationally or from other Pakistani online stores, you will notice that intimate apparel consistently carries stricter return conditions than regular clothing. This is not a choice we make to be difficult — it is a hygiene and health standard practiced across the industry worldwide.
Intimate apparel — bras, panties, nighties, robes, and sets — comes into direct contact with the most sensitive areas of the body. Once a product has been worn or tried on, even briefly, it cannot be verified as unworn and therefore cannot be resold to another customer as new. Accepting worn returns would compromise the hygiene guarantee that every customer deserves when they receive a sealed, brand-new product from us.
This is why most lingerie specific retailers globally classify intimate apparel as final sale or non-returnable once worn. We follow the same principle — not because we want to make returns difficult, but because we want every customer to receive a product that has never been worn, tried on, or handled by anyone else.
Our 30-day return policy for damaged and defective products ensures you are still fully protected against manufacturing issues and transit damage. We simply cannot extend that same policy to change-of-mind or size-related returns for hygiene reasons.
How to Make Sure You Order the Right Product the First Time?
We know that returning a product is inconvenient, and given the hygiene limitations on intimate apparel returns, we want to help you get it right on the first order. Here are practical steps:
Use our size charts. Every product page includes a detailed size chart specific to that product. Measure yourself with a flexible tape before ordering. For bras, measure your band (ribcage below breasts) and bust (fullest point) — the difference determines your cup size. For panties, measure your waist and hips. For nightwear, check the length and bust measurements against the chart. Do not guess based on what size you wear in other brands — sizing is not standardised across manufacturers.
Read the product description fully. We list the fabric composition, construction details, colour options, and included pieces for every product. If you are buying a 5-piece set, check what all five pieces are. If you are buying a nighty with a side slit, understand the slit height and placement from the description.
Check the photos carefully. We photograph our products from multiple angles to show the fit, fabric texture, and construction details as accurately as possible. Zoom in on lace detailing, strap construction, and hemlines to make sure the style matches what you are looking for.
Ask us before you buy. If you have any doubt about sizing, fabric, colour, or fit — contact our customer service team before placing the order. We would rather spend five minutes helping you choose correctly than process a return that neither of us wanted.
How to Contact Us for Return & Refund Requests?
If you need to file a return claim or have questions about this policy, reach out to our customer service team through any of the following channels:
When contacting us, please include your order number, a brief description of the issue, and your unboxing video (for damage/defect claims). Our team responds within 24–48 hours on business days.
Return & Refund — Frequently Asked Questions
Can I return a bra or panty if the size does not fit? No. Due to the intimate nature of our products, we cannot accept returns based on size, fit, or personal preference. This is a hygiene standard practiced across the lingerie industry worldwide. We strongly recommend using our size charts and measuring guides before ordering to ensure the correct fit.
What if the product colour looks different from the website photo? Minor colour variations can occur due to differences in screen display, monitor calibration, and photography lighting. These are not considered product defects and do not qualify for return. If the colour is significantly and obviously different from what was shown on the product page, contact our team with photos — we will review on a case-by-case basis.
Do I need to pay for return shipping? For verified damaged or defective products, Nighty Dresses covers the return shipping cost. For all other approved returns, the customer is responsible for return shipping charges.
How long does the refund take? After we receive, inspect, and approve the returned product, refunds are typically processed within 5–7 business days for bank transfers. The exact timeline may vary depending on your bank or payment provider.
Can I get a refund if I refuse the parcel at delivery? If you refuse a parcel because the outer packaging was visibly tampered with, contact our team immediately with your order number and a photo or description of the packaging. We will arrange a replacement or refund. If you refuse a parcel for reasons other than visible tampering (such as change of mind), return shipping charges will apply.
What if I did not record an unboxing video and the product is damaged? Without video proof, we cannot verify that the damage occurred before delivery. This is a firm requirement of our policy. We strongly recommend recording an unboxing video for every online purchase — not just from us, but from any online store. It takes less than two minutes and protects you completely.
What if the courier damaged my parcel during delivery? If the outer packaging is visibly damaged when the courier arrives, refuse the parcel and do not accept delivery. Contact us immediately. If the packaging looked fine externally but the product inside is damaged, your unboxing video will serve as proof and we will process your claim under our standard 30-day policy.
Can I return a product purchased during a sale or promotion? Sale and promotional items are final sale and cannot be returned unless they arrive with a verified manufacturing defect supported by video proof.
What if I received the wrong product? If we shipped a product different from what you ordered, contact us immediately with your order number and a photo of the product received. Wrong product shipments are fully our responsibility — we will arrange a pickup and send the correct product at no cost, or issue a full refund including delivery charges.
What if part of my order is missing? If your order was supposed to include multiple items and one or more are missing, contact us within 48 hours of delivery with your order number. We will verify with our warehouse and ship the missing item immediately, or issue a partial refund if the item is out of stock.
Changes to This Policy
Nighty Dresses reserves the right to update or modify this Return & Refund Policy at any time. Any changes will be reflected on this page with an updated “Last updated” date at the top. We recommend checking this page before placing your order so you are always aware of the current policy terms.
