OVERVIEW
At Brand Club, we want you to be satisfied with every purchase. This Return Policy outlines the conditions under which returns and refunds may be requested. Please read it carefully before placing an order.
By making a purchase on our Website, you agree to the terms of this Return Policy.
RETURNS AT THE DOOR
If your parcel arrives and the outer packaging is visibly opened or damaged at the time of delivery, you have the right to refuse acceptance and return it to the rider on the spot.
In this case, please:
• Inform the rider that the parcel is being returned due to damaged or tampered packaging.
• Do not sign off on or accept the delivery.
• Contact us at contact@brandclub.pk or call +923255546663 as soon as possible to report the issue.
Returns made at the door do not require a video but must be reported to us promptly.
NOTE: If you accept the delivery without refusing it at the door, you will not be able to raise a return claim based solely on damaged packaging. You must then follow the unboxing video process described below.
RETURNS AFTER DELIVERY
If you have accepted and received your parcel, a return or refund may be considered under the following strict conditions:
• You must record a clear, uninterrupted video of yourself opening the parcel from the time it is fully sealed. The video must show the condition of the packaging and its contents as you unbox it.
• The video must be submitted to us within 24 hours of delivery by sending it to support@brandclub.pk.
• The item must appear visibly damaged or defective in the video for your claim to be considered.
Returns or refund requests submitted without an unboxing video, or submitted more than 24 hours after delivery, will not be accepted under any circumstances.
NOTE: If you do not submit your unboxing video within 24 hours of receiving your order, your return or refund request will be automatically disqualified. No exceptions will be made regardless of the reason for the delay.
We strongly recommend recording your unboxing for every order as a precaution.
REFUNDS
All refund decisions are made at Brand Club’s sole discretion. Submitting a valid return request does not automatically guarantee a refund.
Once your return request and supporting video are reviewed, we will notify you of our decision. If a refund is approved, it will be processed via the original payment method or as store credit, at Brand Club’s discretion.
We reserve the right to decline a refund request if:
• The video evidence is inconclusive, edited, or does not clearly show the damage.
• The return request is submitted after the 24-hour window.
• The damage appears to have occurred after delivery and acceptance.
NON-RETURNABLE ITEMS
The following are not eligible for return or refund:
• Items that have been used, worn, or washed.
• Items returned without an unboxing video where required.
• Items reported after the 24-hour deadline.
• Items damaged due to customer mishandling after delivery.
CONTACT US
For any return or refund inquiries, please get in touch with us as soon as possible:
Brand Club
Wazir Town, Rawalpindi, Punjab 46000, Pakistan
Phone: +923255546663
Email: contact@brandclub.pk