Refund & Exchange Policy

Thanks for shopping with Vimport. If something arrives damaged or you get the wrong item, we will sort it out. This page explains when you can ask for an exchange or refund, and how to do it.

7-Day Exchange Window

You have 7 days from the day your parcel arrives to ask for an exchange. We accept exchange requests when:

• The item arrived broken, faulty, or damaged in transit
• You received a different item than the one you ordered
• The item clearly does not match what was shown on vimport.shop

How to Start an Exchange

1. Email us at customersupport@vimport.shop within 7 days of delivery
2. Share your order number along with a photo or short video of the problem
3. We will get back to you within 24–48 hours with a decision
4. Once approved, a replacement is sent out and you pay nothing extra

When a Refund Applies

Since orders are paid by cash on delivery, exchanges are our first option. A refund is offered when:

• Your item arrived damaged or faulty and we have no replacement in stock
• We approved your exchange but cannot send the same item again
• Your order ran far past the promised delivery time and you choose to cancel it

How Refunds Are Paid

• Approved refunds are sent within 5–7 working days
• Because you paid cash on delivery, we transfer the amount to your bank account, JazzCash, or EasyPaisa — whichever you share with us
• We will message you to confirm once the money has been sent

What We Cannot Take Back

To keep things fair for everyone, we cannot accept returns or refunds for:

• Items that have been used or opened, or are missing their original packaging
• Damage caused by rough handling or use after delivery
• Requests sent to us after the 7-day window has passed

Return Shipping Cost

If the fault is on our side — a damaged or wrong item — Vimport pays the return shipping. In any other case, the return courier charge is on the customer.

Need Help?

Have a question about an exchange or refund? Reach out and we will guide you:

• Email: customersupport@vimport.shop
• Hours: Mon – Sat, 10:00 AM – 7:00 PM (PKT)

You can also leave us a message through the Contact Us page.