Section 1: Exchange policy for online store

Section 2: Exchange procedure

Section 3: Voucher code

Section 4: Refunds

Section 5: Order related queries

Section 6: Disclaimer

Section 1: Exchange policy

Aga Khan University online store’s top priority is to ensure its customers are satisfied with its service. We believe in facilitating our customers to the best of our abilities.
If you wish to exchange any purchased product please read our exchange policy below:

Exchange Policy for Online Store:

• Product(s) purchased online can only be exchanged from the Online Store. The Customer Service team is to be notified within 7 days of the delivery date.
• Please ensure that the product is in its original condition and packaging, unworn and unused with the price label, hangtags, care label etc. attached.
• We do not offer refunds.

Sale

• Sale items are non-refundable.
• Items bought on sale cannot be exchanged.
• Items bought on sale can only be exchanged if the product(s) delivered has any kind of manufacturing defect or if the wrong product has been delivered to you.

In some cases, Aga Khan University online store will not accept any exchanges. Such cases include but are not limited to the following:

• Sale Items
• Exchange request is made outside the specified time frame (After 7 Days).
• Product is damaged because of use.
• Product has been tampered.
• If anything is missing from the package including Price Tags, Labels and Original Packaging etc. 

Section 2: Exchange Procedure:

• You will be required to share the order details and reason for exchange along with photographic evidence of the product within 7 days of the delivery date.
• You may notify us on our Social Media Platforms (Facebook & Instagram) or Email us at care@wearaku.com and/or message us on WhatsApp +92.21.388.99093, to proceed with exchange or return process.

If you dislike or are dissatisfied with the product, the exchange procedure is as below:

• The customer needs to send the parcel back to us at our mentioned address.
• Aga Khan University Online Store is not liable to bear the courier charges or arrange pick-up from the customer in case of dislike or size issue.
• The customer may send the parcel back to us using any courier company.
• Please ensure that the article(s) is sent with its original packaging, otherwise the complaint will not be entertained.
• Once shipped, kindly share the tracking number with us or an image of the courier slip.
• Once we receive the parcel, we will issue the Voucher Code which you can use in your next online shopping with www.wearaku.com

In case of a damaged/defected/incomplete/wrong product, the exchange procedure is as below:

• Aga Khan University Online Store will bear the courier charges by arranging pick-up from the customer.
• The customer is required to contact us on Email/Whatsapp/Instagram/Facebook regarding the issue with the product/order with clear details and images of the article which outlines the issue.
• Once the complaint is verified, Aga Khan University Online Store will then arrange pick-up from the shipping address in which the customer is required to hand over the entire article to the rider.
• Please note that if parts of the article are sent back to Aga Khan University Online Store, the exchange request will not be facilitated.
• Please ensure that the article(s) is in its original packaging, otherwise the complaint will not be entertained.
• Once we receive the parcel, we will issue the Voucher Code which you can use in your next online shopping with wearaku.com

Section 3: Voucher Code – Online Exchange Voucher
What is a voucher code?

• A voucher code is a compensatory code issued from our end in lieu of returned items due to dislike or defect.
• This code is only valid for online purchases, it can be used while placing an order on our website.
• The voucher code has no expiry and can be used at any time after it has been issued to you.
• The voucher code will only be shared on the email address provided by the customer at the time of placing the order for which the exchange request is made.

How to use a voucher code?

• An ‘Enter Voucher Code’ option will appear at the checkout page right below the payment methods option.
• You may enter the voucher code in that space and click the arrow icon to apply the voucher code.
• If the voucher code has been successfully applied, a message will appear stating “The voucher code was applied”.
• Click on place order to confirm the replacement/exchange order.

What if I place an order that amounts to more than what is issued to me as a voucher code?

• If the payment method selected is cash on delivery, you will have to pay the remaining additional amount to the rider at the time of delivery.
• If the payment method selected is prepaid, you will have to pay the remaining additional amount at the time of checkout in order to have your order confirmed.

What if I place an order that amounts to less than what is issued to me as a voucher code?

• Once you have placed your order in which you have applied the voucher code, kindly notify us with the new order number so that we can check the remaining balance of the voucher code.
• The customer care team will renew the voucher code with the remaining amount which you can use again, the next time you place an order on our website and the amount will be adjusted accordingly.

Section 4: Refunds

We have a strict No Refund/Cashback Policy.

Local

• Aga Khan University Online Store does not offer cash refunds.
• Aga Khan University Online Store does not offer any refund on items purchased, except in case of prepayments where the items are either out-of-stock or has any kind of manufacturing defect.  
• In case of a manufacturing defect or out-of-stock items, your payment will be credited directly into your Account (Credit/Debit Card used at the time of purchase) within 15-20 working days, once the item has been returned to Aga Khan University Online Store
• If you do not receive the refund within the stipulated time, you are requested to please check with your bank as refund posting may take some time
• Sale items are non-refundable

International

• Claims on all international orders will be dealt on a case-to-case basis. 
• Aga Khan University Online Store does not offer any refund on items purchased, except in case of prepayments where the items are either out-of-stock or has any kind of manufacturing defect.  
• In case of out-of-stock item(s), you will be contacted via email to confirm if you would like a refund or a replacement product. If there is no response in 24-Hours, refund will automatically be processed.
• In case of a refund, your payment will be credited directly into your Account (Credit/Debit Card used at the time of purchase) within 15-20 working days. 
• If you do not receive the refund within the stipulated time, you are requested to please check with your bank as refund posting may take some time.
• Sale items are non-refundable.

Section 5: Order Related Queries
Order Confirmation

• You will receive an automated order verification call, you may press 1 to confirm your order.

Order Cancellation

• You will receive an automated order verification call, you may press 2 to cancel your order.
• You can also get in touch through our helpline (+92.21.388.99093) or our Social Media Channels (Whatsapp, Facebook and Instagram Chats) for the order cancellations.
• You may cancel your order any time before the order is processed.
• Once the order has been shipped, it cannot be cancelled.
• Aga Khan University Online Store reserves the right to cancel orders for any reason, which may include: The item is out of stock or debit/credit card payment is declined.

Order Tracking

• Once your order has been shipped, your shipping and tracking details will be shared with you at the email address that you used for placing the order.

Section 6: Disclaimer

• Aga Khan University Online Store reserves the right to change their Return & Exchange Policy without any prior notification. 
• Aga Khan University Online Store has the authority to refuse any exchanges or returns if the process is not followed by the customer. 
• Claims on all international orders will be dealt on a case-to-case basis. 
• Aga Khan University Online Store reserves the right to cancel orders for any reason. Reasons may include: The item is out of stock or debit/credit card payment is declined. 
• Please note that the images may slightly vary from the actual product due to photographic lighting sources or may differ based on your screen resolution and other settings.
• Cosmetics cannot be returned or exchanged once seal has opened.
• Please do not accept the parcel if the seal is damaged or broken.

You may reach out to our Customer Care department for further assistance:

Email: care@wearaku.com

Helpline: +92.21.388.99093

Timings: 09:00 am – 06:00 pm