Refund Policy
When a Refund Is Issued
We refund you when:
- a returned item has reached us and passed inspection
- an item arrived damaged, faulty, or was not what you ordered
- you cancelled an order before it was dispatched
- we were unable to fulfil your order
How Long a Refund Takes
We inspect returned items and approve the refund within 3 business days of the item arriving at our warehouse. You will get an email either way if a return is not approved, that email tells you why.
Once approved, the money takes a further 5 to 10 business days to appear, depending on your bank or card issuer. That part is outside our control.
Cancellations and orders we could not fulfil are refunded without waiting for an inspection, so those are processed as soon as the cancellation is confirmed.
How You Are Refunded
Refunds go back to the original payment method wherever possible. Where that is not possible an order paid in cash on delivery, or a card that has since expired — we will refund by bank transfer and will ask you for the account details we need.
We will never ask for your full card number, your card PIN, or an online banking password in order to process a refund.
How Refunds Are Issued in Pakistan:
Because Westwood currently operates primarily on a Cash on Delivery (COD) model across Pakistan, standard credit card reversals do not apply.
If your refund is approved, our finance team will contact you to securely transfer the approved refund amount directly to you. We process refunds via:
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Direct Bank Transfer (IBFT)
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Mobile Wallets (e.g., EasyPaisa, JazzCash)
What Is Refunded
An approved refund covers the full price you paid for the item. Because shipping is free on every order, there is no delivery charge to refund and none is withheld.
Where you are returning an item because you changed your mind, the courier collection fee is deducted from the refund. We tell you that amount before booking the collection. Nothing is deducted where the return is due to damage, a fault, or our error.
Partial Refunds
We may issue a partial refund where a returned item arrives:
- with hardware, fittings or instructions missing
- with damage that happened after delivery and was not reported
- showing signs of use or of having been partly assembled
If this applies to your return we will contact you with the amount and the reason before processing anything, so you can respond or ask for the item back.
Cancelled Orders
An order cancelled before dispatch is refunded in full, with nothing deducted.
Reward Points on a Refunded Order
A refund settles the money on an order. Reward Points are settled separately and at the same time.
- Points earned on the refunded order are deducted from your balance.
- Points spent on the refunded order are credited back to your balance.
Points that were spent come back as points rather than as cash: they were a discount on the order, not a payment towards it, so the refund covers what you actually paid. Every adjustment is listed under Reward Points in your account.
Late or Missing Refunds
If more than 10 business days have passed since your approval email and you still cannot see the money:
- Check your bank or card statement again — refunds sometimes post with the original transaction date rather than the refund date.
- Contact your bank or card issuer, as clearing times vary between institutions.
- If it is still missing, reach us through our contact page with your order number and we will trace it from our side.
Questions
For anything about a specific refund, contact us through our contact page and quote your order number.