Return & Exchange Policy

We want you to shop with confidence at NGHide. If you’re not satisfied, we’re here to help.

Pakistani ecommerce has a trust problem — and we know it. Too many buyers have been burned by sellers who disappear the moment there is a complaint. 

We are building this brand on the opposite of that.

If we make a mistake — we fix it. Fully. Quickly. Without making you feel like you are doing something wrong by asking.

Your trust is worth more to us than any single sale. 

Return Eligibility:

  • Returns are accepted within 14 days of delivery.
  • Leather defect — abnormal cracking, peeling, or surface damage that was present at the time of delivery
  • Wrong item received — you ordered one wallet and received something different
  • Product should be returned in its original condition and packaging.

What We Do Not Cover

  • Damage caused after delivery — scratches, stains, or damage resulting from use, negligence, or improper care after the wallet has been received.
  • Normal leather characteristics — top grain leather has natural variations in texture, grain pattern, and colour. These are not defects — they are what makes every wallet unique. Minor variations in appearance are expected and are a sign of genuine leather.
  • Claims made after 14 days — unfortunately we cannot process refund requests received after 14 days from the date of delivery.
  • Used and worn wallets — if the wallet shows signs of use, cards inserted, or wear, it cannot be returned unless it has a genuine manufacturing or leather defect.

Return Process:

  • To request a return, WhatsApp us at 0342-8424183
  • Our support team will assist you step by step.
  • Send the wallet back. Once approved, we will provide you with our return address. You will need to send the wallet back via any reliable courier — TCS, Leopards, or M&P. Please pack it carefully to avoid damage in transit.
  • Returns are processed within 7–14 working days after approval.

Refund Details:

  • Delivery charges from the original order are non-refundable.
  • Refunds will be issued after product inspection.

Return Courier Charges

We want to be upfront about this:

  • If the defect is confirmed to be our fault, we will reimburse your return courier charges along with your full refund.
  • If upon inspection, the wallet does not show a genuine defect — the courier charges will not be reimbursed.

Important Note:

  • Sale items are not eligible for return.

A NOTE BEFORE YOUR ORDER

We genuinely want every customer to be happy with their purchase. Before placing your order — please take a moment to:

  • Read the product description carefully
  • Review all product photos
  • Check our leather verification guide so you know exactly what genuine leather looks and feels like
  • WhatsApp us with any questions before ordering — we would rather answer your questions upfront than deal with a return later

We are here before the sale, during the sale, and after the sale. That is the difference. 😊

Exchange Policy

At NGHide, your satisfaction matters to us. We offer a smooth and easy exchange process to ensure you get the product you love. Please note that exchanges are subject to stock availability. If your preferred replacement is not available, we will process a full cash refund instead.

Exchange Eligibility:

  • You can request an exchange within 14 days of delivery.
  • The product must be in its original condition (unused and not damaged).
  • The product should be in its original packaging.

Exchange Process:

  • To initiate an exchange, contact us on WhatsApp: 0342-8424183
  • Our team will guide you through the process.
  • Exchanges are usually processed within 7–14 working days.

Delivery Charges:

  • Customers are responsible for exchange delivery charges.

Important Note:

    • Sale items are not eligible for exchange.

Frequently Asked Questions

1) Mujhe wallet mili lekin packaging thodi damaged thi — kya main refund le sakta hoon?

Packaging damage during transit is unfortunately common with Pakistani couriers. If the wallet itself is undamaged and in perfect condition — this does not qualify for a refund. However if the wallet is physically damaged inside the packaging — please contact us immediately with photos and we will sort it out.

2) Mery wallet ka colour thoda alag lag raha hai — kya yeh defect hai?

Top grain leather has natural colour variations and each hide is unique. Slight differences in shade between the product photos and the actual wallet are normal and expected. However if the colour difference is significant and clearly misleading — please contact us and we will review it fairly.

3) Main 5 din baad contact kar raha hoon — kya refund abhi bhi mil skta hai?

As long as you contact us within 14 days of your delivery date — you are within the window. Please do not delay as we cannot make exceptions after the 14-day period closes.

4) Kya refund sirf account mein aayega ya cash bhi mil sakta hai?

Refunds are processed digitally via Easypaisa, JazzCash, or direct bank transfer. We do not offer cash on delivery refunds. Please make sure you provide your correct account details when submitting your refund request.

5) Main ne wallet gift ki thi kisi ko — woh return kar sakte hain?

Yes. The person who received the gift can contact us directly on WhatsApp with the original order number. The refund will be processed to the original buyer's account.