Refund policy

Return & Exchange Policy — FirstNeed.shop

At FirstNeed, your satisfaction is our top priority. We deliver soft, safe, premium-quality baby clothing across Pakistan. If something isn't right with your order, we make it easy to fix.

1. Before You Order

Most exchanges happen because of sizing. Please check the size chart on the product page, and if you're unsure which size to choose, message us on WhatsApp at 0309 9093090 before ordering. We'll help you pick the right fit for your baby's age and weight — it saves you time and saves us both a courier trip.

2. What Can Be Returned or Exchanged

You may request a return or exchange within 7 days of receiving your order, provided the item is:

  • Unused and unwashed, in original condition
  • With tags and packaging intact

This covers all of the following:

  • Wrong item received — free exchange
  • Damaged or defective product — free exchange or refund
  • Wrong size — exchange for a different size, subject to availability
  • Change of mind — exchange only, and only where you cover the courier charges. No refund is available for change of mind.

3. What Cannot Be Returned

For hygiene and safety reasons, the following are not eligible for return or exchange unless they arrive damaged or defective:

  • Caps, bibs, socks, mittens and innerwear
  • Feeders, soothers, grooming and feeding accessories
  • Shoes and skidders that have been worn outdoors
  • Any item that has been used or washed
  • Any item without original tags or packaging

Sale and discounted items can be exchanged if damaged or incorrect, but are not eligible for refund.

4. Who Pays for Return Delivery

  • If the fault is ours — wrong item, damaged, or defective — we cover the courier charges both ways. The exchange costs you nothing.
  • Size exchanges — you cover the cost of sending the item back to us, and we ship the replacement to you free of charge.
  • Change of mind — you cover the courier charges both ways: sending the item back to us, and delivering the replacement to you.

Original delivery charges are non-refundable.

5. Damaged Parcels

If the parcel looks damaged or already opened when the courier hands it to you, please refuse to accept it and message us straight away. If you notice damage after opening, please send us a photo or a short unboxing video within 24 hours — it helps us claim against the courier and get your replacement out faster.

6. Refunds

Refunds are issued in these cases:

  • The product is out of stock and no replacement is available
  • You received a damaged or defective item and do not want an exchange
  • The order was cancelled before dispatch

Change of mind is not eligible for a refund — exchange only.

Refund methods: Bank transfer, Easypaisa or JazzCash.
Processing time: 3–7 working days after we receive and inspect the item.

7. How to Request a Return or Exchange

  1. Message us on WhatsApp 0309 9093090 or email zarrartariq04@gmail.com
  2. Share your order number and tell us what the issue is (a photo helps)
  3. We'll confirm your request and give you the return address
  4. Send the parcel back to us
  5. Once we've inspected it, we'll dispatch your exchange or process your refund

Exchange processing time: 3–5 working days after we receive the item back.

8. Order Cancellation

You can cancel any order before it is dispatched at no cost. Once the parcel has shipped, cancellation is no longer possible — but the return and exchange terms above still apply.

9. Our Commitment

We value your trust. Every order is packed with care, and every valid return or exchange is handled with full responsibility.

Any questions, message us any time — we're here to support Pakistani moms.