Refund, Return & Exchange Policy
We Make It Simple
At Fibrox we believe returning or exchanging a product should never be harder than buying one. This page explains exactly what you are entitled to, how to claim it and what to expect.
30-Day Refund Policy
If you are not completely satisfied with your Fibrox order for any reason, contact us within 30 days of receiving your order and we will issue a full refund. No return required. No questions asked. No complicated process.
Who is eligible
Any customer who purchased directly from fibrox.com and contacts us within 30 days of their delivery date is eligible for a full refund regardless of the reason.
Who is not eligible
Customers who purchased through a third-party retailer or marketplace should contact that retailer directly for their return policy. Orders older than 30 days from the delivery date are not eligible for a refund under this policy.
How to claim your refund
Email us at support@fibrox.com with your order number and a brief note about the issue. We will confirm your refund within 24 hours and process it within 3 to 5 business days. The refund will be returned to your original payment method.
Shade Exchange Policy
If your shade does not match your hair colour we will send you the correct shade completely free of charge. You do not need to return the original product.
How to claim a shade exchange
Email us at support@fibrox.com with your order number and a photo of the product next to your hair in natural lighting. We will confirm the best shade match and dispatch the replacement within 24 hours.
Does the shade exchange policy expire
No. Our shade exchange policy has no expiry date. Whether it is your first order or you have been a customer for two years — if a shade stops matching due to a change in your hair colour, we will send the right one.
Product Exchange Policy
If you would like to exchange your product for a different size or variant please contact us within 30 days of receiving your order. We will arrange the exchange and cover the shipping cost of the replacement item.
How to claim an exchange
Email us at support@fibrox.com with your order number and the details of what you would like to exchange for. Our team will confirm availability and arrange dispatch of the replacement within 24 hours.
Damaged or Incorrect Orders
If your order arrives damaged, defective or incorrect please contact us within 7 days of receiving it. Send us a photo of the issue along with your order number and we will send a replacement immediately at no cost to you.
When Will I Receive My Refund
Refunds are processed within 3 to 5 business days of approval. Depending on your bank or payment provider it may take an additional 2 to 3 business days to appear in your account. If you have not received your refund after 7 business days please contact us and we will investigate immediately.
COD Orders
For Cash on Delivery orders within Pakistan refunds are processed via bank transfer. Please provide your bank account details when contacting us to claim your refund and we will process the transfer within 3 to 5 business days.
What We Do Not Cover
We do not cover damage caused by misuse, intentional damage or normal wear and tear. We do not cover orders placed outside fibrox.com through unauthorised sellers. We do not cover requests made more than 30 days after the delivery date unless covered under our shade exchange policy which has no expiry.
Contact Us
Our team is available 7 days a week and responds within 2 hours during business hours and within 12 hours on weekends.
Get in touch
Email: support@fibrox.com WhatsApp: [your number] Hours: Monday to Sunday, 9AM to 9PM PKT