Shipping and Returns

Effective Date: February 17, 2026
Last Updated : February 17, 2026

RETURN, REFUND & EXCHANGE POLICY (WORLDWIDE)

Overview & Introduction

At Sehra-e-Khaas, we take immense pride in creating exceptional, limited-edition apparel. Each piece is meticulously crafted with attention to detail, produced in carefully controlled quantities, and handled with the utmost care throughout the design, production, and fulfillment process.

1.1 Purpose of This Policy

This Return, Refund & Exchange Policy explains:

• When and how you can return items
• What conditions must be met for returns
• How refunds and exchanges are processed
• Your rights and responsibilities
• Our commitment to customer satisfaction

1.2 Importance of Review

Please read this policy carefully before placing an order. Understanding our return policy helps ensure a smooth shopping experience and prevents misunderstandings.

1.3 Agreement to Terms

By making a purchase on www.sehra-e-khaas.com, you acknowledge that you have read, understood, and agree to be bound by the terms outlined in this policy.

If you do not agree with any part of this policy, please do not place an order.

1.4 Policy Integration

This policy forms an integral part of our:

• Terms & Conditions
• Privacy Policy
• Shipping Policy

All policies should be read together for a complete understanding of your rights and obligations.

1.5 Customer Support Commitment

We are committed to resolving any issues fairly and efficiently. If you have concerns about an order, please contact us at support@sehra-e-khaas.com.

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2. Return Eligibility & Conditions

Returns and exchanges are accepted only under specific conditions outlined in this section. We carefully evaluate each return request to ensure fairness while protecting the integrity of our limited-edition collections.

2.1 Time Frame for Return Requests

Standard Return Window

Returns must be requested within 14 days of delivery (or as extended by local consumer protection laws).

Calculating the return window:

• Day 1 = Date of delivery (as confirmed by courier tracking)
• Day 14 = Final day to initiate return request
• Requests received after this period will not be accepted (except for defective items)

Extended Return Windows (Where Applicable)

Certain jurisdictions provide extended return periods under consumer protection laws:

• EU/UK: 14 days from receipt (statutory cooling-off period)
• Australia: Reasonable timeframe under Australian Consumer Law
• Other regions: As required by local regulations

The most generous applicable period will apply to your order.

2.2 Condition Requirements

To be eligible for return, items must meet ALL of the following conditions:

Unused & Unworn

• Never worn outside of trying on at home
• No signs of use including:
  • Deodorant marks, makeup stains, or perfume odors
  • Stretched fabric or altered fit
  • Pilling, pulls, or snags from wear
  • Soil, dirt, or outdoor exposure
  • Pet hair or odors

Unwashed & Unaltered

• Never washed, dry cleaned, or laundered
• No alterations including:
  • Hemming or taking in/letting out
  • Removal or alteration of embellishments
  • Cutting of tags or fabric
  • Any modifications to the original design

Original Condition

• All original tags attached including:
  • Hang tags with brand information
  • Size and care labels
  • Authenticity tags (if applicable)
  • Price tags (if attached)
• Original packaging intact including:
  • Branded garment bags or boxes
  • Tissue paper and protective wrapping
  • Any accessories or documentation included

Hygienic Standards

For health and safety reasons, the following items show immediate signs of non-return eligibility:

• Undergarments, lingerie, or intimate apparel (unless defective and unopened)
• Swimwear (unless hygiene seal is unbroken)
• Items with broken hygiene seals
• Items with visible signs of wear or bodily contact

2.3 Proof of Purchase

You must provide valid proof of purchase:

• Order confirmation email
• Order number
• Invoice or receipt
• Transaction ID from payment processor

Returns without proof of purchase will not be accepted.

2.4 Inspection Process

Upon receiving your return:

1. Initial inspection – Verification of package contents (1 business day)
2. Detailed quality check – Assessment of condition (2-3 business days)
3. Authentication – Verification of original Sehra-e-Khaas product
4. Decision – Approval or denial of return (communicated within 7-10 business days)

2.5 Right to Refuse Returns

We reserve the right to refuse returns that:

• Do not meet the condition requirements
• Are received outside the return window
• Show signs of wear, alteration, or damage
• Are returned without prior authorization
• Lack proof of purchase
• Appear to have been purchased from unauthorized resellers
• Show evidence of wardrobing (wearing items with intent to return)

Consequences of Refused Returns

If a return is refused:

• Item will be returned to you at your expense
• No refund or store credit will be issued
• You will be notified of the reason for refusal
• You may be charged a restocking fee (where applicable by law)

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3. Final Sale & Limited Edition Items

3.1 Limited Edition Philosophy

Due to the exclusive and limited-edition nature of our collections:

• Many items are produced in extremely limited quantities
• Some pieces are one-of-a-kind or made-to-order
• Collections may never be reproduced once sold out
• Each item represents significant craftsmanship and design effort

3.2 Final Sale Designation

All items are generally considered final sale, with the following important exceptions:

Exceptions to Final Sale

Returns ARE accepted for:

• Defective items – Manufacturing defects, flaws, or quality issues
• Damaged items – Items damaged during shipping or handling
• Incorrect shipments – We sent you the wrong item, size, or color
• Mandatory consumer rights – Where local consumer protection laws require it

Items Clearly Marked “Final Sale”

Products specifically labeled as:

• “Final Sale”
• “Limited Edition – No Returns”
• “Clearance – All Sales Final”
• “Non-Returnable”

Are NOT eligible for return under any circumstances except:

• Defective upon receipt
• Damaged during shipping
• Where legally required

3.3 Made-to-Order & Custom Items

Custom or made-to-order items are strictly non-returnable because:

• They are produced specifically for you
• Cannot be resold to other customers
• Involve personalized specifications
• Require dedicated production resources

Made-to-order items include:

• Custom sizing or alterations
• Personalized embroidery or monogramming
• Special color or fabric requests
• Bespoke designs

Exception: Defective or significantly different from specifications provided.

3.4 Sale & Clearance Items

Items purchased during sales or from clearance collections:

• May be marked as final sale (clearly indicated at purchase)
• Generally not eligible for return due to discounted pricing
• Eligible for return only if defective or damaged

Please review sale terms carefully before purchasing discounted items.

3.5 Pre-Order Items

Items purchased as pre-orders:

• Subject to the same return policy once received
• Cannot be cancelled once production begins (typically 48-72 hours after order)
• Return window begins from delivery date, not order date

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4. Resolution Options

Depending on the circumstances of your return, we may offer one or more of the following resolutions:

4.1 Replacement Item

When offered:

• Item is defective or damaged
• Incorrect item was shipped
• Preferred resolution for both parties

Process:

• We ship a replacement at no additional cost
• Defective/incorrect item must be returned
• Expedited shipping may be offered for our errors
• Subject to inventory availability

If replacement is unavailable:

• Full refund offered instead
• Store credit for future purchase
• Partial refund if you wish to keep the defective item (at our discretion)

4.2 Store Credit

When offered:

• Customer preference for non-defective returns
• International returns (to avoid high shipping costs)
• When item is no longer in stock for exchange
• As an alternative to refund

Store credit terms:

• Issued as a unique code for use on future purchases
• Valid for 12 months from issue date
• Can be combined with promotional codes (where allowed)
• Non-transferable and non-refundable
• Redeemable on www.sehra-e-khaas.com only
• Sent via email within 5-7 business days of return approval

Store credit value:

• Full product value (excluding original shipping)
• May include a bonus credit (e.g., 10% extra) as a gesture of goodwill

4.3 Refund to Original Payment Method

When offered:

• Defective, damaged, or incorrectly shipped items
• Required by consumer protection laws (EU, UK, Australia, etc.)
• Approved returns within the standard return window
• Customer preference (where eligible)

Refund includes:

• Full product cost
• Original shipping fees (only if the return is due to our error)

Refund does NOT include:

• Return shipping costs (unless our error)
• Currency conversion or international transaction fees
• Gift wrapping or special service fees (unless defective item)

Processing timeline:

• Inspection: 7-10 business days after we receive the item
• Refund initiation: 2-3 business days after approval
• Bank processing: 5-10 business days (depends on your financial institution)
• Total timeline: Approximately 14-23 business days from receipt

Note: Refunds are issued in the original currency and payment method used for purchase.

4.4 Partial Refund

When offered (at our discretion):

• Item has minor defects and you wish to keep it
• Return doesn’t fully meet condition requirements but shows good faith
• Missing original packaging but item is otherwise pristine
• As a goodwill gesture for inconvenience

Typical partial refund amounts:

• 10-30% discount for minor issues
• Negotiated based on severity of issue
• Communicated before processing

4.5 Determining Resolution

All resolutions are determined after thorough inspection of the returned item and consideration of:

• Reason for return
• Condition of returned item
• Availability of replacement inventory
• Customer’s location and return shipping costs
• Compliance with consumer protection laws
• Customer’s preference (where applicable)

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5. Return Shipping & Associated Costs

Understanding who pays for return shipping is crucial. This section clarifies responsibilities based on the reason for return.

5.1 Returns Due to Our Error

We cover return shipping costs when:

• Item is defective or has manufacturing flaws
• Item was damaged during shipping to you
• We sent the wrong item, size, or color
• Item is significantly different from description
• Quality does not match our standards

What We Provide:

• Prepaid return shipping label (for eligible countries)
• Return authorization number for tracking
• Full refund including original shipping fees
• Replacement shipping at no charge (if applicable)

Process:

1. Contact us with photos and explanation
2. We verify the issue
3. We email you a prepaid return label (or reimburse return shipping)
4. You ship the item using the provided label
5. We process your refund/replacement upon receipt

5.2 Returns for Personal Reasons

You are responsible for return shipping costs when returning due to:

Change of Mind

• No longer want the item
• Found a better price elsewhere
• Decided on a different style

Sizing or Fit Preference

• Item doesn’t fit as expected
• Prefer a different size
• Style doesn’t suit you

Buyer’s Remorse

• Ordered by mistake
• Overspent budget
• Changed plans

Other Personal Reasons

• Ordering the wrong item yourself
• Duplicate orders
• Color preference
• Any reason not related to product defect or our error

Important: Original shipping charges are non-refundable for returns due to personal reasons.

5.3 Return Shipping Guidelines

Recommended Practices:

• Use tracked shipping – Always use a courier with tracking capability
• Insure valuable items – Consider insurance for high-value orders
• Retain proof – Keep tracking numbers and postage receipts
• Pack securely – Use appropriate packaging to prevent damage in transit
• Ship promptly – Return within 7 days of receiving return authorization

Accepted Carriers:

• International: DHL, FedEx, UPS, TNT
• Local/Regional: Trusted postal services with tracking
• Not accepted: Untracked mail, courier services without proof of delivery

You remain responsible for the item until it reaches our facility and is checked in.

5.4 International Return Shipping

Cost Considerations:

International return shipping can be expensive, often costing:

• $30-$100+ depending on destination and weight
• Additional customs or duty fees
• Insurance costs

Recommendation: For international customers, store credit is often the most economical option as it avoids expensive return shipping costs.

International Return Process:

1. Contact us first – We’ll provide return address and instructions
2. Declare accurately – Use correct customs declarations
3. Choose tracked service – Essential for international shipments
4. Expect delays – International returns may take 10-30 days

Customs & Duties on Returns:

• Original customs/duties paid are non-refundable
• Return shipment may incur additional customs fees
• Customer responsible for all customs-related costs
• We cannot mark returns as “warranty repair” or undervalue items

5.5 Lost Return Packages

If your return package is lost in transit:

• You must file a claim with the carrier
• Provide tracking information to us
• We cannot process refunds until the package is located or claim is settled
• Insurance coverage (if purchased) is your responsibility to claim

Best practice: Always use insured, tracked shipping for returns.

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6. How to Request a Return – Step-by-Step Process

Follow these steps carefully to ensure your return request is processed smoothly and efficiently.

Step 1: Initiate Return Request (Within 14 Days)

Email us at: support@sehra-e-khaas.com Deadline: Within 14 days of delivery (or as required by local law)

Subject Line: “Return Request – Order #[Your Order Number]”

Include the following information:

• Order Number – Found in your order confirmation email
• Full Name – Name on the order
• Email Address – Used for the order
• Item(s) to Return: Product name, size, color, quantity
• Reason for Return – Be specific and honest (helps us improve). Examples: “Size too large,” “Defective stitching,” “Changed mind”
• Preferred Resolution: Refund, Exchange (specify desired item/size), or Store credit
• Clear Photos (if defective or damaged): overall view, close-up of defect/damage, original packaging and tags, multiple angles if necessary

Example Return Request Email:

Subject: Return Request – Order #SK123456

Hello Sehra-e-Khaas Team,

I would like to request a return for my recent order.

Order Number: SK123456 Name: [Your Name] Email: [Your Email]

Item to Return: Embroidered Kurta, Size M, Ivory, Quantity: 1

Reason: The size is larger than expected based on the size chart

Preferred Resolution: Exchange for Size S (if available), otherwise store credit

I have attached photos showing the item in original condition with all tags attached.

Thank you for your assistance.

Best regards, [Your Name]

Step 2: Wait for Return Authorization (1-2 Business Days)

Do NOT ship items without authorization.

After submitting your request:

• We will review within 24-48 hours
• You’ll receive a response via email with: Return Authorization (RA) Number, return shipping address, return instructions, prepaid label (if applicable), and timeline expectations

Important: Returns shipped without authorization may be refused or delayed.

Step 3: Prepare & Ship the Return Package (Within 7 Days)

Packing Instructions:

1. Use Original Packaging (if possible) – garment bag/box, tissue paper, all tags attached
2. Ensure All Tags Are Attached – hang tags, care labels, brand labels, size labels
3. Include Documentation – RA number written clearly, copy of invoice/packing slip, brief note explaining the return
4. Secure Packaging – sturdy box or padded envelope, sealed properly, protected against moisture/damage
5. Label Clearly – RA number on the outside, clear addressing, shipping label attached securely

Shipping Instructions:

• Choose a tracked courier service (DHL, FedEx, UPS internationally; reliable postal service domestically) and retain the tracking number
• Ship to the address provided in your authorization email (not our business address unless specified), and include the RA number on the package
• Recommended services: DHL Express, FedEx International Priority (international); national postal service with tracking (domestic)
• Ship within 7 days – the return authorization is valid for 7 days; after that you may need a new authorization

Step 4: Track Your Return & Notify Us

After shipping:

• Email us the tracking number at support@sehra-e-khaas.com
• Subject: “Return Shipped – RA#[Number]”
• Include tracking number and expected delivery date

We will monitor the shipment, confirm receipt upon arrival, and begin the inspection process. You should keep tracking information, monitor delivery status, and contact us if tracking shows issues.

Step 5: Return Inspection & Processing (7-10 Business Days)

Once we receive your return:

• Day 1-2: Package receipt and check-in – log return in our system, verify RA number and contents
• Day 3-5: Detailed inspection – check condition, verify tags/packaging, assess eligibility
• Day 6-7: Decision & communication – approve or deny return, email you the outcome, initiate refund/exchange if approved
• Day 7-10: Processing – process refund to original payment method, prepare replacement shipment, issue store credit code

Step 6: Receive Your Resolution

If Approved:

• Refund: Posted to your original payment method within 7-10 business days
• Exchange: New item shipped within 3-5 business days (subject to availability)
• Store Credit: Code emailed within 2-3 business days

If Denied:

• Detailed explanation provided
• Option to have item returned to you (at your expense)
• Opportunity to appeal decision with additional information

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7. Inspection & Processing Timeline

Understanding the timeline helps set proper expectations for your return.

7.1 Receipt & Check-In (1-2 Business Days)

Upon arrival at our facility:

• Package is received and logged
• RA number is verified
• You receive confirmation email: “Return Received”

7.2 Detailed Quality Inspection (2-5 Business Days)

Our quality team examines:

Condition Assessment

• Item is unworn, unwashed, unaltered
• No signs of use or damage
• All tags and labels intact
• Original packaging present

Authenticity Verification

• Confirms genuine Sehra-e-Khaas product
• Matches order records
• No evidence of tampering

Hygiene Standards

• Meets health and safety requirements
• No odors, stains, or signs of wear

7.3 Decision & Communication (1-2 Business Days)

Possible outcomes:

• Approved – Item meets all return conditions; resolution proceeds as requested; confirmation email sent with next steps
• Denied – Item doesn’t meet return conditions; detailed explanation provided; options for next steps offered
• Conditional Approval – Minor issues identified; partial refund offered; customer can accept or decline

7.4 Processing Timeline

Once approved:

Resolution Type	Processing Time	Total Time from Receipt
Refund	2-3 business days to initiate; 5-10 days for bank processing	14-23 business days
Store Credit	2-3 business days	9-13 business days
Exchange	3-5 days to ship replacement	10-15 business days

7.5 Denial Reasons & Appeals

Common reasons for denial:

• Item shows signs of wear or use
• Tags removed or damaged
• Packaging missing or damaged
• Outside return window
• Not the original item from order
• Hygiene standards not met

If your return is denied, you’ll receive a detailed explanation, photos of the issue (if applicable), and the option to accept the denial, have the item returned to you (shipping fees apply), or appeal with additional evidence.

Appeal process:

• Submit appeal within 7 days
• Provide additional photos or explanation
• Final decision within 3-5 business days

7.6 We Reserve the Right To:

• Deny refunds for items that don’t meet our standards
• Offer partial refunds for items with minor issues
• Request additional information or photos
• Extend inspection time for complex cases
• Verify authenticity with third-party services

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8. Exchanges

While we don’t offer direct exchanges in most cases, we want to make the process as smooth as possible when exchanges are available.

8.1 Exchange Availability

Exchanges are:

• Subject to inventory availability
• Processed only after return approval
• Limited to like-for-like items (same product, different size/color)
• Not guaranteed
• Not available for final sale or custom items

Recommended process for the fastest resolution: return the original item for refund, then place a new order for the desired item/size. This ensures you get what you want immediately.

8.2 Exchange Process

If exchange is requested and available:

1. Submit return request (as outlined in Section 6) – clearly state “Exchange Request”, specify desired size/color, confirm availability with us first
2. Return original item – follow standard return procedure; must meet all return conditions
3. We inspect and approve – standard 7-10 business day inspection
4. Exchange processed – replacement item shipped within 3-5 business days with tracking information; standard shipping times apply

8.3 Price Differences

Exchanging for a more expensive item:

• You pay the difference plus applicable shipping
• Invoice sent via email
• Payment required before shipment
• Accepted payment methods: credit card, PayPal

Exchanging for a less expensive item:

• Store credit issued for the difference
• Credit valid for 12 months
• Cannot be refunded to original payment method
• Sent via email within 2-3 business days

Example:

• Original item: $150 → Exchange item: $180 → You pay: $30 + shipping
• Original item: $150 → Exchange item: $120 → You receive: $30 store credit

8.4 Exchange Shipping Fees

Who pays shipping:

Reason for Exchange	Return Shipping	Outbound Shipping
Defective/Our Error	We pay	We pay
Wrong Size/Personal Preference	You pay	You pay
Made-to-order unavailable size	We pay	You pay for size difference

Typical shipping costs: Domestic $10-$25; International $30-$80.

8.5 Exchange Limitations

Cannot exchange:

• Final sale items (unless defective)
• Items outside return window
• Items not in original condition
• Custom or made-to-order pieces
• Clearance or sale items (unless defective)

Exchange once policy: each item can only be exchanged once. After exchange, the item becomes final sale, with no further returns or exchanges accepted.

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9. Order Cancellations

Cancelling an order before it ships is different from returning a received order.

9.1 Cancellation Window

You may request cancellation within 24 hours of placing your order, provided:

• Order has not entered processing
• Payment has been confirmed but fulfillment hasn’t begun
• You contact us immediately

Time is critical: the sooner you contact us, the better the chance of successful cancellation.

9.2 How to Cancel an Order

Email: support@sehra-e-khaas.com Subject: “URGENT: Order Cancellation Request – Order #[Number]”

Include: order number, full name, email address, reason for cancellation, request confirmation.

Response time: within 4-12 hours during business hours.

9.3 Cancellation Outcomes

Successful Cancellation (Order Not Yet Processed):

• Confirmation email sent
• Full refund processed within 5-7 business days
• No cancellation fees

Partial Cancellation (Processing Begun):

• Some items may have already been prepared
• Cancelled items refunded
• Processed items shipped (can be returned upon receipt)

Cannot Cancel (Already Shipped):

• Order cannot be stopped once shipped
• You may refuse delivery (return shipping fees apply)
• Or receive and return per standard return policy

9.4 Made-to-Order Cancellations

Custom or made-to-order items:

• Cannot be cancelled once production begins
• Production typically starts within 24-48 hours
• Cancellation requests must be within 24 hours of order placement
• No refunds once production has started (unless defective upon receipt)

9.5 Cancellation Refunds

• Initiated within 24-48 hours of confirmation
• Posted to original payment method
• Bank processing: 5-10 business days
• Full order amount refunded (no fees)

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10. Damaged or Defective Items

We take product quality seriously. If you receive an item that is damaged or defective, we will make it right.

10.1 What Constitutes Damage or Defect

Manufacturing Defects:

• Broken or missing stitching
• Holes, tears, or fabric flaws
• Incorrectly attached embellishments
• Zipper or button malfunctions
• Uneven hems or seams
• Color bleeding or fading (beyond normal)
• Fabric defects or imperfections

Shipping Damage:

• Item damaged during transit
• Crushed, torn, or stained packaging causing item damage
• Missing components or accessories
• Water damage from shipping

Quality Issues:

• Significant deviation from product description
• Color drastically different from images (beyond normal screen variation)
• Size significantly incorrect from size chart
• Missing advertised features

10.2 What Does NOT Constitute a Defect

Normal variations:

• Slight color differences due to screen settings or lighting
• Minor variations in handcrafted details
• Natural fabric characteristics
• Artisanal embellishment variations
• Slight size variations within tolerance (+/- 1-2cm)

Not covered:

• Damage caused after delivery
• Damage from improper care or washing
• Normal wear and tear
• Changes due to use
• Personal preference on fit or style

10.3 Reporting Timeline

Report within 48 hours of delivery. This ensures timely documentation, allows us to address issues with suppliers, prevents confusion about the cause of damage, and is required for courier insurance claims.

Late reports may still be considered on a case-by-case basis but are harder to verify and may require additional evidence.

10.4 How to Report Damage or Defect

Email: support@sehra-e-khaas.com Subject: “Damaged/Defective Item – Order #[Number]”

Include:

• Order Details: order number, date of delivery, item name and description
• Clear Photos: overall item, close-up of defect, original packaging, all tags attached, multiple angles (at least 3-5 photos, good lighting, in focus, show scale)
• Detailed Description: what is wrong, when you noticed it, how it differs from what you expected

10.5 Resolution Process

Step 1: Immediate Acknowledgment (Within 24 hours) – we confirm receipt of your report and provide a case number.

Step 2: Assessment (1-2 business days) – we review photos and description, verify against quality standards, determine cause and solution.

Step 3: Resolution Offer (Within 3 business days) – we will offer one of the following:

• Option A: Immediate Replacement – new item shipped at no cost, expedited shipping where possible, defective item returned after receiving replacement
• Option B: Full Refund – if replacement unavailable; refund includes original shipping costs; processed within 5-7 business days; in some cases no need to return item
• Option C: Partial Refund + Keep Item – for minor defects you’re willing to overlook; discount of typically 15-30%; keep the item and receive a partial refund
• Option D: Return for Inspection – for unclear cases; prepaid return label provided; full inspection upon receipt; resolution after inspection

10.6 No-Return Resolution

For clearly defective items, we may offer a full refund without requiring return, saving shipping costs and time. You may keep or donate the defective item, provided photographic evidence is clear and conclusive.

Criteria: the defect is obvious and well-documented, return shipping would be expensive (international), the item has no resale value, and the customer has a good order history.

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11. Customs, Duties & Refused Deliveries

International shipping involves customs procedures that customers must understand.

11.1 Customer Responsibility for Customs

As the importer of record, you are responsible for:

• All import duties and taxes levied by your country
• Customs clearance fees charged by customs authorities
• Brokerage fees charged by couriers for customs processing
• Compliance with your country’s import regulations
• Payment of all fees required for package release

We have no control over the amount of duties/taxes charged, customs clearance timelines, local import regulations, or whether a package is selected for inspection.

11.2 Understanding Customs Charges

Charge Type	Who Sets It	Typical Range
Import Duty	Your government	0-30% of item value
VAT/GST	Your government	5-25% of item value
Customs Processing	Customs authority	$5-$30
Brokerage Fee	Courier company	$10-$50

Note: these are estimates only. Actual charges vary by country, item type, and value.

11.3 Our Customs Declaration Policy

We accurately declare all shipments: true value of items (no undervaluing), accurate product descriptions, correct commodity codes, and proper documentation.

We cannot and will not: mark items as “gifts” to avoid duties, undervalue items on customs forms, misdescribe contents, or split shipments to avoid thresholds.

This is because of legal compliance requirements, to protect you from customs penalties, to maintain our shipping partnerships, to ensure insurance validity, and as a matter of ethical business practice.

11.4 Refused Deliveries Due to Customs

If you refuse a package because of customs charges:

• Package is returned to us at your expense
• Original shipping fees are non-refundable
• Return shipping costs deducted from refund
• Restocking fee may apply (typically 15-25%)
• Processing delay of 4-8 weeks for international returns

Refund calculation example:

• Original order value: $200
• Original shipping: $40 (non-refundable)
• Return shipping cost: $50
• Restocking fee (20%): $40
• Refund issued: $200 − $40 − $50 − $40 = $70

11.5 Recommendations for International Customers

Before ordering:

• Research your country’s import duties using online duty calculators
• Budget for additional costs beyond the order total
• Understand your country’s de minimis threshold (duty-free limit)
• Check prohibited or restricted items in your country
• Ensure someone is available to receive and pay for the package

When receiving:

• Expect contact from courier requesting payment
• Pay customs charges promptly to avoid return to sender
• Keep all receipts and documentation for tax purposes
• Inspect package immediately and report any damage

If customs charges are higher than expected:

• This is between you and your government
• We cannot refund customs charges
• We cannot reduce the declared value retroactively
• You may dispute charges with customs directly

11.6 Customs Delays

• Normal clearance: 1-5 business days
• Extended holds: 5-15 business days (inspections)
• We cannot expedite customs clearance
• Track your package and contact courier for updates
• Contact customs directly if held beyond normal timeframes

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12. Consumer Rights (Regional Protections)

We respect and comply with consumer protection laws worldwide.

12.1 European Union & United Kingdom

You have the right to:

• 14-day cooling-off period from receipt (no reason needed)
• Refund within 14 days of return notification
• Full refund including outbound shipping (if you cancel within the cooling-off period)
• Return goods that are faulty or not as described (up to 6 years in some cases)

Important notes: hygienic items sealed at delivery may be excluded if the seal is broken; custom-made items are excluded from the cooling-off period; you must return goods within 14 days of the cancellation notice; we refund within 14 days of receiving goods or proof of return. Distance Selling Regulations apply to all EU/UK customers.

12.2 Australia

Under Australian Consumer Law (ACL), products come with guarantees that cannot be excluded:

• Acceptable quality – free from defects, safe, durable
• Fit for purpose – suitable for intended use
• Match description – as advertised

Consumer guarantees: major failures entitle you to refund or replacement; minor failures must be repaired within a reasonable time; rights apply for a reasonable timeframe (considering price and nature). We honor all statutory guarantees, and where a conflict exists, ACL prevails.

12.3 United States (State-Specific Rights)

California and certain other states provide the right to cancel within a specified period, protection against deceptive practices, and the right to accurate product descriptions. Federal Trade Commission (FTC) mail/telephone order rules also apply, including the right to specific delivery information and protection against shipping delays.

12.4 Canada (PIPEDA & Provincial Laws)

Provincial consumer protection acts apply, including the right to cancel distance sales (varies by province) and accurate advertising requirements.

12.5 Other Jurisdictions

We comply with local consumer protection laws including New Zealand’s Consumer Guarantees Act, Singapore’s Consumer Protection (Fair Trading) Act, UAE’s Consumer Protection Law, and other countries as applicable.

12.6 When Local Laws Provide Greater Protection

Nothing in this policy limits your statutory rights under applicable consumer protection laws. Where local law provides longer return periods, broader refund rights, or additional remedies, we honor and provide them.

Our commitment: comply with the strongest applicable protection, inform you of your local rights when relevant, honor mandatory statutory guarantees, and never ask you to waive legal rights.

If you believe your statutory rights are not being honored: contact us first for resolution, reference your local consumer protection law, contact your local consumer protection authority, or seek legal advice if necessary.

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13. Contact Us & Customer Support

We’re here to help with any return, refund, or exchange questions.

13.1 Primary Contact Information

• Email: support@sehra-e-khaas.com
• Website: www.sehra-e-khaas.com
• Live Chat: Available on website during business hours (if applicable)

13.2 Response Times

• Standard inquiries: initial response 24-48 hours; full resolution 3-5 business days
• Urgent issues (damaged/defective): initial response 12-24 hours; resolution offer 2-3 business days
• Return authorization requests: response 24-48 hours
• Weekends & holidays: inquiries logged, responses sent next business day

13.3 Business Hours

We operate from Pakistan Standard Time (PKT / UTC+5).

13.4 What to Include in Your Email

For fastest service, always include: order number, full name on order, email address used for order, detailed description of issue, photos (if applicable), and preferred resolution.

13.5 Subject Line Guide

• Return Request: “Return Request – Order #[Number]”
• Defective Item: “Defective Item – Order #[Number]”
• Exchange Request: “Exchange Request – Order #[Number]”
• Refund Status: “Refund Status Inquiry – Order #[Number]”
• Cancellation: “URGENT: Cancellation Request – Order #[Number]”

13.6 Escalation Process

If you’re not satisfied with the initial response: request escalation in your reply; supervisor review within 3-5 business days; management review (if needed) within 5-7 business days.

13.7 Feedback & Complaints

We value your feedback on your return experience and welcome suggestions for policy improvements. For formal complaints, please detail your concern, include order information, state your desired resolution, and allow 7 business days for investigation.

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14. Frequently Asked Questions (FAQs)

Q1: How long do I have to return an item? A: 14 days from delivery (or as extended by local consumer protection laws in your jurisdiction). Contact us within this window to initiate a return.

Q2: Do I have to pay for return shipping? A: It depends — for our error (defective/wrong item) we cover return shipping; for your preference (sizing/style) you cover return shipping.

Q3: How long does a refund take? A: Total timeline is typically 14-23 business days: 7-10 days for inspection after we receive the item, 2-3 days to process the refund, and 5-10 days for your bank to post it.

Q4: Can I exchange an item for a different size? A: Yes, if available. However, we recommend returning for a refund and placing a new order for the fastest service, since exchange availability depends on stock.

Q5: What if my item arrives damaged? A: Contact us within 48 hours at support@sehra-e-khaas.com with photos. We’ll send a replacement or full refund at no cost to you.

Q6: Are sale items returnable? A: Sale items marked “Final Sale” are not returnable unless defective. Check the product page before purchasing.

Q7: Can I return an item without tags? A: Generally no. All original tags must be attached. Exceptions made only for defective items.

Q8: What if I’m international and don’t want to pay expensive return shipping? A: We recommend store credit as the best option, since it avoids expensive international return shipping costs.

Q9: Do you refund original shipping costs? A: Only if the return is due to our error (defective/wrong item) or required by local consumer law.

Q10: Can I cancel my order after it ships? A: No, orders cannot be cancelled once shipped. You may refuse delivery or return the item upon receipt per our standard policy.

Q11: What happens if my return is denied? A: We’ll explain why and offer options: have the item returned to you (at your cost), accept a partial refund (if applicable), or appeal with additional evidence.

Q12: Do I need a Return Authorization number? A: Yes, always. Returns without authorization may be refused or significantly delayed.

Q13: Can I return a custom-made or personalized item? A: Custom items are non-returnable unless defective or not made to specifications.

Q14: What if I paid customs duties and need to return the item? A: Customs duties paid are non-refundable. You may be able to reclaim them through your customs authority.

Q15: How do I track my return package? A: Use the tracking number from your courier. Also email it to us so we can monitor its arrival.

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15. Policy Updates & Amendments

15.1 Right to Modify

We reserve the right to modify this Return, Refund & Exchange Policy at any time to reflect changes in business operations, legal or regulatory updates, customer feedback, and industry best practices.

15.2 Notification of Changes

• Material changes: 30 days’ notice via email, notice on website, updated “Last Updated” date
• Minor clarifications: effective immediately upon posting, updated date only

15.3 Which Policy Applies

The policy in effect at the time of your purchase governs your return rights.

Example:

• Purchased: January 1, 2026 (Policy v1.0)
• Policy updated: January 15, 2026 (Policy v1.1)
• Return requested: January 25, 2026
• Applicable policy: v1.0 (from purchase date)

15.4 Review Recommendation

Review this policy before each purchase, as terms may change.

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16. Final Notes & Commitments

16.1 Our Commitment to You

At Sehra-e-Khaas, we are committed to fair and transparent return practices, respect for your consumer rights, quality products that meet expectations, responsive customer service, and continuous improvement of our policies.

16.2 Your Responsibilities

We ask that you review this policy before purchasing, inspect items upon delivery, report issues promptly, follow return procedures carefully, maintain items in returnable condition, and communicate clearly and respectfully.

16.3 Fair Resolution Philosophy

We believe in finding fair solutions for both parties, considering each case individually, balancing customer satisfaction with business sustainability, and building long-term relationships over short-term profit.

16.4 Quality Assurance

We stand behind our products through rigorous quality control processes, careful handling and packaging, prompt resolution of defects, and continuous quality improvement.

16.5 Customer Satisfaction

Your satisfaction matters. We want you to love what you purchase, we’ll work with you to resolve issues, your feedback helps us improve, and we appreciate your business.

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Summary – Quick Reference Guide

• Return Window: 14 days from delivery
• Condition Required: Unworn, unwashed, tags attached
• Contact: support@sehra-e-khaas.com
• Report Defects: Within 48 hours
• Final Sale: Limited edition items (unless defective)
• Return Shipping: Customer pays (unless our error)
• Refund Time: 14-23 business days total
• Exchanges: Subject to availability
• Cancellations: Within 24 hours if not shipped
• International: Store credit recommended (high return shipping costs)
• Consumer Rights: Local laws apply where stronger

Thank you for shopping with Sehra-e-Khaas. We appreciate your understanding of our return policy and look forward to serving you.

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Join Khaas Club

Slug: join-khaas-club Post ID: 85 Date: 2026-02-18**

Sehra e Khaas — Pakistan — Est. 2025

KHAAS PRIVATE MEMBERS CLUB

The Sovereign Assembly is the exclusive membership and loyalty collective of Sehra E Khaas. Join as a Founding Member to secure priority access to limited-edition luxury streetwear, heavyweight artifacts, exclusive drops, archived releases, and members-only privileges. Designed for those who value rarity, craftsmanship, and permanence.

[ JOIN KHAAS CLUB ]

The Sovereign Privileges

Join the Khaas Club for exclusive access, rewards, and limited releases.

01. Artifact Registry Every Sehra E Khaas artifact is individually certified with a unique serial number, ensuring authenticity, exclusivity, and permanent ownership records.

02. Priority Access Receive exclusive 48-hour early access to limited-edition drops before they become available to the public.

03. The Forge Archives Unlock access to design blueprints, concept sketches, craftsmanship insights, and behind-the-scenes creation methodologies.

04. Founding Membership Secure permanent Founding Member status within the Khaas Club, including exclusive membership privileges and collectible markers.

05. Annual Vault Access Gain the opportunity to acquire archived and unreleased designs available only to Khaas Club members.

06. Private Assemblies Receive invitations to exclusive member gatherings, private events, and curated experiences reserved for the Sehra E Khaas community.

Primary Contact

Email:  info@sehra-e-khaas.com 
           social@sehra-e-khaas.com