RETURN, REFUND & EXCHANGE POLICY (WORLDWIDE)

1. 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.

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:

Initial inspection – Verification of package contents (1 business day)
Detailed quality check – Assessment of condition (2-3 business days)
Authentication – Verification of original Sehra-e-Khaas product
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)

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

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)

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:

Contact us with photos and explanation
We verify the issue
We email you a prepaid return label (or reimburse return shipping)
You ship the item using the provided label
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:

Contact us first – We’ll provide return address and instructions
Declare accurately – Use correct customs declarations
Choose tracked service – Essential for international shipments
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.

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)
Store credit

✅ Clear Photos (if defective or damaged):

Overall view of the item
Close-up of the defect or 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 – Unique identifier for your return
- Return shipping address – Where to send the item
- Return instructions – Specific packing and shipping guidelines
- Prepaid label (if applicable – for defective/error items)
- Timeline expectations – When to expect resolution

⚠️ 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)

Original garment bag or box
Tissue paper and protective materials
All tags and labels attached to the item

2. Ensure All Tags Are Attached

Hang tags
Care labels
Brand labels
Size labels

3. Include Documentation

Return Authorization Number – Write clearly on a slip of paper inside the package
Copy of invoice or packing slip (if available)
Brief note explaining the return

4. Secure Packaging

Use sturdy box or padded envelope
Seal properly with strong tape
Protect against moisture and damage

5. Label Clearly

Write RA number on the outside of the package
Use clear, legible addressing
Attach shipping label securely

Shipping Instructions:

Choose a Tracked Courier Service:

DHL, FedEx, UPS (international)
Reliable postal service with tracking (domestic)
Retain tracking number – Critical for proof of shipment

Ship to the Address Provided:

Do NOT ship to our business address unless specified
Use the exact return address from your authorization email
Include RA number on package

Recommended Services:

International: DHL Express, FedEx International Priority
Domestic: National postal service with tracking

Ship Within 7 Days:

Return authorization is valid for 7 days
After 7 days, you may need to request 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
Begin inspection process

You should:

Keep tracking information
Monitor delivery status
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 against our standards
Verify all tags and packaging intact
Assess eligibility for refund/exchange

Day 6-7: Decision & communication

Approve or deny return
Email you with 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

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<br>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 detailed explanation
Photos of the issue (if applicable)
Option to:
- Accept denial (no refund)
- Have item returned to you (shipping fees apply)
- 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

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, we recommend:

Return the original item for refund
Place a new order for desired item/size
This ensures you get what you want immediately

8.2 Exchange Process

If exchange is requested and available:

Step 1: Submit return request (as outlined in Section 6)

Clearly state “Exchange Request”
Specify desired size/color
Confirm availability with us first

Step 2: Return original item

Follow standard return procedure
Must meet all return conditions

Step 3: We inspect and approve

Standard 7-10 business day inspection

Step 4: Exchange processed

Replacement item shipped within 3-5 business days
Tracking information provided
Standard shipping times apply

8.3 Price Differences

Exchanging for 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 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, item becomes final sale
No further returns or exchanges accepted

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

Refund processing:

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

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

Why this matters:

Ensures timely documentation
Allows us to address issues with suppliers
Prevents confusion about cause of damage
Required for courier insurance claims

Late reports:

May still be considered on case-by-case basis
Harder to verify cause of damage
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 – Full view showing the defect
Close-up of defect – Detailed view of the problem area
Original packaging – Show condition of box/bag
All tags attached – Prove item is unused
Multiple angles – Different perspectives of the issue

📸 Photo Tips:

Use good lighting
Clear, in-focus images
Show scale (use a ruler if helpful)
Include at least 3-5 photos

✅ Detailed Description:

What is wrong?
When did you notice it?
How does it differ from what you expected?

10.5 Resolution Process

Step 1: Immediate Acknowledgment (Within 24 hours)

We confirm receipt of your report
Provide case number for tracking

Step 2: Assessment (1-2 business days)

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
Best option if item is in stock

Option B: Full Refund

If replacement unavailable
Refund includes original shipping costs
Processed within 5-7 business days
No need to return item (in some cases)

Option C: Partial Refund + Keep Item

For minor defects you’re willing to overlook
Discount offered (typically 15-30%)
Keep the item, receive partial refund
Quick resolution

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:

Full refund without requiring return
Saves shipping costs and time
You may keep or donate the defective item
Photographic evidence must be clear and conclusive

Criteria:

Defect is obvious and well-documented
Return shipping would be expensive (international)
Item has no resale value
Customer has good order history

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:

Amount of duties or taxes charged
Customs clearance timelines
Local import regulations
Whether a package is selected for inspection

11.2 Understanding Customs Charges

Typical charges may include:

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
✅ Proper documentation

We cannot and will not:

❌ Mark items as “gifts” to avoid duties (illegal)
❌ Undervalue items on customs forms (fraudulent)
❌ Misdescribe contents (customs violation)
❌ Split shipments to avoid thresholds

Why we follow strict rules:

Legal compliance requirements
Protect you from customs penalties
Maintain our shipping partnerships
Ensure insurance validity
Ethical business practices

11.4 Refused Deliveries Due to Customs

If you refuse a package because of customs charges:

Consequences:

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

⚠️ Important: Refused deliveries result in significant costs to you.

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

Packages held in customs:

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

12. Consumer Rights (Regional Protections)

We respect and comply with consumer protection laws worldwide.

12.1 European Union & United Kingdom

Statutory Rights Under EU/UK Law:

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 cooling-off period)
Return goods that are faulty or not as described (up to 6 years in some cases)

Important EU/UK Notes:

Hygienic items sealed at delivery may be excluded if seal is broken
Custom-made items are excluded from cooling-off period
You must return goods within 14 days of 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

Australian Consumer Law (ACL) Rights:

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 reasonable time
Rights apply for reasonable timeframe (considering price and nature)

Our ACL Commitment:

We honor all statutory guarantees
Our policy does not limit your ACL rights
If conflict exists, ACL prevails

12.3 United States (State-Specific Rights)

California (and certain other states):

Right to cancel within specified period
Protection against deceptive practices
Right to accurate product descriptions

Federal Trade Commission (FTC) Rules:

Mail/telephone order rules apply
Right to specific delivery information
Protection against shipping delays

12.4 Canada (PIPEDA & Provincial Laws)

Consumer Protection:

Provincial consumer protection acts
Right to cancel distance sales (varies by province)
Accurate advertising requirements

12.5 Other Jurisdictions

We comply with local consumer protection laws in:

New Zealand – Consumer Guarantees Act
Singapore – Consumer Protection (Fair Trading) Act
UAE – Consumer Protection Law
Other countries as applicable

12.6 When Local Laws Provide Greater Protection

Important Principle:

Nothing in this policy limits your statutory rights under applicable consumer protection laws.

Where local law provides:

Longer return periods → we honor the longer period
Broader refund rights → we provide broader rights
Additional remedies → we make them available

Our commitment:

Comply with strongest applicable protection
Inform you of your local rights when relevant
Honor mandatory statutory guarantees
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
Seek legal advice if necessary

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
Authorization issued (if approved)

Weekends & Holidays:

Inquiries received are logged
Responses sent next business day

13.3 Business Hours

Customer Support:

[Add your business hours]
[Add your timezone]

Please note: 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)
✅ Preferred resolution

13.5 Subject Line Guide

Use clear subject lines for priority handling:

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 initial response:

Request escalation in your reply
Supervisor review within 3-5 business days
Management review (if needed) within 5-7 business days

We’re committed to fair resolution and will work with you to find a solution.

13.7 Feedback & Complaints

We value your feedback:

Share your return experience
Suggest policy improvements
Report any issues with our process

Formal complaints:

Detail your concern
Include order information
State desired resolution
Allow 7 business days for investigation

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:

Our error (defective/wrong item): We cover return shipping
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 refund
5-10 days for your bank to post the refund

Q4: Can I exchange an item for a different size?

A: Yes, if available. However, we recommend returning for refund and placing a new order for fastest service. 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 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. This 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)
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.

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
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.

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
✅ 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
✅ 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
Building long-term relationships over short-term profit

16.4 Quality Assurance

We stand behind our products:

Rigorous quality control processes
Careful handling and packaging
Prompt resolution of defects
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
We appreciate your business

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.