Exchange and Return Policy
Exchange and Return Policy
First: Ready-Made Products
Customers may request the return of a ready-made product within seven days from the date of delivery, provided that the product has not been used, washed, or altered and remains in its original condition, including its packaging and labels. The order number or invoice must also be provided.
Customers may also request an exchange within seven days from the date of delivery, subject to the availability of the replacement product and payment of any price difference, if applicable.
Second: Non-Returnable and Non-Exchangeable Products
- Products manufactured or tailored according to measurements provided by the customer.
- Products embroidered or printed with a specific logo, name, or trademark.
- Products made using fabric, colors, designs, or specifications selected by the customer.
- Wholesale or project orders for which production has begun after approval of the sample, design, or size distribution.
- Products that have been used, washed, altered, or damaged due to misuse or improper care.
These exclusions do not apply if the product has a manufacturing defect, was produced incorrectly by the factory, or materially differs from the specifications approved by the customer.
Third: Defects and Order Errors
If the customer receives a damaged product, an incorrect product, or a product with an apparent manufacturing defect, they must contact Customer Service within three days from the date of delivery and provide the order number, along with clear photographs of the product, the issue, and the packaging.
After reviewing the case, the factory will provide an appropriate solution, which may include repair, replacement, or a refund, depending on the nature of the issue.
If the issue is caused by a factory error or manufacturing defect, the factory will cover the shipping costs related to resolving the issue. However, if the exchange is requested because the customer selected the wrong size or color for a ready-made product, the customer will bear the shipping costs and any price difference, if applicable.
Fourth: Request and Refund Process
- Contact Customer Service within the specified period and provide the order number, the reason for the exchange or return, and photographs when required.
- The request will be reviewed, and the customer will be informed of the decision and provided with return instructions.
- The product must be returned within the period specified in the return instructions and in the same condition in which it was received.
- After the returned product is received and inspected, the eligible amount will be refunded to the original payment method within seven to fourteen business days, depending on the procedures of the payment provider and the bank.
