Return & Exchange Policy

🔁 Return & Exchange Policy

We want you to love what you ordered. If something doesn’t feel right, we’re here to help.

✨ General Exchange Rules

  • Exchanges are accepted within 7 days of delivery for unused and unwashed products in their original packaging.

  • Exchanges are available for size, colour or item replacement.

  • Used or washed products cannot be exchanged.

  • Please check your parcel at the time of delivery and contact us within 7 days if anything is wrong.

🪶 Velvet Products Guarantee

  • All velvet products can be exchanged within 1 year of purchase in case of a fabric defect or colour bleed.

  • This guarantee does not cover used, damaged or mishandled items.

🧵 Customised Orders

  • If a customised product is prepared incorrectly by our team, we will exchange it free of cost.

  • If the error is due to incorrect measurements or details provided by the customer, the customer will bear the shipping and remaking charges.

  • If the customer orders the wrong size, colour or design by mistake, an exchange can still be arranged, but shipping and customisation charges will apply.

🚫 Returns & Refunds

  • A return or refund is offered only if we are unable to provide the ordered product or an eligible exchange.

  • No refund or exchange will be processed for used, washed or damaged items.

  • Approved refunds are sent by bank transfer within 5–7 working days after we receive and inspect the returned item.

📬 Return Shipping

  • If the item is defective or we sent the wrong item, we cover the full return and replacement shipping cost.

  • For customer-initiated exchanges (change of mind, wrong size or colour ordered), the customer pays one-way courier charges (PKR 200–300).

⏳ How to Request an Exchange

  1. Message us on WhatsApp at 0311-1105600 with your order number and a photo of the item.

  2. Our team will confirm the exchange and share the return address.

  3. Once we receive and inspect the item, your replacement ships within 2–3 working days.

💬 Need Help?

📱 WhatsApp: 0311-1105600
📧 Email: alerts@thehomexperts.store