RETURN & REFUND POLICY
We have a seven-day return policy, which means you have seven (7) days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sanamohaimancouture@gmail.com. Please note that returns will need to be sent to the following address: 124 B2, Block B, Model Town Society, Lahore.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sanamohaimancouture@gmail.com.
ORDER CANCELLATION
We kindly request that any cancellation be submitted in writing within three (3) business days from the date of the invoice, with the invoice date counted as day one. While we will always strive to accommodate your requests with care, please note that deposits become non-refundable after three (3) business days. If any work has been initiated during this period, the costs incurred in bringing your vision to life will be charged to the client.
DAMAGES / ISSUES
At Sana Mohaiman Couture, every creation is crafted with the utmost care and attention to detail. We kindly request that any claims for workmanship defects, shortages, or errors be submitted in writing, accompanied by photographs, within seven (7) working days of receiving your order. Claims submitted after this period will be regarded as acceptance of the products.
Each piece undergoes careful inspection prior to dispatch. Responsibility for the product during transit lies with the client and the courier service. We encourage clients to inspect their orders upon arrival and report any damages, losses, or shortages directly to the carrier. While Sana Mohaiman Couture is not liable for freight-related claims, we are always happy to assist you with this process at our discretion.
Please note that all sales are final. RETURNS or EXCHANGES are only accepted with our prior written consent, ensuring each piece remains as exclusive and meticulously crafted as intended.
EXCEPTIONS/ NON-RETURNABLE ITEMS
Our Ready-to-Wear pieces are crafted with care according to standard sizes, designed to be worn and cherished immediately upon receipt. These items are NON-RETURNABLE and NON-REFUNDABLE.
At our discretion, exchanges or store credit may be offered if requested within seven (7) days of purchase, provided the items remain unworn, unwashed, and in their original condition with all tags intact. Every piece is created to delight, and we ensure it reaches you in perfect form, ready to be loved.
Unfortunately, custom products (such as special orders or personalized items) cannot be REFUNDED, and we cannot accept returns on sale items or gift cards.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
EUROPEAN UNION 14 DAY COOLING OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sanamohaimancouture@gmail.com.
RESTRICTION AND CHARGEBACK
By placing an order with Sana Mohaiman Couture and completing payment, the client acknowledges and agrees that initiating a chargeback with their bank whether during the order fulfillment process or after delivery is strictly prohibited. Any attempt to do so will be considered a material breach of this agreement.
In such an event, the Company reserves the right to take immediate legal action to recover any losses incurred, including product cost, bank fees, and associated legal expenses. Additionally, the Company may report the incident to relevant credit agencies, which could affect the client’s credit record.
By confirming an order, the client affirms that they have read, understood, and agreed to this chargeback policy and accept full responsibility for any breach. This clause takes precedence over any other terms and conditions, including those of banks, financial institutions, or payment service providers. It is intended to protect against fraudulent chargebacks and to ensure that any disputes are handled in a fair, professional, and respectful manner.