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RETURN AND EXCHANGE POLICY

At Khawab-e-Yasmin, we are dedicated to creating thoughtfully crafted pieces while supporting the strength, skill, and independence of women behind every design. Our policies are established in accordance with recognized e-commerce practices and consumer rights principles followed in Pakistan, ensuring transparency and trust. By placing an order on our website, you agree to the terms and conditions outlined below

IMPORTANT NOTE:

 Items purchased on SALE are not eligible for exchange or refund.

1. Eligibility for Exchange (Domestic & International)

An item will be eligible for exchange only if:

  • It is received in a damaged condition, or

     

  • An incorrect article has been delivered, or

     

  • It is received in a size different from the size ordered.
  • Eligible items will be exchanged only for the same article as a fresh replacement, subject to stock availability.

     

  • Exchanges are not issued in the form of coupons or vouchers. If a returned item qualifies for exchange, our team will contact the customer and share a new order number for the replacement, with the amount adjusted accordingly.

     

  • If the same article is unavailable for exchange, our team will reach out to the customer via call or WhatsApp to place a new order on the customer’s behalf, with the returned item’s value adjusted against the new order.

     

  • Our team will contact the customer within 48 hours of the item being received at the Khwab-e-Yasmin premises to assist with order placement and resolution.

     

  • Khawab-e-Yasmin is not obligated to offer monetary refunds for such cases unless the order falls under Refund-Eligible Orders.

2. Conditions for Exchange / Refund Eligibility

To qualify for an exchange or refund review, the following conditions must be met:

  • The item must be unused, unwashed, and returned in its original packaging.

     

    • All tags, labels, and accessories must be intact and attached.

       

    • Claims related to minor color variations caused by lighting, photography, or device screen settings will not be eligible for exchange or refund.

       

    • Styling elements, accessories, embellishments, or additional fabric used for photoshoots are not included unless explicitly mentioned in the product description on the website.

       

    • Claims based on expectations of embellishments, styling details, or accessories not stated online will not be accepted.

       

    Only paid orders cancelled before dispatch are eligible for a refund, which will be processed to the original credit/debit card used for payment.

3. Procedure for Online Exchange (Domestic Orders)

To initiate an exchange request, please follow the steps below:

  • Contact Customer Service within 3 working days of delivery.

     

  • Provide the following details:

     

    • Your order number

       

    • A brief description of the issue

       

    • Clear, open pictures of the received product showing the issue

       

  • Approved courier services for returns include: TCS, M&P, and POSTEX.

     

  • All return shipping charges are to be borne by the customer.

     

  • Once the complaint is lodged, a representative from our team will contact you on your registered number for verification.

     

  • The item must be returned only after the verification call and upon receiving return instructions from our representative.

     

Customers are required to share the courier tracking details within 5 days of dispatching the returned item.

4. Timeframe for Reporting an Issue

Customers must notify Khwab-e-Yasmin of any issue within 3 working days of receiving the order.
 Failure to report within this timeframe will render the order ineligible for exchange or refund.

5. Refund Policy

Refunds are applicable only on pre-paid orders.

Please note:
 Customised, stitched, and made-to-order items are strictly non-refundable and non-exchangeable once the order is confirmed, as these pieces are created specifically according to individual requirements.

Credit / Debit Card Payments

  • If a refund request is approved (where applicable), the amount will be credited back to the same card used for payment.
  • Processing Timeline:
    • 5–7 working days by Khwab-e-Yasmin

Additional processing time may be required by the issuing bank.

6. International Orders – Terms & Limitations

Eligibility

International orders will be reviewed for exchange or refund only if the received item is:

  • Damaged
  • Incorrect in size
  • Incorrect article

The issue must be reported within 3 working days of receiving the order

Please note:

Customised, stitched, and made-to-order international orders are not eligible for exchange or refund under any circumstances.

Conditions for Review

Customers are required to provide:

  • Order number
  • Clear images showing the reported issue

Once the complaint is submitted, a representative from Khwab-e-Yasmin will contact the customer on their registered number to guide them further.

Khawab-e-Yasmin reserves the right to decline claims where the required evidence is incomplete or not provided.

7. Important Legal Notes

Khawab-e-Yasmin shall not be liable for any refund or compensation in the following cases:

  • Orders that have already been processed, stitched, or dispatched cannot be cancelled or modified.

     

  • Customised and made-to-order items are final sale items and are not eligible for cancellation, refund, or exchange.

     

  • If the customer refuses to accept delivery, no refund or compensation will be issued.

     

  • If the parcel is held by customs in the destination country:

     

    • The customer must provide all required documentation.

       

No refund will be issued if the parcel is not cleared.

8. General Legal Disclaimer

Khawab-e-Yasmin reserves the right to amend, update, or modify these policies at any time without prior notice, in line with changes in business practices or regulatory requirements.

Please note:

Policies related to customised, stitched, and made-to-order items are strict and final, and exceptions cannot be made once an order is confirmed.

All decisions made by Khawab-e-Yasmin’s Quality Assurance and Customer Service teams shall be considered final.
 Any misuse of the exchange or refund policy, fraudulent claims, or repeated violations may result in refusal of service.

WHAT OUR CLIENT SAYS 🛍️

The fabric quality is really soft and premium, and the stitching is neat. This was my first online order from this brand and the experience was honestly great. Highly recommended!

— Ayesha Malik

My order arrived earlier than expected and the packaging was very neat. The size matched the size guide perfectly. Very satisfied with the purchase!

— Saira Ahmed

Great quality for the price. The same product was more expensive in the local market. I was hesitant about online shopping, but this brand exceeded my expectations.

—Sana Ali

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