Refund policy

Return, Exchange & Refund Policy

At Hashmaaz Garments, customer satisfaction is our priority. We want every customer to feel happy and confident shopping with us. If you experience a stitching issue, receive a defective or incorrect item, have a sizing concern, or are dissatisfied with your purchase, we will do our best to help you through an exchange.

This policy applies to both children's stitched clothing and children’s unstitched fabric. The same exchange terms apply to both ranges.

1. Our Exchange Policy

We accept exchange requests for eligible items in the following situations:

  • Defective items: The product has a manufacturing defect.

  • Stitching issues: The garment has a stitching or workmanship problem.

  • Incorrect items: You receive a different design or item from what you ordered.

  • Size or fitting concerns: The size does not meet your needs.

  • Dissatisfaction: You are unhappy with your purchase and would like to request an exchange.

Each request will be reviewed individually. Please contact our customer support team before sending any item back so we can guide you through the process.

2. Report Your Concern Within 48 Hours

Please contact us within 48 hours of receiving your parcel if you notice a defect, stitching problem, incorrect item, sizing concern, or other issue.

When contacting us, please provide:

  • Your order number.

  • A brief description of the issue.

  • Clear photos or videos of the item, where applicable.

Please note: If you report your concern within the 48-hour window and dispatch the return as instructed, we will still consider your exchange request even if the parcel takes longer than expected to reach us. Delays during return transit will not, by themselves, invalidate a timely reported request. Please retain your courier receipt and tracking details.

3. Delivery Charges for Exchanges

We aim to make exchanges fair and convenient for our customers.

For an approved exchange, the customer pays one side of the delivery cost, and Hashmaaz Garments pays the other side. This arrangement also applies to approved exchanges involving verified defects, stitching problems, or incorrect items.

Please contact us before dispatching your parcel so we can confirm the return instructions and delivery arrangements. Do not send an item back without receiving guidance from our team.

4. Condition of Items

To help us process your request, please keep the item unused and unwashed, in its original condition, with its original packaging and tags where applicable.

We may inspect the item before approving an exchange. However, these conditions do not limit any consumer rights or remedies that cannot legally be excluded under applicable law.

5. Delivery Times Across Pakistan

Our estimated delivery times are:

  • Karachi: Usually 1–3 days.

  • Other locations across Pakistan: Usually 3–7 days.

These are estimates rather than guaranteed delivery dates. Actual delivery times may vary depending on your location, courier operations, order processing, public holidays, weather, and other circumstances.

6. Unexpected Delays

Sometimes, circumstances beyond our control may affect deliveries and exchanges. These may include public protests, road closures, severe weather, internet or network outages, courier disruptions, or other local or countrywide situations.

We appreciate your patience and understanding during such circumstances. If your parcel or exchange is delayed, please contact us so we can assist you.

Once your returned parcel reaches us, we will review the item and proceed with the approved exchange as soon as reasonably possible, subject to product availability and any necessary checks. If the requested replacement is unavailable, our team will discuss an appropriate alternative or other applicable remedy with you.

7. Refunds

Our standard policy is to resolve eligible concerns through an exchange rather than a refund.

However, if an exchange is not reasonably possible, or a refund or another remedy is required under applicable law, we will work with you to determine an appropriate resolution.

Nothing in this policy is intended to exclude or restrict consumer rights that cannot legally be excluded.

8. How to Request an Exchange

Follow these steps to request an exchange:

  1. Contact us within 48 hours of receiving your parcel.

  2. Share your order number and explain the issue.

  3. Send clear photos or videos if requested.

  4. Wait for our team to confirm the return instructions.

  5. Dispatch the parcel as instructed and retain your courier receipt and tracking details.

  6. Once the parcel reaches us and the exchange is approved, we will arrange the replacement and confirm the next steps.

9. Contact Us

For exchange requests or assistance, please contact Hashmaaz Garments:

Thank you for choosing Hashmaaz Garments. We value your trust and will do our best to make your shopping experience pleasant, fair, and worry-free.

This policy is subject to applicable consumer-protection laws in Pakistan.