Return and Exchange Policy

How to file for a Return or Exchange?

To return or exchange a product, please fill out the return/exchange form with your order number, product name, original proof of purchase receipt, and the issue. Our customer care agent will get in contact with you. Alternatively, you can WhatsApp us at +92300 0399998 from Monday to Saturday between 10:00 am - 08:00 pm (Pakistan Standard Time). To proceed with the case, your purchase should be sent back to us within 14 days of receiving your order.

Return/Exchange Form Details:

  • Order Number
  • Email
  • Product Name
  • Reason for Return/Exchange

Return Procedure

Returns of any order are entertained only if reported within 48 hours of delivery, with the original proof of purchase receipt sent to you via email at the time of purchase. To return any item, follow the steps below:

  1. Gather your items and take pictures of them as proof to share with our customer care team.
  2. Locate your receipt that is sent to you via email and contains the original order number. Order Confirmations & Receipts are automatically generated by our system and sent to the email ID provided by the customer once the customer checks out and completes the order purchase process on our website.
  3. Initiate a request for a return at Brands Kahani by providing your order details that match your name, email address, and phone number, along with your reason for return and proof of your claim for return such as pictures, videos, etc.
  4. Our customer care team will look into your request and will contact you if it finds your request genuine and eligible for return.
  5. Reship it back to us by any courier service if the customer support team agrees with your case.
  6. After reviewing the nature of the complaint, we may offer you an exchange or store credit of equal or lesser value, with a validity date for the credit.
  7. In case a return application is approved, it will only be for the price of the article(s) and will not cover the shipping and/or stitching cost.
  8. If your claim for return is rejected by customer care, you’ll be notified within 5 business days.

Note:

  • We are only responsible for returns once they reach our warehouse.
  • Returns are catered only if returned products are sent through courier services.
  • All successfully returned items can be exchanged for other merchandise or online store credit. In case of a product being faulty or wrongly delivered, Brands Kahani will follow the policy of repair, followed by replacement, and finally store credit if the item cannot be repaired or replaced.
  • Timeline for Refund against a returned item: 14 days to 45 days.

Eligibility Criteria for a Return

If your item arrived in a defective/damaged condition or is incorrect/incomplete, a refund against return will be issued. Situations eligible for return include:

  • Incorrect product has been delivered.
  • The product received is incomplete.

Non-Eligibility Criteria for a Return

The following situations are not eligible for a return:

  • Return if the item is "No longer needed," "Changed my mind," or any other non-technical reason.
  • Any Made to order or Customized orders cannot be returned. All 'Made to orders' or 'Customized orders' are shown to the customers before dispatching/shipping out the orders. This is done to ensure that customers get what they ordered. Only after the quality check and approval from the customers, products are shipped to them.
  • Any orders where a customer has been given a special discount as a favor cannot be returned.
  • Brands Kahani does not cater to returns reported after the first 48 hours of delivery.
  • If a product is returned to Brands Kahani Warehouse in an inadequate condition or if the product is tampered with, damaged, or the care instructions have been violated, we reserve the right to send it back to you or refuse to issue the refund.

Exchange Procedure

At Brands Kahani, we are committed to ensuring the highest level of service. While we hope you are delighted with your order, we do not offer any return or exchange under normal conditions. We only offer Conditional Exchange if you face quality issues with the product.

To file an application for exchange within 48 hours of order confirmation/delivery, kindly follow the steps below:

  1. Contact our customer care via WhatsApp or email provided on the website.
  2. Share the link of the outfit that you want to exchange your previous outfit with our customer care team.
  3. Confirm your exchange by providing desired size guidelines or customizations.
  4. You will receive exchange confirmation within the next 24 to 48 hours.

Non-Eligibility Criteria for an Exchange

Brands Kahani holds the right to not amend or edit orders after 48 hours of purchase confirmation. Items ordered on sale are not entertained for exchange or return.

Please Note:

  • Brands Kahani will not cater to an exchange for any product that has been washed, dried, damaged, or stained in any way. This includes items that have been dried or damaged in the dryer.
  • Brands Kahani is not responsible for bleeding, damage of print, or fading of colors due to washing and ironing.
Return Policy: Client Responsibility and Additional Charges for Pickup
If a client wants to return a parcel or product, they will need to arrange the courier themselves. However, if they prefer that a courier boy comes to pick up the parcel from them, additional charges will apply.

    For Assistance: