CUSTOMER CLAIM POLICY
PEHNAVA
At PEHNAVA, customer satisfaction is at the heart of everything we do. We are committed to maintaining the highest standards of quality across our collection of premium women’s Eastern wear.
Every product undergoes a thorough quality inspection before dispatch to ensure it meets our quality standards. However, if you receive a defective, damaged, or incorrect product, this Customer Claim Policy explains how your claim will be handled fairly and efficiently.
1. CLAIM ELIGIBILITY
Customer claims will only be considered in cases involving genuine manufacturing defects, order discrepancies, or transit-related damage.
Claims may be accepted for:
- Defects in stitching, finishing, or workmanship.
- Fabric defects present at the time of delivery.
- Manufacturing defects in garments.
- Incorrect product, size, color, or design supplied due to an error on the part of PEHNAVA.
- Products damaged during transit.
- Missing item(s) from an order.
Claims will not be accepted for:
- Normal wear and tear resulting from regular use.
- Damage caused by misuse, negligence, improper handling, or inadequate care.
- Accidental damage, including stains, burns, cuts, or tears.
- Minor color variations caused by photography, lighting, or different screen settings.
- Products that have been worn, washed, altered, or otherwise used.
- Requests arising solely from a change of preference after purchase.
- Customized, stitched-to-measure, or altered garments.
- Products purchased during clearance sales, promotional campaigns, or final sale events, except where a verified manufacturing defect exists.
2. CLAIM PERIOD
Claims must be submitted within seven (7) calendar days from the date of delivery.
Claims received after this period may not be considered.
Customers must provide the original invoice, order number, or other satisfactory proof of purchase when submitting a claim.
3. HOW TO SUBMIT A CLAIM
Customers may submit a claim through any of the following channels:
- Telephone
To help us process your claim quickly, please provide:
- Order Number.
- Customer Name.
- Contact Number.
- Clear photographs and/or videos showing the issue.
- A brief description of the defect or discrepancy.
Failure to provide sufficient information may delay the claim process.
4. CLAIM REVIEW AND VERIFICATION
Upon receiving a claim, the PEHNAVA Quality Assurance Team will carefully review the information provided to determine whether the claim falls within the scope of this policy.
PEHNAVA reserves the right to request additional photographs, videos, or supporting documentation where necessary.
Acceptance or rejection of any claim shall be determined solely by PEHNAVA after completing the evaluation process.
5. CLAIM RESOLUTION
Where a claim is approved, PEHNAVA may, at its sole discretion, provide one of the following remedies:
- Replacement of the defective product.
- Exchange for another product of equal value.
- Repair of the product, where applicable.
- Store credit.
- Refund in exceptional circumstances where no suitable replacement is available.
The appropriate remedy will depend upon the nature and extent of the verified issue.
6. CLAIM PROCESSING TIME
Approved claims are generally processed within seven (7) to ten (10) working days after completion of the verification process.
Customers will be informed regarding the status of their claim via:
- Telephone
- SMS
Processing times may vary depending on product availability and the complexity of the claim.
7. SHIPPING OF CLAIMED PRODUCTS
Unless otherwise advised by PEHNAVA, customers are responsible for arranging and bearing the cost of shipping the claimed product to us for inspection.
Where a claim is approved, PEHNAVA will bear the shipping cost associated with sending the replacement or exchanged product.
If a claim is rejected following inspection, the customer shall remain responsible for any applicable return shipping charges.
8. GENERAL CONDITIONS
Products submitted for inspection should be returned, where applicable, with:
- Original tags.
- Original packaging.
- Accessories.
- Original invoice or proof of purchase.
PEHNAVA reserves the right to reject any claim that does not comply with this Customer Claim Policy.
PEHNAVA further reserves the right to amend, revise, or update this policy at any time without prior notice.
The final decision regarding all customer claims shall rest exclusively with PEHNAVA.
CONTACT INFORMATION
For assistance regarding customer claims or this policy, please contact:
PEHNAVA
Email: pehnava489@gmail.com
WhatsApp: +92 306 0898753
Telephone: +92 306 0898753
Address:
PEHNAVA Warehouse
Street 11, Mohalla Imam Bargah,
Asghar Mall Scheme,
Rawalpindi, Pakistan
PEHNAVA
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Premium Women’s Eastern Wear