RETURN, EXCHANGE & REFUND POLICY
PEHNAVA
At PEHNAVA, customer satisfaction is our priority. We are committed to delivering premium-quality women’s Eastern wear and ensuring a seamless shopping experience. This Return, Exchange & Refund Policy outlines the terms and conditions governing exchanges, claims, refunds, and order cancellations.
Customers are requested to review this policy carefully before placing an order.
1. EXCHANGES AND CLAIMS
1.1 Eligibility for Exchange
Unused and unworn products may be eligible for exchange, provided that an exchange request is submitted within seven (7) calendar days from the date of delivery.
Products submitted for exchange must:
- Remain unused, unworn, unwashed, and unaltered.
- Be returned in their original condition.
- Include all original packaging, tags, labels, and accessories.
- Be accompanied by the original invoice or satisfactory proof of purchase.
Exchange requests may be considered under the following circumstances:
- Size-related issues.
- Verified manufacturing defects.
- Incorrect product supplied by PEHNAVA.
- Product received in a damaged condition.
Where an exchange is approved, the replacement product must be of equal or greater value. Any price difference shall be payable by the customer.
1.2 Exclusions from Exchange
Exchange requests shall not be accepted under the following circumstances:
- Change of preference or change of mind after purchase.
- Products that have been worn, washed, altered, or otherwise used.
- Products returned without original tags, labels, or packaging.
- Customized, stitched-to-measure, or altered garments.
- Products purchased during clearance sales, promotional campaigns, or final sale events, except in cases involving verified manufacturing defects.
- Damage resulting from misuse, negligence, improper handling, inadequate care, or normal wear and tear.
2. SIZE EXCHANGES
If an exchange is requested solely due to size preference, customers shall be responsible for all shipping and handling charges associated with returning and receiving the exchanged product.
Customers are strongly encouraged to review the PEHNAVA Size Guide before placing an order.
3. REFUND POLICY
PEHNAVA generally operates a No Refund Policy for Cash on Delivery (COD) orders.
Refunds may only be considered under exceptional circumstances, including:
- The ordered product becomes unavailable after order confirmation.
- An incorrect product has been delivered and a replacement is unavailable.
- A defective product has been received and replacement is not feasible.
- An order is cancelled by PEHNAVA due to unforeseen circumstances.
3.1 Refund Terms
Where a refund is approved:
- Refunds shall be processed through the original payment method wherever practicable.
- Shipping and handling charges are non-refundable.
- Refund processing may require seven (7) to fourteen (14) working days, depending on the policies of the relevant financial institution or payment service provider.
PEHNAVA reserves the exclusive right to determine whether a refund, replacement, exchange, store credit, or another appropriate remedy shall be provided.
4. SEVEN (7) DAY QUALITY ASSURANCE
Every product purchased from PEHNAVA is covered by a Seven (7) Day Quality Assurance Period, commencing from the date of delivery.
Customers are requested to inspect their order immediately upon receipt and report any manufacturing defect within this period.
Examples of issues that may qualify include:
- Faulty stitching or workmanship.
- Fabric defects present at the time of delivery.
- Missing accessories or components.
- Products received in a damaged condition.
- Incorrect item delivered.
4.1 Exclusions from Quality Assurance
The Quality Assurance Period does not cover:
- Normal wear and tear.
- Damage caused by misuse, negligence, or improper care.
- Accidental damage.
- Alterations or modifications carried out by the customer or any third party.
- Damage resulting from washing, dry cleaning, ironing, or improper maintenance.
5. EXCHANGE AND CLAIM PROCEDURE
To initiate an exchange or claim, customers should contact the PEHNAVA Customer Support Team through any of the following channels:
- Telephone
Customers may be required to provide:
- Order Number.
- Customer Name.
- Reason for exchange or claim.
- Clear photographs and/or videos showing the issue, where applicable.
Following review and approval, customers will receive detailed instructions regarding the return process.
Products returned without prior authorization from PEHNAVA may not be accepted.
6. SHIPPING POLICY FOR EXCHANGES
Unless otherwise advised, customers are responsible for arranging and bearing the shipping costs associated with returning products for exchange or inspection.
Where an exchange or replacement is approved due to an error attributable to PEHNAVA, including the delivery of an incorrect, defective, or damaged product, PEHNAVA shall bear the shipping costs associated with dispatching the replacement product.
Where an exchange is requested solely due to size preference, all shipping expenses shall remain the responsibility of the customer.
7. ORDER CANCELLATIONS
Orders may be cancelled at any time before dispatch.
Once an order has been dispatched, cancellation requests can no longer be accepted.
Customers will receive shipment confirmation together with applicable tracking information once the order has been dispatched.
Orders cancelled by PEHNAVA due to stock unavailability shall be eligible for a full refund in the case of prepaid orders.
8. RIGHTS AND RESERVATIONS
PEHNAVA reserves the right to:
- Cancel any order due to stock unavailability, pricing inaccuracies, suspicious activity, or unforeseen circumstances.
- Decline any exchange or claim request that does not comply with the provisions of this policy.
- Amend, revise, or update this policy at any time without prior notice.
The final determination regarding all exchanges, returns, refunds, and customer claims shall rest exclusively with PEHNAVA.
9. CONTACT INFORMATION
For enquiries relating to returns, exchanges, claims, or refunds, 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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