Defective? We make it right
Damaged, faulty or wrong item — full refund or the same item sent again, shipping on us.
Report within 72 hours
Send your order number with clear photos or a short video.
Stitched = final sale
Made to your measurements, so it can't be returned or exchanged.
No change-of-mind returns
No returns or exchanges for fit, taste or preference — local or international.
Our promise to you
Every Askani Group order is checked, folded and packed by hand before it leaves us. If something still goes wrong — a flaw in the fabric, damage on the way, or a piece that isn't what you ordered — we fix it quickly and at our cost. This policy applies to every order, whether it ships within Pakistan or internationally.
Because our pieces are reserved, prepared or stitched especially for you, we don't accept returns or exchanges for change of mind. Please take a moment with the photos, size chart and fabric details before ordering — and if anything is unclear, ask us first. We're happy to help.
Pakistan & international at a glance
| 🇵🇰 Pakistan | 🌍 International | |
|---|---|---|
| Defective, damaged or wrong item | ✅ Full refund or same item again | ✅ Full refund or same item again |
| Change of mind / fit / preference | ❌ Not accepted | ❌ Not accepted |
| Exchanges (size, colour, design) | ❌ Not offered | ❌ Not offered |
| Custom-stitched & made-to-order | ❌ Final sale | ❌ Final sale |
| Time to report a problem | 72 hours after delivery | 72 hours after delivery |
| Return shipping (approved claim) | Free pickup — we arrange it | Paid by us |
| Payment options | Online payment or Cash on Delivery | Online payment |
| Import duties & taxes | Not applicable | Paid by you to customs on delivery — not refundable by us |
What we accept — and what we don't
We accept a claim when
- The item has a manufacturing defect — torn or flawed fabric, broken stitching, faulty print or embroidery.
- It arrived damaged in transit.
- You received the wrong item, size or colour, or a piece is missing from a set.
We can't accept a claim for
- Change of mind, fit or personal preference.
- Items that have been worn, washed, altered or stitched after delivery, or with tags removed.
- Slight colour differences caused by screens, lighting or photography.
- Damage caused after delivery, or claims reported after 72 hours.
Sale and discounted items follow exactly the same rules. To be accepted, a claimed item must be unused, with its original tags and packaging.
Custom-stitched & made-to-order
Stitched and made-to-order pieces are cut and sewn to the measurements you give us, so they cannot be returned or exchanged — not for fit, style or change of mind.
If we get it wrong, we fix it
If the finished piece doesn't match the measurements you submitted, or it arrives damaged, tell us within 72 hours. We'll alter or remake it at our cost, including the shipping.
Stitching starts once an advance of 50% of the order total is paid. Before stitching begins you can cancel for a full refund; once work has started the order can no longer be cancelled.
How to report a problem
Contact us within 72 hours of delivery
Message us on WhatsApp +923160129615 or [email protected] with your order number.
Show us the issue
Send clear photos or a short video of the item, its tags and the packaging. For missing items, please include the parcel as it arrived.
We review within 1–2 working days
You'll hear back from a real person with the outcome and next steps.
We collect it — at our cost
In Pakistan we book the courier pickup. For international orders we arrange the return or cover the postage. Please keep the item unused with its tags.
Refund or the same item again — your choice
Once we receive and check the item, we either send the same piece again (subject to stock) or refund you in full.
Cancelling an order
- Before dispatch: cancel any time and receive a full refund of everything you paid.
- After dispatch: the order can no longer be cancelled — see refused parcels below.
- Stitched / made-to-order: can't be cancelled once stitching has started.
Cash on Delivery (Pakistan)
Cash on Delivery is available across Pakistan with no advance — simply pay the full amount in cash when your parcel arrives. We kindly ask you to accept the parcel you ordered; every refused parcel costs a two-way delivery.
Cash on Delivery isn't available for international orders.
Refused or undeliverable parcels
Once a parcel has been dispatched, delivery costs have already been paid to the courier. If a parcel is refused, or can't be delivered because of an incorrect address or no response:
- Prepaid orders are refunded after the parcel returns to us, minus the actual delivery and return shipping charges.
- Cash on Delivery orders: nothing is charged — but future orders may need to be paid online in advance.
- International orders: import duties and taxes are charged by customs, not by us, and cannot be refunded by us.
How and when you're refunded
When
Within 7–10 working days of approval (for returns, once the item reaches us).
How
To the original payment method where possible; otherwise to your bank account, EasyPaisa or JazzCash.
How much
The full amount you paid for the item, plus original shipping for an approved claim — in Pakistani rupees.
Cash payments are refunded by bank transfer or mobile wallet. For payments made in another currency, your bank's exchange rate may make the final figure differ slightly. Every refund is confirmed to you by email.
Frequently asked questions
Can I return an item if I change my mind?
No. Every sale is final for change of mind, fit or personal preference, in Pakistan and abroad. We only accept returns for items that arrive defective, damaged or different from what you ordered.
Do you offer exchanges for a different size or colour?
Not at the moment. We don't offer exchanges on local or international orders. If an item arrives defective, damaged or wrong, we refund you in full or send the same item again — your choice.
How long do I have to report a defective item?
Please contact us within 72 hours of delivery with your order number and clear photos or a short video of the item and its packaging.
Can I return custom-stitched or made-to-order clothing?
No. Items stitched to your measurements or made to order are final sale and cannot be returned or exchanged. If we made a mistake against the measurements you gave us, or the item arrives damaged, we will alter or remake it at our cost.
Who pays return shipping for a defective item?
We do. For an approved claim we arrange the pickup in Pakistan, or cover the return postage for international orders, and we pay for the replacement to reach you.
Are import duties refundable on international orders?
Import duties and taxes are charged by customs in your country and paid by you on delivery. They are collected by the authorities, not by us, so we cannot refund them.
Is Cash on Delivery available?
Yes, in Pakistan. No advance is needed — you pay the full amount in cash when your parcel arrives.
Something not right with your order?
Message us on WhatsApp +923160129615 or [email protected] or call +92-309-8258258. We reply within one working day.
This policy does not affect any rights you have under the consumer laws of your country.