Returns & Refunds

Eligibility for returns

We accept returns after delivery when the product meets the conditions below. Our team inspects every return before approving a refund or exchange.

• Returns are accepted anytime after delivery, subject to inspection and the rules in this policy.
• Items must be unused, undamaged, and in their original packaging with all accessories included.
• Personalized or customized items are non-returnable.
• We deliver orders with safe-delivery responsibility - if transit damage is clear on arrival, contact us immediately with photos.

Note: Products showing signs of use, washing, chips, cracks from mishandling after delivery, or missing packaging may be declined.

How to request a return

Start a return through WhatsApp or our contact form so we can guide the next step quickly.

• Message us on WhatsApp or email with your order number, phone number, and reason for return.
• Share clear photos of the item and packaging when requested (especially for damage claims).
• Wait for confirmation before sending anything back - we will share pickup, drop-off, or courier instructions.
• Store pickup / drop-off is available at our Lahore locations (Shah Alam, Ichra, DHA) when arranged with our team.

Refund process

Once your return is received and approved after inspection, we process the refund as follows.

• You can get cash back within 7 days for approved returns that meet eligibility.
• Refunds are issued through the original payment method where possible, or as store credit if preferred / required.
• Cash on delivery (COD) refunds are arranged as store credit, bank transfer, or cash at store - we will confirm the method with you.
• Shipping fees are generally non-refundable unless the return is due to our error (wrong or defective item).

Exchange policy

• Exchanges are allowed for defective or incorrect items.
• Customers must report issues within 24–48 hours of receiving their order.
• Exchange stock depends on availability; if the same piece is unavailable, we will offer an alternative, store credit, or refund.
• Size, colour, or design preference changes may be treated as a standard return (eligibility rules apply).

Non-returnable items

• Personalized or customized pieces made to order
• Items sold as final sale / clearance when marked at checkout
• Products returned without original packaging or with missing components
• Items damaged after delivery due to improper use or handling

Damaged or incorrect items

Please inspect your parcel on arrival. Fragile crockery is packed with care, but courier mishaps can still happen.

• If the outer carton is heavily damaged, note it with the rider and photograph the box before opening.
• Report broken, chipped, or wrong items within 24–48 hours with order details and photos.
• Approved cases are resolved with a replacement, exchange, or refund - at no extra shipping cost when the fault is ours.

Key timelines

Note: Timelines may vary slightly during sales, public holidays, or when courier pickup is required from remote areas.