Refund policy

Refund & Return Policy

Last Updated: October 1, 2026

At Pehnawa by Fatima, we want you to be happy with your purchase. If you receive an incorrect, damaged, or defective item, please contact us so we can help resolve the issue.

1. Return & Exchange Window

We accept eligible return or exchange requests within 7 days of delivery.

To be eligible, the item must:

  • Be unused and unworn

  • Be unwashed

  • Be in its original condition

  • Have all original tags and packaging attached

  • Not have any stains, damage, perfume, makeup, or other signs of use

Items that do not meet these conditions may not be accepted.

2. Items Eligible for Return or Exchange

A return or exchange may be accepted when:

  • You received the wrong product.

  • You received the wrong size due to an error on our part.

  • The product arrived damaged or defective.

  • The product received is substantially different from the product ordered.

Please contact us as soon as you notice a problem.

3. Size Exchanges

If you ordered the wrong size, you may request an exchange within 7 days of delivery, subject to availability.

The item must be unused, unworn, unwashed, and in its original condition with tags attached.

If the requested replacement size is unavailable, we may offer an alternative solution depending on the circumstances.

Customers are responsible for any applicable return or additional shipping charges for exchanges resulting from an incorrectly selected size.

4. Damaged or Defective Products

If your item arrives damaged or defective, please contact us within 48 hours of delivery.

Please provide:

  • Your order number

  • Clear photographs of the product

  • Photographs showing the damage or defect

  • A brief description of the issue

We may request additional information to verify the claim.

If the issue is confirmed, we may provide a replacement, exchange, or refund, depending on availability and the circumstances.

5. Wrong Product Received

If you receive a product different from the one you ordered, please contact us within 48 hours of delivery.

After verification, we will provide instructions for returning the incorrect item and arrange an appropriate replacement or refund.

6. Non-Returnable Items

The following items may not be eligible for return or exchange:

  • Items that have been worn or washed

  • Items with removed or damaged tags

  • Items altered or modified by the customer

  • Items damaged after delivery due to customer use

  • Items with stains, odors, perfume, makeup, or other signs of use

  • Customized or specially prepared items

  • Items purchased under a final-sale or non-returnable promotion, where clearly stated

  • Gift cards or other non-returnable products, where applicable

7. Return Process

To request a return or exchange, please contact us through the contact information provided on our website.

Please include:

Order Number:
Customer Name:
Product Name:
Reason for Return/Exchange:
Photos/Videos, if applicable:

Do not send an item back before receiving return instructions from us.

8. Return Shipping

If the return or exchange is required because we sent the wrong item or the item arrived damaged or defective, we will determine the appropriate shipping solution after reviewing the claim.

For returns or exchanges requested because of customer preference, incorrect size selection, or other customer-related reasons, the customer may be responsible for applicable return and reshipping charges.

9. Refunds

Once an approved return has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed using the applicable payment method or another agreed method.

The time required for the refund to reach you may vary depending on the payment provider or financial institution.

Shipping charges may be non-refundable unless the return is due to an error on our part or another circumstance where a refund of shipping charges is required.

10. Partial Refunds

In certain circumstances, we may provide a partial refund where appropriate, including where an item has a minor issue that does not require a full return.

Any partial refund will be determined after reviewing the circumstances of the order.

11. Sale and Discounted Items

Items purchased during sales or promotional offers may have specific return or exchange conditions.

If an item is marked as Final Sale or Non-Returnable, it will not be eligible for return or exchange unless the item arrives damaged, defective, or incorrect.

Any special return conditions will be communicated on the relevant product page or during the promotion.

12. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Cancellation requests can generally only be processed before the order has been dispatched.

Once an order has been shipped, cancellation may no longer be possible.

13. Refund for Unavailable Products

If we are unable to fulfill an order because a product is unavailable after your purchase has been confirmed and payment has been received, we will contact you and arrange an appropriate refund for the unavailable item.

14. Important Note About Product Appearance

We make every effort to accurately display product colors, patterns, embroidery, and fabric details.

However, colors may appear slightly different depending on your device, screen settings, lighting, photography, and other factors.

Minor variations in fabric, embroidery, printing, or finishing do not necessarily constitute a defect.

15. Contact Us

If you have questions about our Return & Refund Policy or need assistance with an order, please contact us.

Pehnawa by Fatima
Email: muhammadrabeet113@gmail.com
Phone/WhatsApp: +92-349-6709181

We are committed to handling every eligible return or refund request fairly and providing our customers with a smooth shopping experience.