Refund policy

RETURN & EXCHANGE POLICY

Last Updated: 1 October 2026

At Emaan Hira Boutique, we want you to shop with confidence. We carefully inspect and pack every order before dispatch. If you receive an item that is eligible for return or exchange, you may contact us within the timeframes and conditions outlined below.

1. RETURN POLICY — 3 DAYS

Customers may request a return within 3 days of receiving the order.

A return request must be submitted within 3 days of delivery. Requests received after this period may not be accepted.

Items Eligible for Return

An item may be returned if:

  • You received the wrong product or wrong item.
  • The product is defective or damaged upon arrival.
  • The product received is significantly different from the product ordered.
  • The item has a manufacturing defect that was present when received.

For damaged or defective items, customers should contact us as soon as possible after delivery and provide clear photographs and/or an unboxing video showing the condition of the package and product.

2. EXCHANGE POLICY — 7 DAYS

Customers may request an exchange within 7 days of receiving the order.

Exchanges may be accepted when:

  • You received the wrong size, where size exchange is available.
  • You received the wrong product.
  • The product has a manufacturing defect.
  • The product is damaged upon delivery.
  • You would like to exchange an eligible item for another available product or size, subject to stock availability.

If the requested replacement is unavailable, we may offer an alternative product of equivalent value or another suitable solution.

3. CONDITION OF ITEMS

To qualify for a return or exchange, the product must be:

  • Unused and unworn.
  • In its original condition.
  • Free from perfume, makeup, stains, dirt, washing, alteration, or other signs of use.
  • Returned with original packaging, tags, labels, accessories, and any accompanying items.
  • In a condition suitable for resale.

For jewellery, the item must not show scratches, tarnishing caused by use, deformation, damage, or any signs that it has been worn.

For clothing and boutique items, products must not have been washed, altered, ironed improperly, stained, damaged, or worn.

4. NON-RETURNABLE / NON-EXCHANGEABLE ITEMS

For hygiene, safety, and product-condition reasons, certain items may not be eligible for return or exchange, including:

  • Earrings or other intimate/hygiene-sensitive jewellery after being worn.
  • Used or worn jewellery.
  • Items damaged after delivery due to customer handling.
  • Customized, personalized, engraved, or specially made products.
  • Products that have been altered at the customer’s request.
  • Sale, clearance, or final-sale items, where specifically stated on the product page.
  • Items missing their original packaging, tags, or accessories.
  • Items showing signs of use, washing, perfume, makeup, stains, scratches, or other damage caused after delivery.

Specific product exclusions will be mentioned on the relevant product page where applicable.

5. WRONG OR DAMAGED ITEM

If you receive an incorrect, damaged, or defective item, please contact us within 3 days of delivery.

Please provide:

  1. Your order number.
  2. Clear photographs of the product.
  3. Clear photographs of the packaging and shipping label.
  4. A short video of the product/unboxing where available.
  5. A brief description of the issue.

Our team will review the request and confirm whether the item qualifies for return or exchange.

Please do not send an item back before receiving confirmation from our team.

6. CHANGE-OF-MIND RETURNS

If you simply change your mind after purchasing an item, return or exchange eligibility depends on the product category and its condition.

The product must meet all return/exchange conditions described in this policy. Any applicable return shipping charges will be the customer’s responsibility unless the return is due to an error, defect, or damage attributable to Emaan Hira Boutique.

7. RETURN & EXCHANGE SHIPPING CHARGES

For customer-requested returns or exchanges, including size changes or change-of-mind requests, applicable shipping and handling charges may be paid by the customer.

If the item is incorrect, defective, or damaged upon delivery, Emaan Hira Boutique may cover the applicable return/replacement shipping cost after verification.

Shipping charges already paid may not be refundable where the return is due to customer preference, change of mind, incorrect size selection, or other reasons not caused by Emaan Hira Boutique.

8. EXCHANGE PROCESS

Once your exchange request has been approved:

  1. Our team will provide return instructions.
  2. The customer must send the eligible product according to those instructions.
  3. Once received, the product will be inspected.
  4. If approved, the replacement item will be prepared for dispatch.
  5. The replacement will be shipped subject to product availability.

An exchange is not considered approved until the returned product has passed our inspection.

9. RETURN PROCESS

Once your return request has been approved:

  1. Contact our customer service team within the applicable return period.
  2. Provide your order details and required photographs/videos.
  3. Follow the return instructions provided by our team.
  4. Send the product using the approved return method.
  5. Once received, the product will be inspected.
  6. If the return meets the requirements, the applicable refund will be processed according to our refund procedure.

10. PRODUCT INSPECTION

All returned products are subject to inspection.

If an item is returned in a used, worn, damaged, altered, stained, washed, incomplete, or otherwise unacceptable condition, Emaan Hira Boutique reserves the right to reject the return or exchange.

If a return is rejected, the item may be sent back to the customer at the customer’s expense.

11. REFUNDS

Approved refunds will be processed after the returned product has been received and inspected.

The refund method and processing time may depend on the original payment method and applicable payment-provider procedures.

Any applicable shipping, delivery, return, handling, or other non-refundable charges may be deducted where permitted by the applicable terms.

12. CASH ON DELIVERY ORDERS

For Cash on Delivery orders, refunds may require additional information from the customer and may be processed through an available refund method agreed upon with the customer.

Customers should ensure that the information provided for the refund is accurate.

13. ORDER CANCELLATION

Orders may be cancelled only before they have been dispatched, where cancellation is still possible.

Once an order has been dispatched, it may no longer be possible to cancel it. In such cases, the customer may use the applicable return/exchange procedure after receiving the order.

14. RETURN & EXCHANGE TIME LIMITS

Request

Time Limit

Return request

Within 3 days of delivery

Exchange request

Within 7 days of delivery

Damaged/defective item report

Within 3 days of delivery

Wrong item report

Within 3 days of delivery

The relevant period begins from the date the order is shown as delivered by the applicable courier or delivery service.

15. IMPORTANT CUSTOMER RESPONSIBILITY

Customers are responsible for selecting the correct size, color, design, and other product options before placing an order.

Please carefully review the product description, measurements, size information, and photographs before purchasing.

For size-related exchanges, availability of the requested replacement size is subject to stock.

16. FRAUDULENT OR ABUSIVE RETURN REQUESTS

Emaan Hira Boutique reserves the right to refuse returns or exchanges where there is reasonable evidence of:

  • Product misuse or intentional damage.
  • Removal or replacement of tags or packaging.
  • Product substitution.
  • False damage or defect claims.
  • Repeated abusive return activity.
  • Any other attempt to misuse the return or exchange policy.

17. HOW TO CONTACT US

To request a return or exchange, please contact our customer support team with:

Order Number:
Customer Name:
Contact Number:
Reason for Return/Exchange:
Photos/Videos:

Our customer service team will review your request and provide the next steps.

IMPORTANT

By placing an order with Emaan Hira Boutique, customers acknowledge that they have read and understood the applicable return and exchange terms.

We reserve the right to update this policy when necessary. The latest version published on our website will apply to orders placed after the policy’s effective date.