1. GENERAL
1.1. At Hafsa Malik, we are committed to providing the highest quality workmanship. Whilst we hope you are delighted with your order; we do not offer any return or exchange under normal conditions.
1.2. "Normal conditions" typically refer to situations where the product is delivered as described, without defects or errors in workmanship, and meets the quality standards set by Hafsa Malik. In such cases, Hafsa Malik does not offer returns or exchanges. This policy is in line with our commitment to providing high-quality products and ensuring customer satisfaction.
2. DEFECTIVE PRODUCTS
2.1. At Hafsa Malik, we prioritize quality assurance to ensure that customers receive products free from defects. Our quality checks include thorough inspections during manufacturing and packaging stages, using high-quality materials and implementing measures to prevent defects during handling and shipping.
2.2. Notification of Defect: If you receive a product with defects, kindly notify us within 48 hours of receiving the item. To notify us, please contact our customer service team through +92 326 8659587 or info@hafsamalik.com, and provide the following information:
• Order number or reference
• Description of the defect
• Clear photos or videos showing the defect
• Any other relevant details or documentation
2.3. Return Process: We will guide you through the return process to our address in Pakistan. All shipping and customs charges associated with the return are to be covered by the customer. Steps include notifying us within 48 hours, securely packing the item upon approval, and shipping it at your expense. Once received, we'll assess the defect and offer a resolution (replacement, store credit, or eligible refund).
2.4. Thorough Investigation: Upon receiving the defective product, we conduct a comprehensive investigation including visual inspections, documentation review, and internal review to determine the appropriate resolution.
2.5. Refund or Replacement: Based on our findings, we will proceed with either a refund or a replacement. Refunds are issued only in exceptional cases at the discretion of the brand. Generally, we do not accept exchanges or refunds except for verified defects.
2.6. Discretion of the Brand: The brand reserves the right to make final decisions on refunds and replacements based on the outcome of the investigation.
3. CANCELLATION POLICY
3.1. Eligibility: Customers can initiate a cancellation request within 24 hours of placing their order. Cancellation requests are subject to approval and will not be possible for orders already processed or shipped. If the window has elapsed, the customer will be responsible for all associated costs.
3.2. Timeframe: Cancellation requests must be made within 24 hours. To cancel, please contact our customer service team immediately with your order number.
3.3. Refund Process: If approved, refunds will be issued in the form of store credit of the same value. This store credit is valid for the online store only and must be used within 1 month. Processing takes 7-14 business days.
3.4. Exceptions: Final sale items marked as non-returnable and personalized or custom-made products where production has started are exempt from cancellation.
3.5. Procedure: To initiate a cancellation, contact us at +92 326 8659587 or info@hafsamalik.com with your order number and reason.
3.6. Communication: Customers will receive a single notification via email and/or SMS confirming the receipt and status of their cancellation request.
3.7. Liability: Customers are liable for providing accurate details and timely requests. Hafsa Malik is liable for processing approved cancellations and issuing refunds accordingly.
3.8. Changes or Updates: Any updates to this policy will be communicated via email and updated on our website. We recommend reviewing the policy periodically.
