Returns & Refunds Policy

Last Updated: 24 September 2026

At Bhai Ki Collection, we want you to be satisfied with your purchase. We understand that sometimes an item may arrive incorrectly, damaged, or may not meet the expected requirements.

This Returns & Refunds Policy explains when an order may be returned or exchanged, the conditions that apply, and how to contact us.

This policy applies to purchases made through the Bhai Ki Collection website, WhatsApp, telephone, social media, or other official ordering channels.

1. Eligibility for Returns

A return or exchange may be considered where:

  • You received a different product from the one you ordered;

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

  • The product was damaged or materially defective when received;

  • The product is materially different from the description provided at the time of purchase; or

  • Another issue is identified that makes the product eligible for a return under applicable law.

You should contact us as soon as possible after receiving your order if you believe there is a problem with your item.

2. Return Period

Requests for returns or exchanges should be submitted within 7 days of receiving the order.

After this period, a return or exchange may not be accepted unless the circumstances require otherwise under applicable law.

To request a return or exchange, contact us through WhatsApp or telephone:

0371 3342653

Please provide your order details and clearly explain the reason for the return.

3. Conditions for Returns

To be eligible for a return or exchange, the product should generally be:

  • Unworn and unused;

  • Unwashed;

  • In its original condition;

  • Free from stains, makeup, perfume, alterations or other signs of use;

  • Returned with original tags, packaging and accessories where applicable; and

  • Accompanied by reasonable proof of purchase or order information.

We may decline a return where the product has been used, washed, damaged, altered or otherwise handled in a manner inconsistent with reasonable inspection of the product.

4. Wrong or Incorrect Item

If you receive an item that is different from the item you ordered, please contact us promptly.

We may ask you to provide photographs or videos showing the item received, packaging and order/shipping label.

After reviewing the issue, if the error is confirmed to have occurred during our fulfilment process, we may arrange an exchange, replacement, return or other appropriate resolution.

5. Damaged or Defective Items

If your product arrives damaged or has a manufacturing or other defect that was present when you received it, please contact us as soon as reasonably possible.

For verification, we may request:

  • Clear photographs of the damaged or defective area;

  • Photographs of the complete product;

  • Photographs of the packaging;

  • The courier/shipping label; and

  • A short video where necessary to demonstrate the issue.

We will review the information provided and determine the appropriate resolution.

Where the issue is confirmed to be our responsibility, an appropriate remedy may include replacement, exchange, return or refund, depending on the circumstances.

6. Change of Mind

Returns or exchanges requested solely because of a change of mind, personal preference, colour preference, style preference, or incorrect size selection by the customer are subject to the conditions of this policy.

For clothing, customers are encouraged to carefully review the available size information before placing an order.

If a customer selects the wrong size or changes their mind after receiving the product, the return or exchange may be accepted at our discretion, provided the item meets all return conditions.

Return and re-delivery charges may apply in such cases.

7. Colour Differences

Product colours displayed on a website or mobile device may appear slightly different from the actual product because of:

  • Photography lighting;

  • Camera settings;

  • Screen brightness;

  • Display settings; and

  • Differences between devices.

Minor colour variations that result from normal photography or screen differences will not normally be considered a product defect.

8. Sale and Clearance Items

Products purchased during a sale, clearance promotion or special offer may have different return or exchange conditions.

Where an item is marked as Final Sale, Clearance, Non-Returnable, or similar, it may not be eligible for return or exchange except where the item is defective, incorrect, or applicable law provides otherwise.

Any special conditions applicable to a promotional item will be communicated before purchase.

9. Items That Cannot Be Returned

A return may not be accepted where the product:

  • Has been worn or used;

  • Has been washed;

  • Has been altered or tailored;

  • Has been damaged after delivery;

  • Has stains, makeup, perfume or other marks caused after delivery;

  • Is missing original tags or packaging where these are required;

  • Is returned outside the applicable return period; or

  • Is otherwise excluded under the specific product’s stated return conditions.

Nothing in this section is intended to exclude any rights that cannot legally be excluded.

10. Return Shipping Charges

Where the return is required because Bhai Ki Collection sent the wrong product, an incorrect item, or a product that is confirmed to be defective or damaged before delivery, we will determine the appropriate arrangement for the return shipping.

Where a return or exchange is requested because of customer preference, change of mind or an incorrect size selected by the customer, the customer may be responsible for applicable return and re-delivery charges.

We will communicate any applicable charges before arranging the return or exchange.

11. Exchange Policy

Where an exchange is approved, the replacement will be subject to product availability.

If the requested replacement product or size is unavailable, we may offer:

  • An alternative available product;

  • A refund where applicable; or

  • Another reasonable resolution agreed with the customer.

An exchange cannot be guaranteed for an item that is out of stock.

12. Refunds

For approved refunds, the amount refunded will generally relate to the eligible product amount.

The treatment of delivery charges will depend on the reason for the return and the circumstances of the order.

For example, where a return is caused by an error attributable to Bhai Ki Collection, the applicable resolution may include the relevant delivery charges.

For a customer-requested return, such as a change of mind or incorrect size selection, applicable delivery or return charges may be deducted or remain the customer’s responsibility.

Any refund will be processed using an appropriate payment method based on the original transaction and the circumstances of the order.

13. Cash on Delivery Orders

Bhai Ki Collection offers Cash on Delivery (COD) across Pakistan.

For a COD order, payment is normally collected when the parcel is delivered.

If a COD order is returned and no payment has been collected, there is generally no purchase payment to refund.

Where a customer has paid an amount in advance through another payment method, any approved refund will be handled according to the applicable payment method and the circumstances of the return.

14. Return Process

To request a return or exchange:

Step 1: Contact Bhai Ki Collection within the applicable return period.

Step 2: Provide your order details and explain the reason for the return.

Step 3: Provide photographs or videos if requested.

Step 4: Wait for our confirmation and return instructions before sending the product back.

Step 5: Send the product using the return method provided by Bhai Ki Collection.

Please do not send a product back without first contacting us and receiving return instructions, as an unauthorised return may cause delays in processing your request.

15. Inspection of Returned Products

All returned products may be inspected after they are received.

Approval of a return or exchange is subject to verification that the product meets the applicable conditions described in this policy.

If an item does not meet the return conditions, we may contact the customer regarding the issue and explain the available options.

16. Refund Processing Time

Once a returned product has been received and approved, we will process the applicable refund within a reasonable period.

The time required for the funds to reach the customer may vary depending on the payment method or financial institution involved.

For COD orders where no payment was collected, no purchase-payment refund is required.

17. Lost or Damaged Returns

Customers should use the return method and shipping instructions provided by Bhai Ki Collection.

Where the customer is responsible for arranging a return, the customer should retain the courier receipt or tracking information until the return has been received and processed.

If a returned parcel is lost or damaged while being sent back, the resolution may depend on the courier service used and the circumstances of the shipment.

18. Exchanges Due to Size

We recommend checking the size information carefully before placing an order.

If you receive the correct size that you ordered but later determine that another size is more suitable, an exchange may be considered subject to:

  • The product being unworn and unused;

  • The product meeting all return conditions;

  • The request being made within the applicable return period; and

  • Availability of the requested size.

Return and re-delivery charges may apply.

19. No Return or Exchange for Used Items

For health, hygiene, quality-control and resale reasons, products that have been worn, washed, altered or otherwise used may not be accepted for return or exchange where the issue is unrelated to a defect or fulfilment error.

20. Fraudulent or Abusive Returns

Bhai Ki Collection reserves the right to investigate unusual, repeated or potentially fraudulent return requests.

Where there is reasonable evidence of misuse of the return process, including intentionally damaging products, submitting false claims, or repeatedly abusing COD or return arrangements, we may decline the request to the extent permitted by applicable law.

21. Customer Rights

This policy is intended to explain our normal return and refund procedures.

Nothing in this policy is intended to remove, restrict or waive any consumer rights or remedies that cannot legally be excluded under applicable law.

Where applicable law provides a consumer with a mandatory right or rem