Cancellation, Return, Exchange & Refund Policy

SARAZARA LTD maintains strict policies due to the handmade and made-to-order nature of its products. By placing an order, you acknowledge and agree to all conditions outlined below.

1. Cancellation Policy

Once an order is placed, garments cannot be changed, modified, or switched to another design.

Customers may request to:

Cancel an order
Change size
Edit billing or shipping details

within 48 hours (2 days) of placing the order.

For online payment orders, cancellations are strictly permitted within 24 hours of order placement only. If a valid cancellation request is made within this timeframe, a full refund will be issued to the original payment method.

After 24 hours, cancellation or refund requests will not be accepted, as production may have commenced or operational resources may already have been allocated to the order.

Requests for a shorter Production Time, earlier dispatch, or earlier delivery made after an order has been placed will not be accommodated and shall not constitute valid grounds for cancellations, refunds, disputes, chargebacks, or payment reversals.

Once production has commenced, cancellations are not possible.

SARAZARA LTD reserves the right to cancel any order prior to dispatch due to stock unavailability, pricing errors, or other operational reasons. In such cases, a full refund will be issued.

Once an order has been shipped, it cannot be cancelled. From this point onward, the Return & Exchange Policy will apply.

European Union Consumers

Consumers who are entitled to exercise a statutory right of withdrawal under applicable European Union consumer protection laws may submit a withdrawal request using SARAZARA LTD's dedicated Right of Withdrawal form available on the website.

The availability and scope of any statutory right of withdrawal shall be determined in accordance with applicable law and any relevant exemptions, including exemptions relating to goods made to the consumer's specifications or clearly personalised goods where applicable.

Nothing in this policy is intended to exclude, restrict, or limit any mandatory consumer rights that cannot be lawfully excluded under applicable law.

2. Return & Exchange Policy

SARAZARA LTD does not offer returns or exchanges under normal circumstances. All purchases are considered final.

Returns or exchanges are only permitted in the rare case where a faulty, damaged, or incorrect item has been delivered.

Nature of Handmade Products

All SARAZARA garments are handcrafted and feature delicate embellishments, including sequins, beadwork, crystals, embroidery, and hand-finished details.

Due to the handmade nature of these products:

Minor irregularities or slight shedding of embellishments may occur and are not considered defects.
Such elements require careful handling and wear.

SARAZARA LTD is not responsible for damage occurring after delivery, including but not limited to:

Improper handling, storage, or care
Snagging, pulling, or friction during wear
Exposure to moisture, perfumes, cosmetics, or external elements

Claims relating to missing embellishments, stains, or damage must be supported by clear evidence that the issue existed at the time of delivery.

Due to differences in screen settings, device displays, photography, lighting conditions, and dye lots, slight variations in colour, shade, texture, embroidery placement, embellishment placement, or overall appearance may occur and shall not constitute a defect or grounds for a return, refund, exchange, dispute, or chargeback.

Minor Repairable Issues

Due to the delicate and handcrafted nature of our garments, minor issues such as:

Slight loosening or shedding of embellishments (e.g. sequins, beads, crystals)
Light surface marks, transit marks, dust stains, or minor stains that can be reasonably removed through standard professional cleaning

may occasionally occur during handling, packing, transit, customs inspections, or other stages of the delivery process.

Such issues are considered minor and do not constitute a manufacturing defect or a materially faulty item.

Where a minor stain, mark, or repairable issue is reported within the required reporting period, SARAZARA LTD may, at its sole discretion, offer reasonable reimbursement towards local professional cleaning, repair, restoration, or reattachment of embellishments where appropriate.

Customers may be required to first pursue such reasonable local remedies before SARAZARA LTD considers any alternative resolution.

Where SARAZARA LTD advises a customer to pursue local repair, reattachment of embellishments, professional cleaning, restoration, or minor alterations as a resolution, the customer may be required to provide reasonable evidence that such steps were undertaken.

Such evidence may include photographs, invoices, receipts, or written confirmation from a tailor, repair specialist, alteration service, or professional cleaner.

Failure to provide reasonable evidence that the recommended resolution was reasonably attempted may result in SARAZARA LTD declining any request for further remedies, compensation, refunds, exchanges, store credit, disputes, chargebacks, or payment reversals relating to the same issue.

SARAZARA LTD reserves the right to determine whether an issue qualifies as a minor and repairable issue or requires further resolution.

Fault Reporting & Inspection Upon Delivery

Customers must thoroughly inspect their order immediately upon delivery.

Any concerns regarding damage, defects, stains, missing embellishments, missing items, incomplete orders, incorrect items, or any other discrepancy must be reported to SARAZARA LTD within 24 hours of the confirmed delivery time.

Reports submitted after the 24-hour reporting period will not be accepted, as the condition of the item at the time of delivery can no longer be independently verified.

Customers must provide clear photographic and/or video evidence showing:

The issue being reported
The condition of the item as received
The original packaging, shipping materials, and courier labels, where applicable

Customers must preserve the garment, all original packaging, courier packaging, shipping materials, labels, accessories, and any other relevant materials until SARAZARA LTD has completed its investigation or confirms in writing that such items are no longer required. Failure to do so may affect SARAZARA LTD's ability to investigate the claim and may result in the claim being rejected where the missing evidence prevents proper verification.

As international shipments may pass through multiple courier facilities, customs inspections, security checks, warehouses, and handling points before delivery, SARAZARA LTD cannot be held responsible for stains, marks, damage, missing embellishments, missing items, or other issues reported after the 24-hour inspection period.

Failure to report an issue within 24 hours of delivery shall constitute confirmation that the order was received in satisfactory condition and free from any material defects, damage, stains, shortages, or discrepancies.

SARAZARA LTD reserves the right to reject any claim where:

The issue was reported outside the 24-hour reporting period
Sufficient evidence is not provided
The item has been worn, washed, altered, repaired, cleaned, or otherwise handled beyond initial inspection
The issue cannot be reasonably verified as having existed at the time of delivery

Resolution Options

If a claim is approved following inspection, SARAZARA LTD will determine the appropriate remedy in accordance with applicable consumer protection laws.

This may include:

Repair
Replacement
Exchange
Online store credit
Refund

The remedy offered shall be determined solely by SARAZARA LTD, taking into account the nature of the issue and any applicable legal obligations.

For minor and repairable issues, SARAZARA LTD may, at its sole discretion, offer reimbursement towards local professional cleaning, repair, restoration, or reattachment of embellishments, where appropriate, instead of a return, exchange, replacement, store credit, or refund.

Where appropriate, customers may also be offered:

Exchange for a different in-stock item
Online store credit equivalent to the value of the item (excluding shipping charges)

Occasion Dates & Time-Sensitive Requirements

Customers are solely responsible for ensuring that sufficient time is available for production, dispatch, delivery, alterations, professional cleaning, repairs, or any other post-delivery adjustments that may reasonably be required.

Any occasion date, wedding date, travel date, event date, photography session, or required wear date communicated by the customer shall be treated as informational only and shall not create any guarantee, warranty, priority, or additional obligation beyond the communicated Production Time and applicable shipping or delivery timelines expressly communicated by SARAZARA LTD.

Where a reasonable resolution is available under this policy, a customer's personal timetable or intended use of the garment shall not affect the remedy offered.

The inability to complete a repair, alteration, professional cleaning, exchange, replacement, or any other resolution before a customer's intended occasion shall not constitute grounds for a refund, cancellation, dispute, chargeback, payment reversal, rejection of a reasonable resolution, or demand for additional compensation.

SARAZARA LTD shall not be responsible for any losses, expenses, inconvenience, disappointment, missed events, missed occasions, travel arrangements, accommodation costs, photography sessions, weddings, celebrations, or any indirect, incidental, consequential, or special damages arising from a customer's inability to use an item for a particular date or event.

Where an order has been completed and dispatched within the applicable Production Time, SARAZARA LTD shall not be responsible for delays arising from courier transit times, customs processing, failed delivery attempts, weather events, strikes, operational disruptions, or any other circumstances beyond its reasonable control. Such delays shall not constitute grounds for cancellation, refund, dispute, chargeback, or payment reversal.

Resolution Acceptance

Where SARAZARA LTD offers a resolution to a customer complaint, including but not limited to a repair, replacement, reimbursement, professional cleaning allowance, alteration allowance, store credit, partial refund, goodwill gesture, or any other remedy, and the customer accepts, utilizes, or benefits from such resolution, the matter shall be deemed fully and finally resolved.

Acceptance, utilization, or benefit of any remedy offered by SARAZARA LTD constitutes full and final settlement of the reported issue.

Once a resolution has been accepted or implemented, no further claims, requests for additional compensation, alternative remedies, refunds, exchanges, store credit, disputes, chargebacks, payment reversals, or related complaints concerning the same issue will be considered.

SARAZARA LTD reserves the right to reject any subsequent claim, dispute, chargeback, payment reversal, or complaint relating to an issue for which a resolution has already been agreed upon and provided.

Return Requirement

Any approved return, exchange, store credit, or refund under this policy will only be processed after the item has been returned to SARAZARA LTD and inspected to verify the reported issue.

SARAZARA LTD reserves the right to deny any claim if the returned item does not satisfy the conditions of this policy or does not materially correspond with the issue originally reported by the customer.

Return Conditions

To qualify for an exchange, store credit, or any discretionary refund under this policy:

The item must be received and delivered to SARAZARA LTD within 14 calendar days of the confirmed delivery date
The item must be unused, unworn, unaltered, and in its original condition
All original tags, packaging, and accessories (where applicable) must be returned intact

Returns received after the 14-day return period may be refused.

Non-Acceptable Returns

Items will not be accepted if they:

Show signs of wear, use, alteration, or handling beyond the initial inspection
Contain stains, marks, damage, or evidence of water exposure
Emit body odour, perfume, smoke, or any other scent
Have been worn, washed, altered, repaired, or professionally cleaned
Are returned without their original tags or packaging, where applicable

Rejected returns may be returned to the customer at the customer's expense.

Customized Items

All customized, made-to-measure, altered, or specially produced items are strictly non-returnable, non-exchangeable, and non-refundable due to their personalised nature, except in the case of a verified fault or where mandatory consumer protection laws require otherwise.

Customers are solely responsible for the accuracy of any measurements, sizing information, specifications, or instructions provided.

Any garment produced in accordance with the measurements, sizing instructions, or specifications supplied by the customer shall not be considered faulty solely because the customer is dissatisfied with the resulting fit.

Sizing, Measurements & Customer Instructions

Customers are responsible for selecting the appropriate size using SARAZARA LTD's published size charts.

Where a customer requests alterations to standard sizing, custom sizing, made-to-measure production, or any deviation from the published size chart, the customer must provide clear, complete, and accurate measurements and instructions.

General statements, assumptions, estimates, body proportions, height, weight, age, body type descriptions, previous clothing sizes, or requests such as "adjust accordingly", "make it fit like my previous order", "size it based on my height", or similar instructions shall not be considered measurements and shall not constitute sufficient sizing information.

If a customer wishes to alter specific measurements from a standard size, the customer must clearly identify the exact measurements to be changed and provide the desired finished garment measurements.

Where a customer is uncertain about sizing, SARAZARA LTD may provide guidance; however, all final sizing decisions, measurements, and instructions remain solely the responsibility of the customer.

SARAZARA LTD shall not be responsible for fit issues, sizing preferences, comfort preferences, styling preferences, or dissatisfaction resulting from inaccurate, incomplete, estimated, assumed, ambiguous, conflicting, or customer-supplied measurements or instructions.

Special Requests & Customer Preferences

Any special request, preference, styling suggestion, modesty requirement, religious requirement, fit preference, coverage preference, or other customer instruction shall be treated as a request only and shall not form part of the order unless expressly confirmed in writing by SARAZARA LTD before the order is placed.

Examples include, but are not limited to, requests relating to hijab compatibility, modest styling, additional coverage, sleeve length, neckline adjustments, garment length, fit preferences, body coverage, styling modifications, or any other customization not expressly offered as part of the product description.

Customers must not assume that SARAZARA LTD will interpret, implement, or accommodate any special request unless written confirmation has been provided by an authorised representative of SARAZARA LTD before the order is placed.

SARAZARA LTD shall have no obligation to seek clarification, request additional information, interpret ambiguous instructions, or contact the customer regarding unconfirmed special requests, measurements, preferences, or order notes.

Failure by SARAZARA LTD to expressly confirm a special request in writing shall mean that the garment will be produced in accordance with the product description, standard specifications, the selected size, and any approved custom measurements only.

Dissatisfaction arising from unconfirmed special requests, assumptions, expectations, personal preferences, modesty requirements, styling preferences, or coverage requirements shall not constitute a fault, defect, misrepresentation, or grounds for a refund, exchange, dispute, chargeback, or payment reversal.

International Orders

Return shipping costs, customs documentation, duties, taxes, insurance (where purchased), and any other expenses associated with returning an item are solely the responsibility of the customer.

Original shipping charges are non-refundable.

Orders refused, abandoned, unclaimed, or returned due to non-payment of customs duties, taxes, import charges, refusal to accept delivery, or failure to cooperate with customs or courier requirements shall not be eligible for a refund. Any costs incurred by SARAZARA LTD in connection with such returns may be deducted from any discretionary refund, where applicable.

Return Instructions

Where a return has been approved by SARAZARA LTD, customers are solely responsible for arranging and paying for the return shipment.

Customers must clearly write or securely attach their order number to the outside of the return parcel or include it inside the package to ensure the return can be identified and processed promptly.

Approved returns must be sent to:

SARAZARA
Address: 2nd Floor, Nooreen Plaza, E-2, New Super Town, Walton Road, Lahore, Pakistan
Phone: +92-322-7807777

Customers must use a reputable courier service that provides end-to-end tracking and proof of delivery directly to the return address.

Postal services or shipping methods that rely on Pakistan Post for final delivery (including certain Royal Mail services in the United Kingdom) will not be accepted. Due to previous instances of excessive delivery delays and missing or untraceable parcels, customers are responsible for selecting an appropriate courier service.

Returned items must be delivered to SARAZARA LTD within the applicable 14-day return period. Dispatching a parcel within the return period does not satisfy this requirement if delivery occurs after the deadline.

SARAZARA LTD is not responsible for returns that are lost, damaged, delayed, become untraceable, or are delivered outside the required return period due to the customer's chosen shipping method. Returns that fail to comply with these requirements may be refused, and the related claim may be rejected.

Processing Conditions

Exchanges are processed only after the original item has been received, inspected, and approved by SARAZARA LTD.

Processing timelines may vary depending on product availability, Production Time requirements, and the nature of the approved resolution.

3. Refund Policy

SARAZARA LTD maintains a strict refund policy.

Cancellation-Based Refunds

Refunds are only applicable for online payment orders cancelled within 24 hours of placement.

After 24 hours, refunds will not be issued, as the order may have already entered production.

Non-Refundable Situations

Refunds are not offered for:

Change of mind
Incorrect size selection
Delivery delays where timelines were clearly communicated
Requests for a shorter Production Time, earlier dispatch, or earlier delivery made after an order has been placed
Delays, disruptions, delivery exceptions, customs processing delays, failed delivery attempts, operational issues, service interruptions, or any other event attributable to third-party courier companies or logistics providers after dispatch
Dissatisfaction after delivery, unless the item is verified as faulty under this policy
Cases eligible only for exchange or store credit
Customized, made-to-measure, or altered items, except in the case of a verified fault or where mandatory consumer protection laws require otherwise
Any item not delivered to SARAZARA LTD within the applicable 14-day return period, unless mandatory consumer protection laws require otherwise

Refund Processing

Refunds will be issued to the original payment method used for the transaction wherever reasonably practicable. SARAZARA LTD reserves the right to determine an appropriate alternative refund method where necessary.

Refunds will only be processed after the returned item has been received, inspected, and approved by SARAZARA LTD, where a return is required under this policy.

Processing time: Up to 7 working days after approval
Bank processing time: Typically 20–25 working days, depending on the financial institution

Additional Conditions

Shipping charges are non-refundable.

Bank fees, payment gateway charges, currency conversion differences, and any third-party transaction costs are non-refundable.

Refund timelines depend on third-party financial institutions and are outside SARAZARA LTD's control.

4. Final Clause

Where an order remains within the applicable Production Time applicable at the time of purchase, the absence of individual order status updates or responses to status enquiries via WhatsApp, Email, Instagram DMs, or any other communication channel shall not constitute valid grounds for cancellation, refund, dispute, chargeback, payment reversal, or any claim of non-fulfilment.

Customers agree to contact SARAZARA LTD and allow a reasonable opportunity to investigate and resolve any concern before initiating a payment dispute, chargeback, or payment reversal with their financial institution.

Failure to comply with this policy shall not constitute valid grounds for a refund, dispute, chargeback, or payment reversal.

By placing an order, you confirm that you have read, understood, and accepted this Cancellation, Return, Exchange & Refund Policy in full.

Document Information

POLICY: Cancellation, Return, Exchange & Refund Policy

VERSION: 2.0

EFFECTIVE DATE: 7 August 2026

SUPERSEDES: Version 1.0

Version Notes: From Version 2.0 onwards, the customer-facing terms "Dispatch Time" and "Dispatch Timeline" have been replaced with "Production Time" and "Production Timeline", where applicable, to improve clarity. These terminology changes do not alter the substantive operation of this policy or any customer rights or obligations.

Previous versions of this policy are available in the SARAZARA POLICY ARCHIVE.

Cancellation, Return, Exchange & Refund Policy | SARAZARA