Refund policy

Return & Exchange Policy — Soft Khaddi Heritage

At Soft Khaddi Heritage, customer satisfaction is important to us. We want you to love your purchase and feel confident shopping with us. If there is an issue with your order, please review our return and exchange policy below.

1. Return & Exchange Window

Customers may request a return or exchange within 7 days of receiving their order, subject to the conditions outlined in this policy.

Requests submitted after this period may not be accepted unless required by applicable law.

2. Eligibility for Returns & Exchanges

To qualify for a return or exchange:

The item must be unused, unworn, unwashed, and in its original condition.
Original tags, labels, and packaging should be intact.
Proof of purchase or a valid order number must be provided.
The item must not show signs of damage caused after delivery, washing, alteration, or improper handling.

Items that do not meet these conditions may be refused.

3. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery.

Please provide:

Your order number.
Clear photographs or a video showing the issue.
A brief description of the problem.

After reviewing your request, we will advise you on the next steps. Where the issue is verified, we will offer an appropriate resolution in accordance with applicable law and our policy.

4. Size & Product Exchanges

If you need a different size or wish to exchange an eligible item, contact our team within the return and exchange window.

Exchanges are subject to stock availability. If the requested size or item is unavailable, we will discuss the available options with you.

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

5. Non-Returnable Items

For hygiene and product-protection reasons, the following may not be eligible for return or exchange, except where an item is faulty, incorrect, or a remedy is required by applicable law:

Items that have been worn, washed, altered, or damaged after delivery.
Items with removed tags or missing original packaging where this affects eligibility.
Customised or made-to-order products, unless faulty or otherwise covered by applicable law.
Items explicitly marked as final sale, subject to applicable legal rights.

6. Return Shipping Costs

For a change-of-mind return or exchange, the customer may be responsible for return shipping costs.

If an item is confirmed to be damaged, defective, or incorrectly supplied, we will explain the appropriate shipping arrangement before the item is returned.

Please contact us before shipping any parcel back.

7. Refunds

Refunds are reviewed after the returned item is received and inspected.

If a refund is approved, we will inform you of the refund method and expected processing time. The time it takes for the funds to reach you may depend on your payment provider or bank.

For Cash on Delivery orders, our team will coordinate the appropriate refund method with you.

Original shipping charges, if any, may not be refundable for change-of-mind returns, subject to applicable law.

8. Order Cancellation

If you wish to cancel an order, contact us as soon as possible. Cancellation may be possible before processing or dispatch, but cannot be guaranteed once the order has been shipped.

9. How to Request a Return or Exchange

To start a request, contact Soft Khaddi Heritage using the contact details listed on our website.

Please include:

Your full name.
Your order number.
The item you wish to return or exchange.
The reason for your request.
Photos, if the item is damaged or incorrect.

Our team will review your request and provide instructions.

10. Policy Updates

Soft Khaddi Heritage reserves the right to update this policy when necessary. Any updated version will be published on our website. Your statutory rights under applicable law remain unaffected.