Return & Refund Policy

At The Khaas, customer satisfaction is our top priority. We want you to be completely happy with your purchase. If for any reason you are not satisfied, this Return & Refund Policy explains your options for returning items and receiving a refund or exchange.

1. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

• The return request must be initiated within 7 days of receiving your order.
• The item must be unused, unworn, and in the same condition that you received it.
• The item must be in its original packaging with all tags, accessories, and manuals intact.
• You must provide a valid proof of purchase (order confirmation email, order number, or receipt).

2. Non-Returnable Items

The following items cannot be returned or refunded:

• Custom or personalized handmade items made specifically to your specifications.
• Intimate or hygiene products (for health and safety reasons).
• Items damaged due to misuse, negligence, or normal wear and tear.
• Digital products or downloadable content.
• Items purchased during clearance or final sale (marked as non-returnable at the time of purchase).
• Gift cards.

3. How to Initiate a Return

To start a return, please follow these steps:

1. Contact our support team at support@thekhaas.com or via our Contact Page within 7 days of delivery.
2. Provide your order number, the item(s) you wish to return, and the reason for the return.
3. Our team will review your request and respond within 2 business days with return instructions.
4. Pack the item securely in its original packaging and ship it to the address provided by our team.

4. Return Shipping Costs

• Defective, Damaged, or Incorrect Items: The Khaas will bear the full cost of return shipping. We will arrange a pickup or reimburse your shipping charges.
• Change of Mind or Personal Preference: The customer is responsible for return shipping costs. Original shipping fees (if any) are non-refundable.

5. Refund Processing

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

• Approved Refunds: A refund will be processed within 5–7 business days.
• Refund Method:
  • Cash on Delivery (COD) Orders: Refunds will be issued via bank transfer, Easypaisa, JazzCash, or as store credit (your choice).
  • Online Payment Orders: Refunds will be credited back to the original payment method.
• Partial Refunds: May be issued for items that are returned used, damaged, or missing parts not due to our error.

6. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange an item for the same product, please contact us at support@thekhaas.com within 7 days of delivery.

7. Damaged or Defective Items

We take great care in packaging your order. However, if your item arrives damaged or defective:

• Please contact us within 48 hours of delivery.
• Provide clear photos or a video of the damaged item and its packaging.
• We will arrange a replacement or full refund at no extra cost to you.

8. Order Cancellation

• Before Shipping: You may cancel your order free of charge before it has been shipped. Contact us immediately.
• After Shipping: Once the order has been shipped, it cannot be cancelled. You may refuse delivery or initiate a return after receiving the item.

9. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

1. Check your bank account or payment provider again.
2. Contact your bank or credit card company — there may be processing delays.
3. If you've done all of this and still have not received your refund, please contact us at support@thekhaas.com.

10. Contact Us

For any questions regarding returns, refunds, or exchanges, please reach out to us:

• Email: support@thekhaas.com
• Website: Contact Page
• Address: Clifton Block 9, Karachi, Pakistan
• Support Hours: Monday – Saturday, 10:00 AM – 7:00 PM (PKT)