1. GENERAL
1.1. At Ayesha Somaya, 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 Ayesha Somaya. In such cases, Ayesha Somaya does not offer returns or exchanges.
2. DEFECTIVE PRODUCTS
2.1. At Ayesha Somaya, we prioritize quality assurance. Our quality checks include thorough inspections during manufacturing and packaging stages. We adhere to strict quality control standards and industry best practices throughout the production process 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 +92 320 3565161 or estore@ayesha-somaya.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 related to the defect
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. Please follow these steps:
● Notify us of any defects within 48 hours of receiving the item with evidence.
● Upon approval, securely pack the item and ship it to our return address at your expense.
● Once received, we'll assess the defect and offer a resolution (replacement, store credit, or refund if eligible).
2.4. Thorough Investigation:
Upon receiving the defective product, we will conduct a comprehensive investigation including visual inspections and documentation 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 unless there is a verified defect.
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.
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 a cancellation is 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. The expected processing timeframe is 7-14 business days.
3.4. Exceptions:
The following items are exempt from cancellation:
● Final sale items marked as non-returnable or non-refundable.
● Personalized or custom-made products where production has been initiated.
3.5. Procedure:
Contact our support team at +92 320 3565161 or estore@ayesha-somaya.com with your order number and reason for cancellation.
3.6. Communication:
Customers will receive a 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. Ayesha Somaya is liable for processing approved cancellations promptly.
3.8. Changes or Updates:
Any updates to this policy will be communicated via email and updated on our website. It is recommended to review this policy periodically.
