Return & Refund
Policy
Customer satisfaction is one of our highest priorities. We are committed to delivering products that meet our quality standards and accurately reflect the descriptions provided on our Website.
Return & Refund
Current Version
Pakistan
This Policy explains the circumstances under which products may be returned, refunds may be requested, and the procedures that apply to all purchases made through Sajadaah.com. It forms an integral part of our Terms & Conditions and should be read together with our Privacy Policy, Shipping Policy, and other policies published on our Website.
Scope
This Policy applies to all purchases made through Sajadaah.com for delivery within Pakistan.
As Sajadaah currently operates exclusively on a Cash on Delivery (COD) basis, all returns and refunds are subject to the conditions described in this Policy.
Return Eligibility
Returns are accepted only in limited circumstances and only where all applicable eligibility requirements have been satisfied.
A return request may be considered only if:
- The request is submitted within the prescribed reporting period.
- The product qualifies under this Policy.
- The product remains unused.
- The product is returned in its original condition.
- Original tags, labels, accessories, inserts, manuals (if any), and packaging are retained where applicable.
- The returned product successfully passes our inspection after receipt.
Note: Approval of a return request is not automatic and remains subject to verification by Sajadaah.
Return Request Period
24 hours
from the time the order is successfully delivered
Customers must notify Sajadaah and initiate a return request within twenty-four (24) hours from the time the order is successfully delivered.
Requests received after the expiry of the 24-hour reporting period may not be eligible for return, replacement, or refund unless otherwise required under applicable law.
Submitting a return request within 24 hours does not automatically mean that the return has been approved. All requests are reviewed individually after verification.
Eligible Reasons for Return
A return request may be approved only if one or more of the following situations applies:
Wrong Product Received
If the delivered product is materially different from the product confirmed in your order, you may request a return.
Examples include:
- Incorrect product.
- Incorrect design.
- Incorrect size (where Sajadaah shipped a different size than ordered).
- Incorrect variant.
- Incorrect quantity supplied by Sajadaah.
Damaged Product
If a product arrives physically damaged during delivery, a return request may be considered provided that the customer:
- Reports the issue within 24 hours.
- Retains the original packaging.
- Provides clear photographs or videos of the outer parcel, the shipping label, the damaged product, and any visible damage to the packaging.
Failure to provide sufficient supporting evidence may delay or prevent approval of the claim.
Defective Product
If the delivered product contains a manufacturing defect that existed at the time of delivery, customers may submit a return request.
Sajadaah reserves the right to inspect the product before determining whether the issue qualifies as a manufacturing defect. Normal wear, misuse, accidental damage, improper storage, or customer-caused damage shall not be considered manufacturing defects.
Non-Returnable Situations
Returns shall generally not be accepted under the following circumstances:
- Change of mind.
- Customer no longer wants the product.
- Customer ordered the wrong item.
- Customer dislikes the colour after delivery.
- Customer dislikes the texture or feel of the product where it matches the product description.
- Customer ordered by mistake.
- Minor variations in colour caused by screen settings.
- Minor size variations within normal manufacturing tolerance.
- Products showing signs of use.
- Products that have been washed, altered, repaired, or damaged after delivery.
- Missing original packaging where reasonably required.
- Requests submitted after the applicable reporting period.
- Products damaged due to improper handling after delivery.
These limitations do not affect any rights that cannot legally be excluded under applicable law.
Customized or Personalized Products
Non-Returnable & Non-Refundable
Customized, personalized, made-to-order, engraved, embroidered, or specially manufactured products are non-returnable and non-refundable, except where:
- the wrong customized product was supplied by Sajadaah,
- the product arrives damaged,
- the product contains a verified manufacturing defect, or
- a remedy is otherwise required under applicable law.
Customers are responsible for carefully reviewing all customization details before confirming their order.
Condition of Returned Products
Returned products must:
✓ Be unused
✓ Be unwashed
✓ Be free from stains, perfumes, fragrances, smoke, or other odors
✓ Be free from customer-caused damage
✓ Include original packaging where reasonably possible
✓ Include all accessories supplied with the product
Products failing inspection may be rejected and returned to the customer without refund.
Return Approval Process
Before returning any product, customers must first obtain authorization from Sajadaah.
- Full Name
- Mobile Number
- Order Number
- Description of the issue
- Clear photographs
- Supporting videos where requested
Products returned without prior authorization may not be accepted.
Return Shipping
Where the return is approved because Sajadaah shipped the wrong product, the product arrived damaged, or contains a verified defect:
Sajadaah will bear the reasonable return shipping cost.
Where a return is requested for any reason not attributable to Sajadaah, the customer shall be responsible for all return shipping charges.
Inspection of Returns
Upon receipt of an approved return, Sajadaah will inspect the returned product to verify eligibility.
- Verification against original order
- Assessment of defect or damage
- Examination for signs of use or tampering
- Verification of packaging and accessories
- Review of submitted photographs or videos
The outcome determines whether the return and refund request is approved.
Refund Eligibility
A refund may be approved only where:
- Request initiated within 24 hours
- Return was authorized by Sajadaah
- Product passes inspection
- Issue falls within eligible reasons
- Customer has complied with return procedures
Refund approval remains subject to verification and shall not be automatic.
Refund Method
As Sajadaah operates on a Cash on Delivery (COD) basis, approved refunds will be issued through bank transfer.
Customers may be asked to provide:
- Account holder's name
- Bank name
- IBAN or account number
Sajadaah does not currently issue refunds through Easypaisa or JazzCash.
Refund Processing Time
Once the returned product has been received, inspected, and the refund has been approved:
Sajadaah will process the refund within a reasonable operational timeframe.
Processing time may vary depending on verification procedures, banking processes, and public holidays.
No Exchange Policy
Sajadaah does not offer product exchanges
If a customer receives an eligible wrong, damaged, or defective product, the matter will be handled in accordance with this Return & Refund Policy. Where a refund is approved, it will be processed instead of issuing an exchange.
Refunds Will Not Be Issued
- Request made after 24-hour period
- Product used, washed, or altered
- Change of mind
- Customer ordered incorrect product
- Product matches description on Website
- Claim cannot be verified
- Customer refuses to cooperate
- Returned product fails inspection
- Customized or personalized items
Nothing in this section limits any rights that cannot legally be excluded under applicable law.
Refusal of COD Orders
If a customer repeatedly refuses to accept a properly dispatched Cash on Delivery (COD) order without a legitimate reason, Sajadaah reserves the right to:
- Cancel pending orders
- Restrict future purchases
- Decline future COD orders
- Require additional verification
- Refuse service where repeated abuse is identified
Fraudulent or False Claims
Sajadaah maintains a zero-tolerance approach toward fraudulent return or refund requests.
Evidence of abuse includes:
- False damage claims
- Misrepresentation of facts
- Submission of altered photographs
- Returning a different product
- Intentional misuse of the return process
Sajadaah reserves the right to reject the claim, refuse future orders, suspend customer access, and recover losses where permitted by law.
Limitation of Liability
To the fullest extent permitted by law, Sajadaah shall not be liable for indirect, incidental, special, consequential, or punitive losses arising from:
- Customer misuse of products
- Failure to follow care instructions
- Courier delays
- Banking system delays
- Force majeure events
- Inaccurate customer information
Relationship with Other Policies
This Return & Refund Policy should be read together with:
- Terms & Conditions
- Privacy Policy
- Shipping Policy
- Contact Us page
- Any other applicable policies
In the event of any inconsistency, mandatory provisions of applicable law shall prevail.
Changes to this Policy
Sajadaah reserves the right to amend, update, or replace this Policy at any time to reflect:
- Changes in business operations
- Product offerings
- Legal or regulatory requirements
- Operational improvements
Any revised version will become effective upon publication on the Website. Customers are encouraged to review this Policy periodically.
Governing Law and Jurisdiction
This Return & Refund Policy shall be governed by and interpreted in accordance with the laws of the Islamic Republic of Pakistan.
Any dispute arising from this Policy shall be subject to the exclusive jurisdiction of the competent courts of Pakistan.
Where applicable, mandatory consumer rights available under Pakistani law shall continue to apply.
Contact Us
If you have any questions regarding returns, refunds, or this Policy, please contact us through our official channels:
Business Name
Sajadaah
Phone / WhatsApp
To help us assist you efficiently, please include your Order Number and a clear description of the issue when contacting our support team.
Customer Acknowledgement
By placing an order through Sajadaah.com, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.
✓ Read & Understood
✓ Agreed to Terms
Our aim is to resolve all genuine concerns fairly, transparently, and in accordance with applicable laws of Pakistan while maintaining the integrity of our products and services.
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