Return & Exchange Policy

Last updated: 12 June 2026

Introduction

At LIBAS E HURAIN, we are committed to ensuring customer satisfaction with every purchase. This Refund and Exchange Policy outlines the terms and conditions for returning, exchanging, or refunding items purchased from our online store (libas-e-hurain.com).

We stand behind the quality of our products and take responsibility for any errors on our part. This policy is designed to be transparent, fair, and customer-friendly while maintaining the highest standards of business integrity.

Local Orders Policy

Exchange and Refund Eligibility:

All items purchased from LIBAS E HURAIN are eligible for exchange or refund within 15 days of receiving the item, based on the delivery date confirmed by the shipping carrier.

LIBAS E HURAIN's Responsibility:

If the issue is caused by an error on our part (e.g., incorrect item sent, defective product, damaged item, or items not matching the description on our website), we will provide both a full refund and cover all return shipping costs at no charge to you.

Customer-Initiated Returns:

If you wish to return an item for reasons such as change of mind, personal preference, incorrect size selection, or style change not attributable to LIBAS E HURAIN, you are eligible for an exchange only. No refund will be issued for customer-initiated returns. You must bear the cost of return shipping. However, if your original order value is Rs. 5,000 or above, return shipping will be covered by LIBAS E HURAIN.

Multiple Exchanges:

Each order is eligible for one exchange only. Once an exchange has been processed and the replacement item has been shipped, no additional exchanges for items from the same order will be entertained.

Exchange Process

How to Initiate an Exchange:

1. Contact our customer service team at support@libas-e-hurain.com or call +92 326 2206206 within 15 days of receiving your item.
2. Provide your order number and clearly describe which item(s) you wish to exchange and the reason for the exchange (e.g., different size, color, or style).
3. Submit clear photographs of the item showing its condition (if exchanging due to defect or damage).
4. Our team will review your request and confirm eligibility within 2 business days.

Exchange Requirements:

• The item must be in original condition as defined in this policy (see Original Condition Requirements section below).
• You must specify the size, color, or style you wish to receive in exchange.
• The exchange item must be of equal or lesser value to the original purchase. If you choose a replacement item with a higher price, you must pay the price difference.
• Once approved, we will provide you with return shipping instructions.
• Upon receipt and inspection of the returned item, we will ship your replacement item at no additional cost to you (unless you have selected a higher-priced item, as noted above).

Exchange Timeline:

• Return item must be shipped within 5 days of receiving approval.
• We will inspect your returned item and ship the replacement within 5-7 business days of receiving it.
• Total exchange process typically takes 10-14 days from the date of approval.

Refund Process

How to Initiate a Refund:

1. Contact our customer service team at support@libas-e-hurain.com or call +92 326 2206206 within 15 days of receiving your item.
2. Provide your order number and clearly describe the reason for the refund request.
3. If the refund is due to a defect, damage, or our error, submit clear photographs showing the issue.
4. Our team will review your request and confirm eligibility within 2 business days.

Refund Eligibility:

Your refund will be approved if:

• The item is in original condition (as defined below), OR
• The item is damaged, defective, or not matching the description on our website, OR
• We sent you an incorrect item

Refund Method:

• For items purchased via Cash on Delivery (COD), refunds will be processed through Bank Transfer or Easypaisa, as requested by the customer.
• For items purchased via JazzCash or Easypaisa, refunds will be credited back to the original payment method.
• For items purchased via credit/debit card or other payment methods, refunds will be issued to the original payment method.

Refund Timeline:

• Processing time: 2 business days (usually faster)
• Bank transfer or Easypaisa transfer time: 5-10 business days from the date of approval, depending on your bank or payment provider
• Total refund process typically takes 7-12 business days from the date of approval.

Return Shipping for Refunds:

• If the refund is due to LIBAS E HURAIN's error (incorrect item, defective product, or damage caused by us), return shipping is completely free. We will arrange return pickup from your location or reimburse approved return shipping costs upon submission of proof (receipt/transaction screenshot).
• If the refund is initiated for any other reason, you are responsible for return shipping costs.

Original Condition Requirements

To qualify for a refund or exchange, items must meet all of the following criteria:

Unworn and Unused:

• The item has not been worn or used in any capacity beyond trying it on for size.
• There are no signs of wear such as stains, odors, creases, fading, or damage to the fabric.

Unwashed:

• The item has not been laundered, dry-cleaned, or otherwise treated with cleaning products.
• There are no visible signs of washing, such as color fading or fabric shrinkage.

All Original Tags and Labels Attached:

• Any manufacturer, brand, care instruction, or price tags that were attached at the time of delivery must remain securely attached.
• Tags must not be cut, damaged, or tampered with.
• Missing or tampered tags will make the item ineligible for refund or exchange.

In Original Packaging:

• The item must be returned in its original packaging, including boxes, dust bags, or protective covers where applicable.
• Packaging must be intact and free from damage such as rips, stains, tears, writing, or excessive wear.
• Severely damaged or missing packaging may result in rejection of the return.

Free from Damage:

• No physical damage such as tears, holes, scratches, or broken seams should be present.
• Items with altered stitching, missing embellishments, broken zippers, or other signs of tampering will not qualify as being in original condition.
• Slight manufacturing defects are acceptable if reported within the return window.

Accessories and Complements Included:

• Any accompanying items such as belts, detachable accessories, or packaging materials must be returned in full.
• Missing parts or accessories will make the item ineligible for return.

No Alterations or Customizations:

• The item must not have been altered, tailored, hemmed, or customized in any way.
• Modifications to fit or design will render the item non-returnable.

Odor-Free:

• The item should be free from strong odors such as perfume, smoke, or food smells.
• Items with strong or lingering odors may not qualify for return or exchange.

Return Shipping Costs Policy

LIBAS E HURAIN's Error:

If the return is initiated because of an issue caused by LIBAS E HURAIN such as:

• Incorrect item sent
• Defective or damaged product
• Item not matching the website description
• Wrong size or color shipped
• Any other error attributable to LIBAS E HURAIN

Then shipping costs for returning the item will be borne entirely by LIBAS E HURAIN. We will:

• Arrange return pickup from your location, OR
• Reimburse your return shipping costs upon submission of proof (receipt/transaction screenshot)

Customer-Initiated Returns:

If the return is initiated for reasons not attributable to LIBAS E HURAIN such as:

• Change of mind
• Incorrect size or color ordered by the customer
• Personal preference or style change
• Any other reason not caused by LIBAS E HURAIN

Then return shipping costs will be handled as follows:

• If your original order value is less than Rs. 5,000: You must arrange and cover the costs of shipping the item back to LIBAS E HURAIN.
• If your original order value is Rs. 5,000 or above: Return shipping will be covered by LIBAS E HURAIN. We will arrange return pickup from your location or reimburse your approved return shipping costs upon submission of proof.

In both cases, use a reliable courier service and keep proof of shipment for your records.

Return Address:

Please contact our customer service team at support@libas-e-hurain.com or call +92 326 2206206 to receive the return shipping address and label (if applicable).

Dispute Resolution Process

If you believe your refund or exchange request has been incorrectly denied or if you have concerns about our decision, we provide a fair and transparent escalation process:

Step 1: Additional Evidence Submission

You may provide additional evidence to support your claim, such as:

• High-quality photographs of the item and its packaging
• Order confirmation and delivery proof
• Correspondence with our team
• Any other relevant documentation

Submit this evidence to: support@libas-e-hurain.com with the subject line: "Refund/Exchange Dispute - [Your Order Number]"

Step 2: Initial Review

Our customer service team will review your submitted evidence and additional information within 2 business days.

Step 3: Escalation to Supervisor

If you remain unsatisfied with the initial decision, your case will be escalated to a supervisor for further review.

To request escalation, reply to the email with "REQUEST ESCALATION" in the subject line or contact us directly at support@libas-e-hurain.com.

Step 4: Supervisor Review and Resolution

A supervisor will carefully review all submitted claims, correspondence, and supporting evidence.

The supervisor will respond with a final internal review decision and detailed explanation within 3 business days.

This internal decision will be our final position on your claim.

Important Terms and Conditions

• All refund and exchange requests must be initiated within 15 days of receiving the item.
• Items must be returned with all original packaging and accessories.
• LIBAS E HURAIN reserves the right to reject returns that do not meet the original condition requirements.
• Refund amounts will be based on the purchase price. If the item was purchased at a discounted price, the refund will be for the discounted amount paid.
• We do not accept returns of items that show clear signs of use, wear, or damage caused by the customer.
• All decisions regarding refund and exchange eligibility are made at the sole discretion of LIBAS E HURAIN after careful inspection and review.
• By submitting a return request, you agree to comply with all terms and conditions outlined in this policy.

We appreciate your business and are committed to ensuring your complete satisfaction with every purchase from LIBAS E HURAIN.