Return and exchange policy
In House of Aqsa, our goal is to give you an enjoyable experience whilst ordering your Pakistani designer outfits. We do appreciate though that despite all our efforts that at times there will circumstances outside of our or your control that may result in the need for the return of the product.
For this please see our returns and refunds policy.
All reruns must be completed within 14 days of receipt of goods. And with the submission of a returns form. Items returned without a returns form will be rejected and an additional delivery fee may be added. All items must be returned in the original packaging unopened with all tags.
Items in the sale section are exempt from return.
Bespoke or custom suits:
When suits are stitched these are not standard stock items and are stitched to your exact requirements. Therefore when ordering please assure that you give exact details of what size you require. These suits are purchase and stitched to order and as they are customized to your specific size no refunds are available. On the chance that there is a defect or fault with the customized suit then these can be returned and HOA will inspect on return and if the defect is confirmed a refund will be offered. HOA takes photographic evidence of all stitched suits prior to shipping.
When items are returned where there is no defect. On unstitched suits then a processing and restocking fee of £19.99 will be deducted from any refunds.
It is your responsibility to make sure you are aware of our refund policy.
There are certain scenarios where it is difficult for us to support exchanges. Such scenarios to the following:
- Exchange request is made outside the specified time frame.
- Product is damaged because of use.
- Product has been tampered.
- Anything is missing from the package labels, original packing, freebies and accessories.
Please Note: we do not refund any postage costs. Your refund , or exchange (when in stock) may take up to 2 to 3 weeks to process after you post the goods back to us. We cannot take responsibility for your parcel if it does not arrive back to us. In such circumstances we would, unfortunately, not be able to offer a refund
We do not provide prepaid shipping labels for returns so it will be your responsibility that how you will return your order.
The product should be returned through recorded delivery because it will be buyer responsibility until it is received back by us.
RETURNS OUTSIDE RETURN PERIOD
Our system will automatically deny return requests after the period of 14 days from receipt. If such goods are still sent back to us, we reserve the right of not offering you a refund.
We would in such a scenario need to send the item back to you which will incur an addition shipping charge which would be payable by you upon request.
There is a possibility that items on sale are reduced due to any of the following reasons: end of season/minor marking/slight damage or colour differences. Any discrepancies with a sale item will not be classified as a fault as such Sale items are non refundable/exchangeable.
House of Aqsa has the right to cancel orders for reasons such as – item is out of stock, or the credit card payment declined by the issuing financial institution
Please note: We do not offer cash refunds.