Return, Refund & Exchange Policy

At SoftStitch, we aim to make your shopping experience smooth and fair. This policy explains the conditions and procedures for returns, refunds, and size exchanges for orders delivered within Pakistan.

1. Return & Refund Eligibility

• All return, refund, or exchange requests must be submitted within 14 days of delivery.
• Returns are available for orders delivered within Pakistan.
• Both stitched and unstitched products may be eligible for return, subject to the conditions outlined below.
• All returns require prior approval from SoftStitch.
• Products must meet the applicable condition requirements to qualify for a return or refund.

2. Conditions for Returning Products

For stitched products:

• Products must be unworn, unwashed, and unaltered.
• Original tags and packaging must be retained.
• Products must be returned in their original condition.
• Altered or resized products are not eligible for return.

For unstitched products:

• Fabric must be uncut, unstitched, unused, and unwashed.
• Products must be returned in their original condition.
• Fabric that has been cut, stitched, washed, or altered is not eligible for return.

3. How to Request a Return or Refund

To initiate a return or refund request, please contact SoftStitch within 14 days of delivery via WhatsApp or email.

Please provide:

• Your order number
• A clear explanation of the issue
• Photos or videos showing the product and reported issue, where applicable
• Photos of the packaging if the wrong or incomplete order was received

Our team will review your request and provide further instructions if it is approved.

Please do not send any product back without prior approval from SoftStitch. Items sent without approval may not be accepted.

4. Eligible Reasons for Returns or Refunds

Return or refund requests may be considered in the following situations:

• The wrong product was delivered.
• An item is missing from the order.
• The product arrived damaged or defective.
• A verified product issue meets the conditions of this policy.

All requests are subject to review and approval. SoftStitch may request additional photos, videos, or information to verify the reported issue.

5. Size Exchange Policy

Size exchanges are available for stitched (ready-to-wear) products only.

The following conditions apply:

• Requests must be submitted within 14 days of delivery.
• Products must be unworn, unwashed, and unaltered.
• Original tags and packaging must be retained.
• Exchanges are available for a different size of the same design only.
• Exchanges are subject to stock availability.
• Exchanges for a different design are not offered.

If the requested size is unavailable, our team will contact you to discuss the available options.

Please contact us for approval and instructions before sending any product back.

6. Non-Eligible Returns & Refunds

Returns or refunds will generally not be approved in the following cases:

• Change of mind, except for an eligible size exchange under this policy.
• The product is no longer needed.
• The order was placed by mistake.
• Products that have been worn, used, or washed.
• Unstitched fabric that has been cut, stitched, or altered.
• Stitched products that have been altered or resized.
• Damage caused by the customer.
• Minor variations in color, print placement, fabric appearance, or finish.
• Requests submitted after 14 days of delivery.

7. Refund Method & Processing Time

• Approved refunds will be issued through the original payment method where possible.
• For Cash on Delivery (COD) orders, refunds may be issued through bank transfer or another mutually agreed payment method.
• Shipping charges are non-refundable unless the issue resulted from an error by SoftStitch.
• Approved refunds will be processed within 5–7 business days after approval and quality inspection.
• The time required for the funds to appear in your account may vary depending on your bank or payment provider.

A return request does not automatically guarantee a refund. The product and reported issue must meet the applicable conditions of this policy.

8. Return Shipping

Return shipping arrangements and costs depend on the reason for the return.

• If the return is due to a verified error by SoftStitch, such as an incorrect product being delivered, our team will confirm the applicable shipping arrangements.
• For other approved returns, the customer may be responsible for return shipping costs.
• Customers must contact SoftStitch before arranging return shipping.

The applicable arrangements will be communicated when your request is reviewed.

9. Product Inspection & Important Notes

• All returned products are subject to inspection.
• Returned items must meet the applicable condition requirements.
• Customers should carefully inspect unstitched fabric before cutting, stitching, or altering it.
• SoftStitch may request additional information to verify a claim.
• Requests involving suspected misuse, abuse, or fraud may be declined following review.
• Return, refund, and exchange requests are subject to the conditions of this policy and applicable consumer-protection laws.

10. How to Contact Us

To initiate a return, refund, or exchange, please contact us before sending any item back.

WhatsApp: 0300-0847571

Email: softstitchpk@gmail.com

Return Address:
Office 1120, Al Hafiz Executive, Gulberg III, Lahore, Pakistan

Please wait for our approval and return instructions before shipping your product.

11. Changes to This Policy

SoftStitch may update this Return, Refund & Exchange Policy from time to time. The latest version will be available on our website and will apply according to the effective date of the updated policy.