Policies

Refund & Exchange Policy

At Naqsheeneh, every piece is carefully handcrafted and inspected before dispatch. Due to the handmade and, in some cases, customized nature of our products, we maintain a limited refund and exchange policy.

1. Eligibility for Refunds & Exchanges

Refunds or exchanges are considered only in the following circumstances:

The customer receives a damaged product.
The customer receives an incorrect product.
The product has a genuine manufacturing or workmanship defect that was not present before dispatch.

Refunds or exchanges will not be provided simply because a customer has changed their mind, selected the wrong size, or no longer wishes to keep the product.

2. Reporting a Claim

Any issue with an order must be reported to Naqsheeneh within 24 hours of delivery.

To report a claim, the customer must contact our support team through WhatsApp, email, or the applicable customer support channel and provide clear evidence of the issue.

A continuous, unedited unboxing video is required for damage, missing-item, or incorrect-item claims. The video should clearly show the package from the moment it is received and opened.

Claims submitted without sufficient evidence may not be accepted.

3. Condition of the Product

For an exchange or approved return, the product must:

Be unused and unworn.
Be in its original condition.
Have all original tags, packaging, and accessories intact, where applicable.
Not show signs of alteration, washing, damage, or misuse.

Products that have been worn, altered, washed, damaged, or otherwise used may not qualify for a refund or exchange.

4. Customized & Made-to-Order Pieces

Customized and made-to-order pieces are created specifically according to the customer's requirements.

Therefore, customized and made-to-order pieces are non-refundable and non-exchangeable, except where the item is received damaged, incorrect, or has a verified manufacturing defect.

5. Handmade Variations

As our products are handcrafted, slight variations in color, embroidery, fabric texture, pattern placement, or finishing may naturally occur.

Minor variations and characteristics resulting from the handmade nature of the product will not be considered defects.

6. Exchange Process

If a claim is approved and an exchange is applicable, the customer may be required to return the item to Naqsheeneh for inspection before the replacement is dispatched.

The replacement will be processed after the returned item has been received and inspected.

Exchange availability is subject to the availability of the relevant product, fabric, embroidery, and materials.

7. Refund Process

If a refund is approved, it will be processed after the returned product has been received, where applicable, and successfully inspected by our team.

Refunds will be issued according to the applicable refund method and may take 6–7 working days to process after approval.

8. Inspection & Verification

Every refund or exchange request is subject to an internal review.

Naqsheeneh reserves the right to approve or decline a claim based on the condition of the product, evidence provided, and the results of our inspection.

9. Non-Eligible Claims

Refunds or exchanges will generally not be accepted for:

Change of mind.
Incorrect size selection by the customer.
Products that have been worn, washed, altered, or damaged after delivery.
Minor variations caused by the handcrafted nature of the product.
Normal differences in color or fabric texture.
Issues reported after the stated claim period.
Customized or made-to-order products, except in cases of a verified defect, damage, or incorrect item.

10. Final Note

We encourage customers to carefully review their order details before confirming their purchase. Our team is always available to assist with product information, sizing, and order-related questions before an order is placed.

By placing an order with Naqsheeneh, the customer acknowledges and agrees to the terms outlined in this Refund & Exchange Policy