RETURNS: REPLACEMENT & REFUND
We pride ourselves on making products from the highest quality materials with attention to detail. You can send the product back to us in case the size, design, stitching or customization of the jacket is not according to your demands. To facilitate our customers, we have made the terms of our returns and exchange policy quite simple. If you are not completely satisfied with your purchase, we will gladly accept returns on eligible merchandise, within 30 days of purchase. To be eligible for a return, the following conditions must be met:
- The request for return can be made by the customer within (7 days PK) or (14 days EU & Overseas) from the date you received product.
- If there is a fault in any specific part of the jacket, kindly send a high-resolution picture of that part along with the jacket itself. The customer is paid back only the price of the product, which doesn’t include the delivery and packaging charges.
- Merchandise must be unworn, in original condition, tags intact, and in its original packaging. They are UNWORN (except for trying on purposes of course) and in the same condition as sent. (Exposure to cigarette smoke, perfume or any other noticeable odors will be deemed as WORN).
- Moreover, it is preferable that you use the same courier service for sending back the product which had been used by us. In case a different service has been used, the customer must provide us the tracking number.
- After we have received your jacket, it will take around 15 days before you get the customized product or get your money back. Do mention if you wish the customized product to be shipped to your earlier than 15 days, as in such a case we will deliver the product through our overseas factory which required additional costs.
- Proof of purchase is required.
Please note: First replacement is sent free of postage charge, but subsequent ones are not. All prices are inclusive of VAT. Delivery costs may be charged in addition; such additional charges are clearly displayed where applicable and included in the “Total Cost”.
EXCHANGE A PURCHASE
- You may exchange your online purchase from our online store.
- You must present the original packing slip, order confirmation email, or your online purchase receipt displayed during checkout within 30 days of delivery date. The Custom Jackets reserves the right to limit or decline returns and exchanges.
- Online purchases paid for with PayPal must be returned to our online store and cannot be returned.
- Items purchased at our The Custom Jackets eBay or amazon marketplace online stores cannot be returned or exchanged at our online store.
CANCELLING AN ORDER
Cancelling an order is only possible provided it hasn’t gone too far through then order process. The more time that has gone by, the less likely cancellation can be affected. A cancellation request can be made via one of two methods:
- Call us directly on +92300 2325632
- Log in to your account, locate the order, and request cancellation. (Cancellation request at this point is just that, a ‘request’. It does not mean the cancellation has actually been accepted). We will let you know the outcome as soon as possible.
These are the only accepted communication methods to request a cancellation. Requests via email are not acceptable.
To help protect our customers and make sure every return or exchange is dealt with fairly, we reserve the right to not refund the following:
- Items with a missing label or an item that has been defaced.
- Items lost or damaged due to fire, flood or natural disaster.
- Items that were not purchased directly from The Custom Jackets (For example, items purchased at eBay or amazon marketplace online stores, third-party retailers).
- Items purchased at a sample sale.
- On rare occasions, The Custom Jackets (may refuse a return based on the nature of prior transactions.
The Custom Jackets is not responsible for any missing packages or COD. We have the right to charge a restocking fee of 15%, if product is not returned in original condition. We reserve the right to refuse delivery of packages received without a Return Authorization.
If you have any query regarding our returns & exchange policies, please don’t hesitate to contact us filling this contact form