Haya Threads – Return, Exchange & Refund Policy

At Haya Threads, each product is individually handcrafted and painted with care — making every piece unique.

We take great pride in ensuring that your order reaches you in perfect condition.

However, in the rare case that you are not fully satisfied with your purchase, our return and exchange policy below explains your options clearly.

1. Eligibility for Return or Exchange

We accept returns or exchanges only under the following conditions:

You have received an incorrect item (different design, color, or size than ordered).

The product arrives damaged, defective, or stained due to a shipping or packaging issue.

You report the issue within 48 hours of receiving your order.

Because our products are hand-painted and made-to-order, we cannot accept returns based on:

Slight design or color variations (as each piece is unique).

Change of mind after purchase.

Delay in delivery caused by courier services beyond our control.

2. Condition of Returned Items

To be eligible for return or exchange:

The item must be unused, unwashed, and unaltered.

It must be returned in its original packaging with tags intact.

The customer must include proof of purchase (order confirmation or receipt).

If these conditions are not met, the return may be refused.

3. How to Initiate a Return or Exchange

To initiate a return:

Contact our team via email or WhatsApp within 48 hours of delivery.

Email: info@hayathreads.com

WhatsApp: 0301-3051898

Provide your order number, photos of the product, and a short description of the issue.

Once verified, we’ll guide you through the return shipping process.

Please note:

Returns sent without prior communication will not be accepted.

In case of an approved exchange, shipping costs (for sending the product back) are the customer’s responsibility.

4. Refund & Exchange Options

Once we receive and inspect your returned item:

If approved, we’ll issue:

A replacement (same design, if available)

Or a store credit / voucher of the same amount valid for your next purchase.

Refunds are only processed if we are unable to replace or repair the defective product.

Refunds (if applicable) will be issued within 5–7 working days to your original payment method or as store credit.

5. Non-Returnable Items

For hygiene and design protection reasons, the following items are not eligible for return or exchange:

Custom-painted scarves or abayas

Items bought on sale or discount offers

Gift cards or vouchers

6. Damaged or Lost Parcels

If your parcel arrives visibly damaged:

Refuse to accept the parcel at delivery (if possible), or

Take clear photos of the packaging before opening and contact us immediately.

We will open a courier investigation and assist you with a replacement or claim.

7. Our Rights

Haya Threads reserves the right to:

Decline any return request that does not meet the above terms.

Modify or update this policy at any time without prior notice.

8. Customer Satisfaction Promise

Your satisfaction means the world to us.

While we protect the integrity of handcrafted work, we also ensure that every client feels valued and heard.

If there’s ever an issue, please reach out — we promise to handle it with empathy and fairness.