Exchanges & returns.

We want you to love everything you receive. If something isn't quite right, here's how exchanges and returns work in Pakistan.

• What is your return policy?

  We accept returns for defective or damaged products only. If you receive an item with manufacturing defects, stitching issues, color discrepancies, or shipping damage, contact us within 7 days of delivery. IMPORTANT: You must record an unboxing video when opening your package for the first time. Claims for defective or damaged items will ONLY be processed if accompanied by an unboxing video showing the issue. This protects both you and us by documenting the condition upon arrival. Returns for verified defective items are free — we'll arrange pickup at no cost to you across Pakistan via TCS Post Ex courier service.

• What is your exchange policy?

  We accept exchanges for size, fit, or style preferences within 14 days of delivery. The item must be unworn, unwashed, and in its original packaging with all tags attached. IMPORTANT: Record an unboxing video when first opening your package. If you discover sizing or color issues upon unboxing, the video serves as proof that the item arrived in perfect condition and supports your exchange request. Exchange shipping is free within Pakistan (Karachi, Lahore, Islamabad, and all major cities) via TCS Post Ex courier.

• Why do I need an unboxing video?

  The unboxing video requirement protects both customers and Habiba Minhas. For customers: it documents the exact condition of items upon arrival, proving if damage occurred during shipping or if the wrong item was sent. For us: it prevents fraudulent claims and ensures we only process legitimate defects or errors. Simply record a short video (even 30-60 seconds on your phone) showing the sealed package, opening it, and removing items. Keep the video until your return window closes (7 days for defects, 14 days for exchanges). This policy is standard practice for Pakistani e-commerce businesses.

• How do I start a return or exchange?

  Contact us via WhatsApp at +92 312 0295812 or email team@habibaminhas.com within 7 days (defects) or 14 days (exchanges) of delivery. Provide: (1) Your order number, (2) Photos clearly showing the issue or item, (3) Your unboxing video (mandatory — upload to Google Drive, Dropbox, or send via WhatsApp). Our team will review within 24 hours and arrange free TCS Post Ex pickup across Pakistan. For exchanges, we'll send your replacement as soon as we receive and verify your return.

• What items cannot be returned or exchanged?

  The following items are non-returnable and non-exchangeable: (1) Sale items marked 'Final Sale' at checkout, (2) Intimate wear and undergarments (hygiene reasons), (3) Unstitched fabric once opened from sealed packaging, (4) Custom or made-to-order pieces (unless defective — unboxing video required), (5) Items worn, washed, altered, or with tags removed, (6) Items returned without original packaging, (7) Items past the return window (7 days for defects, 14 days for exchanges). Gift purchases can be returned for store credit only within 30 days if unworn with tags attached and unboxing video provided.

• How long does a refund or exchange take?

  Exchanges: Once we receive your return via TCS Post Ex (typically 2-3 days), we inspect and verify condition within 24 hours. Your replacement ships immediately via TCS Post Ex and arrives in 1-3 business days. Total timeline: 4-7 days from pickup to receiving replacement. Refunds (for defective items only): After receiving and verifying your return with unboxing video proof, refunds are processed within 24 hours. Original payment method receives refund in 5-7 business days for cards, 2-3 business days for JazzCash/Easypaisa wallets, or immediate store credit if you prefer.

• What if I receive a defective item?

  We sincerely apologize if this happens. Immediately (same day if possible): (1) Record or locate your unboxing video showing the defect, (2) Take clear photos of the defect from multiple angles, (3) Contact us on WhatsApp +92 312 0295812 or email team@habibaminhas.com with your order number, photos, and unboxing video link. We'll review within 2-4 hours during business hours (Mon-Sat, 10am-6pm PKT) and arrange free TCS Post Ex pickup anywhere in Pakistan. You choose: full refund to original payment method OR replacement item shipped priority (1-2 days). If the defect was our error (manufacturing or quality control issue), we'll also include a discount code for your next order as an apology.

• How do I record an unboxing video?

  Simple phone video is perfect: (1) Before opening, show the sealed package with shipping label visible (proves it's your order), (2) Open the package on camera while keeping items visible, (3) Remove each item and briefly show it (front, back, any details), (4) If you notice any issues, clearly show them on camera. Total video length: 30 seconds to 2 minutes is sufficient. Save the video on your phone for 14 days after delivery. Only upload/share if you need to file a claim. This takes minimal time but provides crucial protection for both parties in case issues arise.