Refund policy

1. Payment Policy

For orders above PKR 200,000, a 50% advance payment is required to confirm the order. The advance payment is strictly non-refundable once the order has been confirmed. Any remaining balance must be paid in accordance with the payment terms communicated at the time of order.

2. Customised and Made-to-Order Products

Customised, personalised, and made-to-order garments are produced specifically according to the customer’s confirmed requirements. Such products are not eligible for return or exchange except where an item is damaged or incorrectly supplied, subject to the reporting requirements stated in this policy.

3. Ready-to-Wear – Size and Colour Exchange

Ready-to-wear products may be eligible for size or colour exchange subject to availability and the conditions communicated by HANIYA MAISON. The item must be unused, unworn, unwashed, unaltered, and returned with all original tags and packaging. Customised and made-to-order products are excluded.

4. Damaged or Incorrect Items

Any damaged, defective, or incorrectly supplied item must be reported to HANIYA MAISON within 48 hours of receipt. The customer must provide clear video and/or photographic proof showing the condition of the package and item. Claims submitted after 48 hours may not be accepted.

5. Cancellation Policy

Orders may not be cancelled once production, customisation, procurement, or other order-specific work has commenced. Where cancellation is permitted before such work begins, any applicable refund will be subject to the payment terms and costs already incurred.

6. Sale and Promotional Items

Sale, discounted, promotional, clearance, or specially priced products may be subject to separate exchange, return, or cancellation conditions. The terms communicated for the applicable promotion or order will govern where they differ from the standard policy.