Refund policy
RETURN & EXCHANGE POLICY
At Kairos by Garnetlane, every piece is crafted with the highest level of care and workmanship. Whilst we hope you are delighted with your order, please note the following policy:
1. General Policy
• We do not offer returns or exchanges under normal conditions.
• “Normal conditions” refer to situations where the product is delivered as described, free from defects, and in line with our quality standards.
• Orders that meet these conditions are considered final sale.
2. Custom Orders
• All customised orders (including changes to size, color, fabric, embroidery, or any design modifications) are final sale and strictly non-refundable & non-exchangeable.
• As customised pieces are created specifically to client specifications, they cannot be resold, altered, or accepted back.
3. Defective Products Policy
• We prioritise strict quality control to ensure products are free from defects.
• Every outfit is thoroughly checked during manufacturing and before packaging.
• Only verified defects in workmanship qualify for investigation and possible resolution.
4. Non-Qualifying Complaints
The following do not qualify as defects and therefore are not eligible for return, refund, or exchange:
• Change of mind or personal preference.
• Theme or event mismatch.
• Differences in expectation versus the original reference or design.
• Minor variations in color, embellishment placement, or stitching that occur naturally in handmade production.
5. Notification of Defect
• If you believe you have received a defective product, please notify us within 48 hours of delivery.
• Contact us at +92 341 5936352 or info@kairosbygl.com with:
• Order number
• Description of defect
• Clear photos/videos as evidence
6. Return Process (Defective Items Only)
• Approved defective items must be shipped to our official return address in Pakistan only.
• All shipping & customs charges are the responsibility of the customer, regardless of their current location.
• Once received, we will investigate the reported defect.
7. Investigation & Resolution
• Our team will carry out a detailed review of the returned item and the reported issue.
• If a genuine defect is confirmed, a resolution will be offered in the form of a replacement, store credit, or refund (in exceptional cases only).
8. Brand Discretion
• The brand reserves the right to make the final decision on whether a refund, replacement, or credit note is applicable.
• Refunds are issued only in exceptional, verified defect cases and remain at the sole discretion of Kairos by Garnetlane.