RETURN & EXCHANGE

1. GENERAL

   1.1. At “Kaira”, we are committed to providing the highest quality workmanship. Whilst we hope you are delighted with your order; we do not offer any return or exchange under normal conditions.

   1.2. "Normal conditions" typically refer to situations where the product is delivered as described, without defects or errors in workmanship, and meets the quality standards set by “Kaira”. In such cases, where the product meets our quality control standards and matches the description provided at the time of purchase, “Kaira” does not offer returns or exchanges. This policy is in line with our commitment to providing high-quality products and ensuring customer satisfaction.

2. DEFECTIVE PRODUCTS

   2.1. At “Kaira”, we prioritize quality assurance to ensure that customers receive products free from defects. Our quality checks include thorough inspections during manufacturing and packaging stages. We employ skilled professionals who meticulously examine each product for any flaws, inconsistencies, or damages that may affect its functionality or appearance. Furthermore, we adhere to strict quality control standards and industry best practices throughout the production process. This includes using high-quality materials and implementing measures to prevent defects during handling and shipping.

   2.2. Notification of Defect:
   If you receive a product with defects, kindly notify us within 48 hours of receiving the item. To notify us of a defective product, please contact our customer service team at +92 300 083 9889 or info@kairastore.com, and provide the following information to justify your claim:

   • Order number or reference
   • Description of the defect
   • Clear photos or videos showing the defect
   • Any other relevant details or documentation related to the defect

   2.3. Return Process:
   We will guide you through the return process to our address in Pakistan. All shipping and customs charges associated with the return are to be covered by the customer. Please follow these steps:

   • Notify us of any defects within 48 hours of receiving the item, providing order details and evidence of the defect.
   • Upon approval, securely pack the item and ship it to our return address at your expense.
   • Once received, we'll assess the defect and offer a resolution, which may include the replacement, store credit, or refund (if eligible).

   2.4. Thorough Investigation:
   Upon receiving the defective product, we will conduct a comprehensive investigation to assess the reported issues.
   Our investigation process includes visual inspections, documentation review, communications, and an internal review to thoroughly assess reported issues with the items and determine the appropriate resolution.

   2.5. Refund or Replacement:
   Based on our findings and in adherence to our policy, we will proceed with either a refund or a replacement.
   Refunds are issued only in exceptional cases, at the discretion of the brand. Generally, we do not accept exchanges or refunds. Exceptions are made only in cases of verified defects, as determined by the brand.

   2.6. Discretion of the Brand:
   The brand reserves the right to make final decisions on refunds and replacements based on the outcome of the investigation.

3. CANCELLATION POLICY

   3.1. Eligibility:
   Customers can initiate a cancellation request within 24 hours of placing their order. After this timeframe, cancellation requests may not be accommodated, as per the timeframe mentioned in section 3.2. Cancellation requests are subject to approval and will not be possible for orders already processed or shipped. If the time window for cancellation has elapsed, the customer will not be allowed to cancel their order, and all associated costs will have to be borne by the customer.

   3.2. Timeframe:
   Customers can initiate a cancellation request within 24 hours of placing their order. After this timeframe, cancellation requests may not be accommodated. To cancel an order, please contact our customer service team immediately with your order number.

   3.3. Refund Process:
   If a cancellation is approved, refunds will be issued in the form of store credit of the same value. This store credit is valid for the online store only and must be used within 1 month from the date of issuance. The expected timeframe for processing refunds is 7-14 business days from the date of cancellation approval.

   3.4. Exceptions:
   The following items are exempt from cancellation and refund:

   • Final sale items marked as non-returnable or non-refundable.
   • Personalized or custom-made products where the production process has been initiated.

   3.5. Procedure:
   To initiate a cancellation request, customers must contact our customer support team at +92 300 083 9889 or info@kairastore.com. Please provide your order number and reason for cancellation when contacting us.

   3.6. Communication:
   Upon cancellation of an order, customers will receive a single notification via email and/or SMS to their registered email address and phone number. This notification will confirm the receipt of their cancellation request as well as the status of the cancellation.

   3.7. Liability:
   Customers are liable for providing accurate order details and initiating cancellation requests within the specified timeframe. “Kaira” holds liability for processing cancellations promptly and issuing refunds in accordance with the policy.

   3.8. Changes or Updates:
   Any changes or updates to the cancellation policy will be communicated to customers via email and updated on our website. It is recommended to review the cancellation policy periodically for any revisions.