Return, Exchange & Refund Policy

Return, Exchange & Refund Policy

At Ismail’s Clothing, we are committed to offering our customers a smooth and reliable shopping experience. Please read our policy carefully before placing an order.

1. Exchange Policy

Items purchased from our online store may be exchanged at our outlet, or customers may contact our customer service team if they wish to send the item through courier.

Exchange Eligibility

An exchange will only be accepted if:

  • The exchange request is submitted within 7 working days of receiving the order through email, phone call, SMS, or WhatsApp.
  • The customer clearly mentions the reason for exchange in the request.
  • The item is in its original condition, unused and unwashed.
  • The original price tag and packaging are intact.
  • The original invoice is provided with the item.
  • The item has no perfume scent, odour, stains, marks, or any signs of use.

Exchange Conditions

  • Unworn, non-discounted garments can be exchanged within 10 days of purchase with original tags and receipt.
  • Exchange is subject to stock availability.
  • Ismail’s Clothing reserves the right to accept or reject any exchange request at its sole discretion.
  • Once the exchange request is approved, the customer will be informed by our customer service team.
  • Company decisions regarding claims and exchanges will be considered final.

2. Non-Exchangeable Items

The following items are not eligible for exchange or return:

  • Discounted or sale items
  • Articles purchased on 50% to 70% off
  • Sale items against new arrivals
  • Shoes and accessories due to hygiene reasons
  • Previous season stock

Important Notes

  • If an item purchased at full price later goes on sale, it will be exchanged at the marked down sale price.
  • Slight variation in colour or texture may occur due to screen settings and lighting during photography. Such differences will not qualify for exchange.
  • This exchange policy does not apply to orders shipped outside Pakistan.

3. Refund Policy

Ismail’s Clothing strictly follows a No Refund Policy.

  • We do not offer cash refunds.
  • Cashback is not available.
  • Shipping and handling charges are non-refundable.

The Exchange Policy becomes applicable once the customer has placed the order, received the parcel, or the payment has been processed.

4. Damaged Items & Claims

Damaged item claims will only be entertained in the following cases:

  • The item has a manufacturing defect
  • The customer received the wrong size
  • The customer received the wrong item

Claim Conditions

  • The complaint must be raised within 2 working days of receiving the parcel.
  • The complaint can be submitted through call, message, or email.
  • The original paper invoice must be provided.

Please allow up to 7 working days for processing damage and claim requests.

5. Shipping for Exchange

Customers who wish to exchange an item through courier will be responsible for shipping the product back to us unless:

  • The item was received damaged
  • The wrong item was delivered

In these cases, Ismail’s Clothing will bear the shipping cost.

In all other situations, the customer will be responsible for the courier charges.

6. Inspection of Returned Items

All returns and exchanges are inspected upon arrival at the Ismail’s Clothing online warehouse.

If our quality team finds that the item has been:

  • Used
  • Washed
  • Mishandled
  • Returned without original tags or invoice
  • Returned in a condition other than its original state

the exchange or claim request will not be accepted.

7. Retail Store Purchase Policy

Items purchased from our retail outlet cannot be sent through courier for exchange.

Retail purchase exchanges are only possible at our physical outlet.

8. Contact Us

For any queries, claims, or exchange requests, please contact us:

Email: customercare@ismailsclothing.com
Phone: 042 32301095