Refund And Exchange Policy

Every piece at Naaz is handmade with love, care, and lots of patience. Since our products are made-to-order or crafted in small batches, we request our customers to read the policy below before placing an order.

Exchanges

We understand sometimes things don’t go as planned — sizing issues, change of mind, or unexpected surprises. That said, due to the handcrafted nature of our products, we have a limited exchange policy.

Eligible for Exchange:

  • Exchange is only available for size issues (if applicable), or if the product is received damaged/defective.
  • You must contact us within 3 days of receiving your order.
  • Item must be unused, unworn, unwashed, with all tags and packaging intact.
  • Only one-time exchange per order is allowed.
  • Exchanges will be offered in the form of a voucher/store credit.

Not Eligible:

  • Change of mind or personal preference.
  • Sale items, gift boxes, accessories (like keychains or mini add-ons), or custom-made items.
  • Items found to be worn, stained, damaged, or altered.

To request an exchange:
WhatsApp us your Order ID and concern at ‪+92 326 1055746‬ within 3 days of delivery.


Refunds

We currently do not offer cash refunds.

  • Refunds (if approved) will be issued as store credit only.
  • Refunds are only granted in case of defective or wrong item received, and if return is made within 5 days of delivery.
  • Store credit is valid for 30 days from the date of issue.


Return Process

Once your return/exchange is approved:

  • You’ll be asked to courier the item back to our address in Lahore.
  • You will bear the return shipping cost unless it’s a clear error on our part (defective/wrong item).
  • After inspection, we’ll issue your store credit or process the exchange within 5-7 working days.


Color & Texture Disclaimer

Please remember that handmade items may have minor variations in color, shape, or design due to their artisanal nature. Also, screen displays may differ slightly from real-life colors. This does not qualify as a defect.


Our Promise

At Naaz, we deeply value your trust. Each crochet piece is a little story of patience, time, and effort — just like the love you give us in return. We humbly ask you to shop mindfully, with kindness for handmade work.


Need Help?

We’re always happy to assist you with anything.
WhatsApp: ‪+92 326 1055746‬