At Haya by Ishma, we are committed to providing premium-quality products and excellent
customer service. Please read our Return & Exchange Policy carefully before placing your order.
Exchange Eligibility
An exchange request will only be accepted in the following cases:
- You receive the wrong product.
- You receive a damaged product.
- The product has a major manufacturing defect.
- The product delivered is different from what you ordered.
All exchange requests are subject to verification and approval by our customer support team.
If the Mistake is on Our Side
If the exchange is approved due to an error made by Haya by Ishma, we will take full responsibility for the exchange process.
We will:
- Arrange the pickup from your address.
- Bear the courier charges for returning the product.
- Bear the courier charges for delivering the replacement product.
- Ensure the exchange process is completed without any additional cost to you.
If the Mistake is on the Customer’s Side
Examples include:
- Ordering the wrong size.
- Ordering the wrong color.
- Changing your mind after placing the order.
- Providing an incorrect delivery address.
- Entering incorrect order details.
In these cases:
- Exchange is subject to approval.
- The customer will be responsible for all courier charges, including sending the product back to us and delivery charges for the replacement product.
Haya by Ishma will not bear any shipping expenses for customer-requested exchanges.
Return Policy
We do not accept returns except in cases of a major product defect.
A return request may only be approved if:
- The product has a significant manufacturing defect that cannot reasonably be repaired or exchanged.
- The issue is verified and approved by our customer support team.
Return Requests Will Not Be Accepted For
- Change of mind.
- Wrong size ordered.
- Wrong color selected.
- Minor stitching variations.
- Minor thread finishing.
- Slight color differences caused by lighting or screen settings.
- Personal preference after receiving the product.
- Products that have been used, washed, altered, ironed, perfumed, or damaged after delivery.
Claim Procedure
To request an exchange or return:
- Contact our customer support within 48 hours of receiving your parcel.
- Share clear photos or videos showing the issue.
- Our team will review your request.
- If your claim is approved, we will guide you through the next steps.
Product Condition
For any approved exchange or return:
- The product must be unused.
- All original tags and packaging must be intact.
- The product must be returned in its original condition.
Requests that do not meet these conditions may be declined.
Final Decision
Haya by Ishma reserves the right to approve or reject any exchange or return request after reviewing the product condition and the evidence provided by the customer.
The decision of Haya by Ishma regarding any exchange or return request will be considered final.
Need Help?
If you have any questions regarding your order, please contact our customer support team through our official social media platforms or the contact information available on our website.
