Return & Exchange

At Sashkey, we prioritize customer satisfaction and uphold stringent quality control measures before dispatching every parcel. However, if you receive a product that is defective, damaged, incomplete, or incorrectly sized, we offer a structured Return & Refund procedure to resolve the issue swiftly.

1. Eligibility Criteria for Returns & Exchanges

To qualify for a return, replacement, or exchange, the following conditions must be met:

  • Reporting Window: You must report any issue within 7 days of receiving your package. Claims submitted after 7 days will not be processed.

  • Product Condition: The item must be completely unused, unworn, unwashed, unaltered, and free of perfumes, stains, makeup marks, or damage.

  • Original Packaging & Tags: All original brand tags, neck labels, packaging boxes, polybags, extra embellishments/buttons, and invoice slips must remain intact and attached to the garment.

  • Proof of Purchase: A valid order number, original digital receipt, or invoice is required.

2. Non-Returnable & Non-Exchangeable Items

The following items are strictly non-returnable and non-refundable due to hygiene, customization, and operational reasons:

  • Unstitched suits that have been cut, altered, or stitched.

  • Custom-stitched, made-to-measure, or customized collections.

  • Heavy formal wear, bridal collections, or embroidered couture pieces (unless a manufacturing defect is proven).

  • Clearance, final sale, flash sale, or discounted promotional merchandise.

  • Items damaged due to mishandling, improper washing, or failure to follow garment care labels (e.g., dry-clean only instructions).

3. Valid Reasons for Returns & Replacement

Sashkey accepts returns and offers replacements for:

  • Defective or Damaged Products: Garments arriving with manufacturing flaws, torn fabric, severe weave defects, or missing major components.

  • Incorrect Item Delivered: You received a different size, color, or design than what was specified on your order invoice.

  • Sizing Issues (Ready-to-Wear): If a standard size pret outfit does not fit, an exchange for a different size of the exact same design is permissible, subject to inventory availability.

4. Step-by-Step Return & Exchange Procedure

  1. Initiate Request: Take clear photos or video clips highlighting the defect, wrong item, or size discrepancy, along with a picture of the invoice tag attached to the garment.

  2. Review & Approval: Our quality assurance team will inspect the visual evidence within 2 to 3 business days. If approved, we will provide authorization and return instructions.

  3. Dispatching Return Parcel:

    • Sashkey Error (Defect / Wrong Item): We will arrange a reverse pickup via courier at no cost to you, or reimburse standard domestic return shipping costs upon receipt of the dispatch receipt.

    • Customer Preference / Size Exchange: If requesting an exchange for personal preference or size adjustment, the customer is responsible for sending the item back to our fulfillment facility using a trackable domestic courier and paying shipping costs both ways.

  4. Inspection: Upon arrival at our warehouse, all returned garments undergo physical inspection. If the product fails inspection (e.g., shows signs of wear, missing tags, or customer-induced damage), the item will be sent back to the customer at their expense.

5. Refunds & Store Credit

Sashkey operates primarily under a Store Credit / Replacement Policy. Direct cash refunds are granted under specific circumstances.

  • Store Credit / Online Coupon: In most approved cases, customers receive online store credit or discount voucher code equal to the item’s purchase value. Store credits remain valid for future purchases on our website for a specified validity period.

  • Monetary Refunds: Cash or bank refunds are issued only if:

    • The delivered product is verified as defective or incorrect, AND a replacement is out of stock.

    • The order was prepaid online, but Sashkey is unable to fulfill the order.

  • Processing Timelines: Approved refunds are processed back through the original payment method:

    • Prepaid Orders (Cards/Transfers): Processed within 7 to 10 business days (bank processing delays may apply).

    • Cash on Delivery (COD) Orders: Refunded via local direct bank transfer or digital wallet within 5 to 7 business days after the returned product passes quality inspection.

  • Non-Refundable Fees: Original shipping charges, cash-on-delivery handling fees, custom duties, and shipping taxes are non-refundable.