1. Our No-Return Policy

All correctly supplied orders are final once dispatched. We do not accept voluntary returns, exchanges or refunds after delivery for bridal dresses, Nikkah outfits, Mehndi dresses, Baraat dresses, Walima outfits, groom sherwanis, wedding guest dresses or other stitched garments.

Exchanges are not offered. If a made-to-measure outfit does not fit as agreed, contact us on WhatsApp and we will alter it free of charge. Examples of circumstances that do not qualify for a voluntary return include:

• A change of mind after ordering or receiving the outfit.
• A preference for a different colour, size, silhouette or design.
• Incorrect measurements supplied or confirmed by the customer, or changes in body measurements after ordering.
• A wedding or event that is postponed or cancelled.
• Minor colour differences attributable to photography, available lighting or screen settings.
• Normal handmade embroidery variations that do not materially depart from the agreed specification.

This policy applies to correctly supplied orders. A product that is materially defective, incorrect or not as agreed is handled under the separate product-issue procedure below and applicable law.

2. Cancellation Windows & Deductions

Why is there a deduction?

Custom orders can involve commitments to fabric, colour preparation, pattern development and production soon after purchase. The deduction helps cover these committed costs.

How do I cancel?

Send a written cancellation request through the verified contact channels listed on our Contact Us page. Include your order number, the name on the order and the date you placed it. The cancellation window runs until our team receives your written request.

These commercial cancellation terms do not override remedies required by applicable law if we fail to meet our legal obligations.

3. Inspect Your Dress Before Dispatch

Once your completed outfit is ready, we arrange a live video inspection before shipping. This is your opportunity to examine the actual garment, ask questions and highlight any concerns while it is still with our production team.

You can ask us to show:

• The front, back and complete silhouette.
• Neckline, sleeves, borders and hem finishing.
• Embroidery, embellishments and close-up details.
• Fabric colour under the available lighting.
• Dupatta, trouser and all agreed included pieces.
• Relevant finished garment measurements.
• Custom elements agreed during the order.

Customers may request a closer view of any area. We will discuss feasible corrections before the garment is packed. Please review the inspection carefully and provide written approval before dispatch.

4. Rawalpindi & Islamabad: In-Person Inspection

Customers based in Rawalpindi or Islamabad may contact us about viewing a completed garment in person before dispatch.

Any in-person inspection is strictly by prior arrangement and subject to feasibility. Shadi Dress Pakistan does not currently operate a public walk-in showroom. If a viewing is possible, our team will privately confirm the appointment details and agreed meeting location.

5. Custom Measurements, Colour & Handwork

Made-to-measure outfits are prepared using measurements and fit requirements confirmed by the customer. Check the Size Guide carefully before submitting them. A correctly made garment is not eligible for a voluntary return simply because the customer later prefers a different fit.

Photography, lighting and individual screens can produce slight colour differences. Handmade embroidery may also create small differences in motif spacing or placement. Such normal variations are not automatically manufacturing defects.

Where an exact shade, motif or measurement is essential, discuss it before production and review it during the pre-dispatch inspection. Any material departure from the agreed specification will be assessed separately.

6. Incorrect, Defective, Missing or Damaged Orders

A strict change-of-mind policy does not prevent you from raising a legitimate product problem. If your parcel contains a materially defective garment, the wrong item, missing pieces, or an outfit that materially differs from the agreed order specification, contact us promptly.

Where possible, notify us within 48 hours of delivery and include:

• Your order number and a clear explanation of the concern.
• Photographs or video showing the issue.
• Relevant agreed product specifications or measurements.
• A photograph of the parcel and courier label if it was damaged.

For missing pieces, we recommend recording an uninterrupted unboxing video from the sealed parcel through to all included items, with the courier label visible. This can help investigate packing and courier issues.

Verified complaints will be evaluated under the circumstances and applicable Pakistani consumer protection law. Depending on the case, an appropriate remedy may include correction, replacement, a refund or another remedy required by law.

7. Approved Refunds & Processing

Cancellations approved within the applicable window are refunded in full. Where the later pre-dispatch cancellation rule applies, 35% of the amount paid is deducted and the balance is returned.

We aim to process an approved cancellation refund to the original payment method, where practicable, within 15 working days of approval. Banks and payment processors may take additional time to display the credit.

Any legally required refund relating to a verified product issue will be handled in accordance with applicable law.

8. Common Questions