Exchange & Returns Policy

Made-to-order means every piece is yours from the first stitch — here is what that means for exchanges and returns.

The honest version

Because every Saanjh piece is hand-embroidered to your measurements, in your chosen fabric and palette, it cannot be resold to another client. For this reason, we do not accept returns or exchanges on completed made-to-order pieces.

We know this is not the policy you might be used to from ready-to-wear brands. We ask for your trust, and in return we promise the following.

What we offer instead

1. Generous pre-production consultation

Before a single thread is cut, we walk you through fabric swatches, mood references, embroidery density, and silhouette adjustments. You approve the sketch. You confirm the palette. Nothing begins until you are sure.

2. Progress photographs at three stages

You will see your piece at cutting, at half-embroidery, and at final fitting. If something needs to be adjusted, we adjust it before it goes further. You are part of the making.

3. One complimentary alteration within thirty days

Despite our care, occasionally a piece may need minor adjustment on arrival — a small tightening, a hemline tweak, a sleeve adjustment. We offer this once, free of charge, within thirty days of delivery.

Within Pakistan, we cover return shipping for the alteration. International clients arrange their own shipping back to our atelier; we return the altered piece at our cost.

4. Complimentary repairs for the first thirty days

If embroidery threads come loose, or any manufacturing flaw appears within thirty days, we repair the piece at no charge. Write to us with photographs and we respond within forty-eight hours.

If your piece arrives damaged

Write to us within forty-eight hours of delivery, with clear photographs of the damage and the original packaging. If the damage occurred in transit, or is a manufacturing fault on our side, we will repair, replace, or refund — whichever you prefer.

This is the only circumstance in which a refund is possible.

Cancellations

You may cancel an order, with a full refund of your advance, within forty-eight hours of confirming and paying. After forty-eight hours, the sketch is approved and fabric is cut — from this point, cancellations are not possible, as the materials have been committed to your piece.

If you anticipate a change in plans, please tell us as early as possible. We will do everything reasonable to accommodate.

Ready-to-wear pieces

If a piece is listed as ready-to-wear (RTW) rather than made-to-order, the following applies:

Returns accepted within seven days of delivery, provided the piece is unworn, unwashed, with all tags intact and original packaging.
Return shipping is at the client's cost.
Refund issued within seven working days of the piece arriving back at our atelier in original condition.
Exchanges for size or design are subject to availability.