Refund policy

At Kuh, customer satisfaction and quality assurance are our highest priorities. We take great pride in delivering premium quality denim and clothing. If you are not entirely satisfied with your purchase, we are here to help you resolve the issue quickly and hassle-free.

1. Eligibility for Returns & Exchanges

We offer a [7-Day Return and Exchange Policy] starting from the day you receive your order.

To be eligible for a return or exchange, your item must meet the following conditions:

  • The item must be unworn, unwashed, unaltered, and unused.

  • All original product tags, price tags, and brand packaging must remain intact.

  • The item must be free from any scent, stains, detergent marks, or physical damage.

  • You must provide proof of purchase (Order ID, invoice, or store confirmation message).

Note: Items marked under "Clearance Sale", "Final Sale", or custom-altered jeans are strictly non-returnable and non-refundable unless defective or damaged upon arrival.

2. Reasons Valid for Exchange or Return

You may request a return or size exchange if:

  • You received an incorrect size or color compared to your original order.

  • The item has a manufacturing defect or physical damage upon delivery.

  • The delivered item differs significantly from the product description on our website.

3. Exchange Process (Size or Style)

  1. Initiate Request: Contact our Support Team via WhatsApp or Email within 7 days of receiving your package. Provide your Order ID, product photos showing the issue, and the reason for exchange.

  2. Review & Approval: Our Customer Service team will review your request within 24–48 hours and provide instructions.

  3. Dispatching the Exchange:

    • Reverse Pickup: In major cities (where service is available), our courier partner will pick up the parcel directly from your doorstep and deliver the replacement.

    • Self-Shipment: If reverse pickup is unavailable in your area, you will be requested to send the item back to our head office via any traceable courier service (e.g., TCS, Leopard, M&P).

4. Shipping Charges & Delivery Costs

  • Defective or Wrong Item Sent: If the fault lies with Kuh (wrong item/size or defective piece), we will cover all courier and shipping fees for the return/exchange.

  • Size Preference / Customer Mind Change: If you wish to exchange an item for a different size or design due to personal preference, the customer is responsible for standard two-way courier shipping costs (PKR 250 – 350 depending on location).

5. Refunds Policy

Refunds are processed only under the following circumstances:

  • The ordered item is out of stock and cannot be replaced.

  • A defective or wrong product was received and a replacement is unavailable.

Refund Methods:

  • Cash on Delivery (COD) Orders: Cash refunds are provided via Bank Transfer, EasyPaisa, or JazzCash.

  • Prepaid Card Payments: Refunds will be credited back to your original payment method.

Processing Time:

Once we receive and inspect your returned item, your refund will be processed within 5 to 7 working days.

6. Damaged or Parcel Tampering Issues

Please do not accept any parcel if the flyer or packaging appears heavily damaged, open, or tampered with by the courier rider. If you open a damaged parcel, you must take a clear unboxing video to claim any missing or damaged items.