Refund policy
Effective Date: 22 April 2026
Last Updated: 22 April 2026
At Libas e Khas, we source every outfit directly from Pakistan's leading designers and deliver worldwide from our UK-registered business. This policy explains how cancellations, refunds, and returns work — and reflects our obligations under the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Please read this carefully before placing your order. By completing checkout, you confirm that you have read, understood, and accepted these terms.
1. Order Cancellations
Cancellation Window
You may cancel your order within one hour of placing it, provided that production, stitching, or dispatch has not yet begun. Once the order enters processing with our designers or tailors, cancellation is no longer possible because the item has already been committed to production at supplier level.
How to Request a Cancellation
To cancel within the one-hour window, you must contact us immediately via:
- Email: support@libasekhas.co.uk
- WhatsApp: +44 7787 620370
Please include your order number and the reason for cancellation. Cancellation requests sent outside working hours will be reviewed at the next available opportunity, but the one-hour timer runs from the moment the order is placed regardless of contact time.
Cancellation Charges
Approved cancellations are subject to a processing fee to cover payment gateway costs, administrative handling, and operational expenses already incurred:
- UK customers: £20 flat fee plus 2% of the total order value
- International customers: £20 flat fee plus 3% of the total order value
These charges are non-waivable and apply regardless of the cancellation reason, including change of mind.
Orders After the Cancellation Window
Orders placed beyond the one-hour cancellation window cannot be cancelled under any circumstances. This includes situations where:
- The event date has been moved or cancelled
- Measurements were submitted incorrectly
- The customer changed their mind about the design, colour, or size
- The customer placed the order by mistake
2. Made-to-Order, Custom & Stitched Items
Most items at Libas e Khas are made-to-order or stitched specifically for the customer, which makes them exempt from standard distance selling rights under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.
What Counts as Made-to-Order
- Any outfit requiring custom stitching to your measurements
- Any outfit ordered in a size or length that requires alteration before dispatch
- Any outfit where the customer has requested design modifications (neckline, sleeve, hemline, etc.)
- Any bespoke or personalised piece created to the customer's specification
Our Position
Made-to-order items are non-refundable, non-cancellable, and non-returnable once production has begun. This is a firm policy and aligns with both UK and international bespoke retail standards. We dedicate tailoring hours, materials, and designer time to each order — once that process starts, it cannot be undone.
If Production Is Delayed
If your made-to-order item experiences a production delay, please do not cancel. Contact us and we will provide an honest update on the revised timeline. Cancellation during a delay is not available because the production costs have already been incurred.
3. Damaged or Incorrect Items
We inspect every outfit before dispatch and package it with care, but occasionally items may be damaged in transit or incorrect items may be shipped. In these cases, we will make it right.
How to Report
You must notify us within 12 hours of delivery (based on the official timestamp recorded by the courier). Reports received after this window cannot be processed because we lose our ability to file claims with the courier and verify the condition at delivery.
Please send the following to support@libasekhas.co.uk or WhatsApp +44 7787 620370:
- Clear photographs of the damage from multiple angles
- Photos of the outer packaging, including any visible damage
- A short description of the issue
- Your order number
What Happens Next
Once we receive your report, our team will investigate within 2 working days. If the damage or error is verified, we will offer one of the following remedies based on the situation:
- Replacement of the damaged item (subject to stock availability)
- Partial refund proportionate to the damage
- Full refund (in cases of complete product failure)
- Store credit with an added goodwill amount
We reserve the right to decline damage claims where the photographs are unclear, the packaging appears undisturbed, or the damage appears consistent with post-delivery handling by the customer.
4. Returns & Exchanges
We only accept returns in cases of verified damage or demonstrably incorrect items shipped by us. We do not accept returns for any of the following:
- Change of mind after delivery
- Size variation after the customer has worn, altered, or washed the item
- Stitching concerns (each garment is inspected before dispatch)
- Colour or embellishment variation within the accepted 5%–10% tolerance
- Custom or made-to-order items
- Stitched items
- Jewellery (earrings, necklaces, tikka sets, nose pieces) — declined for hygiene reasons under UK health and safety guidance
- Items ordered after our published event deadline where the customer accepted the risk at checkout
If a Return Is Accepted
For cases where a return is exceptionally approved, the following applies:
Notification window:
- UK customers: within 24 hours of delivery
- International customers: within 24 hours of delivery
Return shipping timeframe:
- UK customers: item must be returned within 12 days of approval
- International customers: item must be returned within 20 days of approval
Condition: The item must be unused, unwashed, unaltered, and returned with all original tags, packaging, and accessories intact. Items showing any sign of wear, makeup, perfume, alteration, or missing components will be refused and returned to the customer at their cost.
Return shipping costs: The customer is responsible for all return shipping costs unless we have confirmed otherwise in writing.
Return address: Provided by our team once the return is formally approved. All items ship from and return to our fulfilment partner in Lahore, Pakistan:
LG-43, City Tower, Boulevard Road, Gulberg, Lahore, Pakistan
Please note: Returns sent to any other address, or without prior written approval, will not be accepted or refunded.
5. Refunds
Approved refunds are issued within 7 working days to the original payment method. Please allow additional time for your bank or card issuer to process the transaction — this is outside our control and can vary by provider.
What Is Refundable
- Orders cancelled within the one-hour window (minus cancellation charges in Section 1)
- Verified damage or incorrect item claims (handled under Section 3)
What Is Never Refundable
- Shipping charges (outbound or return)
- Payment gateway fees
- Customs duties or import taxes already paid
- Stitching or alteration costs
- Items falling under the made-to-order, bespoke, or stitched categories
6. Delivery Timeframes & Expectations
All delivery estimates we provide are given in good faith based on:
- The courier's published transit times
- The type of outfit and its production requirements
- The customer's country of delivery
- Seasonal order volume
Factors Outside Our Control
The following situations are not grounds for cancellation, refund, or compensation:
- Customs clearance delays in the destination country
- Seasonal backlogs (particularly during Eid, wedding season, and public holidays)
- Courier delays, strikes, or operational issues
- Weather disruptions, natural disasters, or geopolitical events
- Incorrect or incomplete shipping addresses provided by the customer
- Delayed or missing measurements, styling clarifications, or customer responses
- Local delivery attempts where the customer is unavailable
Guaranteed Delivery Dates
A delivery date is only "guaranteed" if we have provided that guarantee in writing, using the word "guaranteed", at the time of your order. General estimates shared via website, email, or WhatsApp are indicative and do not constitute a legal guarantee.
Customer-Caused Delays
Any delay caused by the customer — such as late submission of measurements, slow response to clarification requests, or changes to the order after confirmation — will automatically extend the estimated delivery timeline. The responsibility for such delays lies with the customer.
7. Colour, Stitching & Embellishment Tolerance
Pakistani designer wear is a craft product, not a mass-produced item. Each outfit is hand-embroidered, hand-embellished, and stitched by artisan tailors. By placing an order, you accept the following:
- Colour: A 5%–10% variation between the on-screen image and the physical outfit is normal and not a reason for return. This is due to differences in monitor calibration, photography lighting, and fabric dye lots.
- Embellishment placement: Hand-applied beads, sequins, stones, and thread work may vary slightly in placement, density, or tone from piece to piece.
- Stitching: Each garment is inspected before dispatch. Stitching complaints received post-delivery will not be entertained.
- Fabric texture: Small variations in fabric weave, drape, or weight are expected in natural materials like raw silk, organza, chiffon, and net.
These variations are part of the character of handcrafted Pakistani couture and should not be viewed as defects.
8. Bulk & High-Value Orders
For orders containing multiple items, orders above £1,000, or wholesale enquiries, please contact us before placing the order. We will confirm availability, production timelines, and any special terms in writing. Bulk orders placed without prior discussion may be subject to extended timelines or partial fulfilment depending on stock.
9. Fraud, Chargebacks & Abuse of Policy
We take fraudulent activity seriously and reserve the right to:
- Decline any future orders from customers who misuse this policy
- Pursue legal action against fraudulent damage claims or tampered product claims
- Defend chargebacks using our evidence records (order confirmations, shipping proofs, dispatch photos, delivery confirmations, and customer communications)
- Report fraudulent activity to card issuers and relevant authorities
Every claim we receive is investigated thoroughly. Customers found to be making false claims, intentionally damaging items to qualify for refunds, or attempting payment fraud will face legal consequences under UK law.
10. Your Rights Under UK Law
Nothing in this policy limits your statutory rights under:
- Consumer Rights Act 2015 — which sets out quality, fitness for purpose, and description standards for goods
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — which governs distance selling, with specific exemptions for bespoke and custom-made items
For full details of your statutory rights, visit the UK Government's consumer protection pages or contact Citizens Advice.
11. Dispute Resolution
If you are unhappy with how a claim has been handled, please email us at support@libasekhas.co.uk with the subject line "Formal Complaint" and your order number. We commit to:
- Acknowledging your complaint within 2 working days
- Investigating and responding substantively within 10 working days
- Offering a fair resolution where we are at fault
- Escalating to an independent dispute resolution service if required
Unresolved disputes will be handled under the jurisdiction of the courts of England and Wales.
12. Policy Updates
We may update this policy from time to time to reflect changes in our operations, courier partners, legal requirements, or industry practice. The latest version will always be published on our website with a revised "Last Updated" date. The policy in effect at the time of your order is the version that applies to that order.
Contact
For any questions regarding this policy or to raise a specific claim:
Email: support@libasekhas.co.uk
WhatsApp: +44 7787 620370
Business: Rahim Traders Limited (trading as Libas e Khas)
Registered in: United Kingdom
Thank you for shopping with Libas e Khas — we genuinely appreciate your trust and look forward to dressing you for every celebration.