What if I found any discrepancy in my order/product?
If you receive a damaged product or find any discrepancy in your order/product, please notify our Customer Services department within 24 hours of receiving the item. Report the damaged item, and our Customer Services Team will assist you in resolving the issue according to our returns policy. Click here to check our return and exchange policy in detail.
Can I exchange my order?
Yes! Customer experience is our utmost priority. You can exchange your order within 15 days of the date of purchase with a nominal fee of PKR 200. You must have the original invoice, and the article must be unused, in its original packing, with labels and price tags intact. The only exception to this rule is SALE articles, which are neither exchangeable nor refundable.
Are there any additional charges on exchange?
We will not charge for any exchanges if the article(s) delivered to you were damaged or incorrect.
If, however, the customer wishes to exchange the article for any other reason, a small convenience fee of PKR 200/- is applied to cover freight charges from our courier partners. The return will only be processed AFTER the original item is received by us.
How long will the exchange process take?
It usually takes 7–10 days to complete the online exchange process. Please keep your parcel ready beforehand for a seamless swap process.
However, you can exchange your order at any of our retail outlets after confirmation from our Customer Service team. Please have the order confirmation email/SMS and order invoice with you when making an in-store exchange for an online order.
Important Note:
If our team is unable to establish contact with you for an exchange order, for any reason from your side, your exchange request will be automatically closed on the third day of the request.
What if my order amount changes due to an exchange product?
In cases where the exchange order value is above the original order value, you can pay in cash at the time of delivery. To make a partial exchange, call our Customer Service Team at +92-323 8888521 and specify the articles you wish to exchange and your reasons for doing so. Our Call Centre team will try to accommodate your request to the best of their abilities.
Which articles are not exchangeable?
All Women's Chikankari, Dupattas, and SALE articles do not qualify for exchange.
Note: Please do not accept the parcel if it's already opened or tampered with in any way.
How do I know that the parcel received is from HINASANA and not from any counterfeit or 3rd party?
All our parcels have HINASANA-branded flyers with appropriate packaging and labels attached. Customers are advised to accept parcels packed in SAYA-branded flyers ONLY. Orders placed on any 3rd party website will not be entertained for exchanges/refunds/quality concerns. Customers are advised to take up their query with the 3rd party directly. Our official website for placing orders is only https://hsbyhinasana.com
