Refund policy

Refund & Return Policy

At Silslah, we take pride in the quality of our handbags and accessories. To maintain hygiene standards and ensure fairness to all our customers, we follow a strict policy regarding returns and exchanges.

1. No Change of Mind

Please note that we do not offer returns, refunds, or exchanges for "Change of Mind." Once an order is delivered, it is considered a final sale. We encourage our customers to review product photos and descriptions carefully before purchasing.

2. Damages and Issues (The 24-Hour Window)

We inspect every item before dispatch. However, if you receive a product that is defective, damaged, or the wrong item, you must contact us within 24 hours of delivery.

  • Mandatory Unboxing Video: To claim an exchange for a damaged or wrong item, you MUST provide a complete, unedited unboxing video. The video should start from showing the sealed courier flyer and continue until the defect is clearly visible.

  • No Video = No Claim: Without a proper unboxing video, we cannot accept any claims of damage or missing items.

3. Conditions for Exchange

If your exchange request is approved (for damage/wrong item only), the following conditions must be met:

  • The item must be in the same condition that you received it.

  • It must be unworn or unused, with all protective handle plastics and tags intact.

  • It must be in its original packaging.

  • Any signs of perfume, usage, or removal of protective wraps will result in the rejection of the exchange.

4. How to Start a Return/Exchange

To start a claim, contact us at silsilahstore.pk@gmail.com or via WhatsApp at 03030876222 with your order number and the unboxing video.

Note: Items sent back to us without first requesting a return will not be accepted. The customer is responsible for the shipping costs of returning the item to our warehouse.

5. Non-Returnable Items

Certain types of items cannot be returned or exchanged under any circumstances:

  • Custom/Personalized products (such as personalized cards or scrolls).

  • Perishable goods (such as silk roses or gift flowers).

  • Sale Items: Items purchased during a sale or using a discount code are final and cannot be exchanged.

6. Refunds

We only offer cash refunds if we are unable to provide an exchange for a damaged or wrong item.

  • Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • If approved, the refund will be processed via Bank Transfer or EasyPaisa/JazzCash within 7-10 business days.