Return & Exchange

Last Updated: August 3, 2026

Thank you for choosing SHE – Satrang Handicraft Enterprise, the flagship social enterprise of Pahel Pakistan – An Initiative for Inclusive Human Development.

Every purchase supports women artisans, preserves the cultural heritage of Sindh, and promotes sustainable livelihoods. Because many of our products are handcrafted in limited quantities, each item is carefully inspected before shipment. If your purchase does not meet your expectations, we are committed to resolving the issue fairly and promptly.

1. Return & Exchange Eligibility

You may request a return or exchange within 14 calendar days of receiving your order, provided that:

  • The product is unused, unworn, unwashed, and undamaged.
  • All original tags, labels, and packaging remain intact.
  • The item is returned in its original condition.
  • Proof of purchase or the original order confirmation is provided.

Returns that do not meet these conditions may be declined.

2. Items Not Eligible for Return or Exchange

For hygiene, customization, and product integrity reasons, the following items cannot be returned or exchanged unless they arrive damaged, defective, or incorrect:

  • Customized or personalized products.
  • Made-to-order products.
  • Corporate or bulk orders produced to customer specifications.
  • Gift cards or digital products.
  • Products marked as Final Sale or Non-Returnable.
  • Items showing signs of use, washing, alteration, staining, or damage after delivery.

Handmade Product Notice: Slight variations in colour, texture, weave, embroidery, or dimensions are natural characteristics of handcrafted products and are not considered defects.

3. Damaged, Defective or Incorrect Items

If you receive a damaged, defective, or incorrect item, please notify us within 48 hours of delivery.

Please include:

  • Your order number.
  • A description of the issue.
  • Clear photographs of:
    • The product;
    • The packaging; and
    • The shipping label, where applicable.

After reviewing your request, we will determine the appropriate resolution, which may include:

  • Replacement of the item.
  • Exchange for the same or a similar product.
  • Store credit.
  • Full or partial refund, where appropriate.

If the issue is confirmed, SHE will bear the reasonable return shipping cost.

4. Change-of-Mind Returns

If you change your mind after receiving your order, eligible products may be returned within 14 calendar days.

For change-of-mind returns:

  • The customer is responsible for return shipping costs.
  • Original shipping charges are non-refundable.
  • Products must satisfy all eligibility requirements.
  • Refunds will be issued only after inspection and approval.

5. Exchanges

Eligible products may be exchanged for:

  • Another size, where applicable.
  • Another available colour.
  • A different product of equal value.
  • A higher-value product by paying the price difference.

Exchanges are subject to stock availability.

Each order is eligible for one exchange only unless the product is defective or incorrectly supplied.

6. Return Process

To initiate a return or exchange:

  1. Contact our Customer Support team within the applicable return period.
  2. Provide your order number and reason for the request.
  3. Attach photographs if the product is damaged or defective.
  4. Wait for return authorization and shipping instructions.
  5. Ship the approved return using the recommended courier service.

Important: Please do not return products without prior authorization, as unauthorized returns may not be accepted.

7. Return Shipping

Change-of-Mind Returns

  • Customers are responsible for return shipping costs.
  • We recommend using a trackable courier service.
  • SHE is not responsible for products lost or damaged during return shipment.

Defective or Incorrect Products

For approved defective or incorrectly supplied products, SHE will provide return instructions and, where appropriate, cover reasonable return shipping expenses.

8. Inspection of Returned Products

All returned products are inspected upon arrival.

Inspection typically takes 3–7 business days after the returned product is received.

If the returned product does not satisfy the eligibility requirements, we may:

  • Decline the return.
  • Return the product to the customer.
  • Deduct any loss in value where permitted by applicable law.

9. Refunds

Once your return has been inspected and approved, the refund will be processed to the original payment method.

Please allow approximately 7–14 business days for the refund to appear in your account, depending on your payment provider or financial institution.

Shipping charges are generally non-refundable unless:

  • The wrong product was supplied;
  • The product was defective;
  • The product arrived damaged; or
  • A refund is otherwise required by applicable law.

10. International Orders

International customers are responsible for:

  • Customs duties;
  • Import taxes;
  • VAT; and
  • Other government charges imposed by the destination country.

These charges are generally non-refundable by SHE.

If an international order is returned due to refusal of delivery, unpaid customs charges, or an incorrect shipping address provided by the customer, any refund may be reduced by the shipping, customs, handling, and return costs incurred.

11. Order Cancellations

Orders may be cancelled before they have been processed for dispatch.

Once an order has entered production, packaging, or shipment, cancellation may no longer be possible.

Made-to-order, personalized, and custom products cannot be cancelled once production has commenced.

SHE reserves the right to cancel orders due to:

  • Product unavailability.
  • Pricing or technical errors.
  • Suspected fraudulent activity.
  • Payment authorization failure.
  • Circumstances beyond our reasonable control.

Where payment has already been received, an appropriate refund will be issued.

12. Handmade Product Disclaimer

Every SHE product is individually handcrafted by skilled women artisans.

As a result, minor differences in the following are natural:

  • Colour;
  • Embroidery;
  • Stitching;
  • Weave;
  • Natural fibres;
  • Dimensions; and
  • Texture.

These differences are part of the authenticity and uniqueness of handcrafted products and should not be considered manufacturing defects. They reflect the beauty of artisan craftsmanship and make every product one of a kind.

13. Our Commitment

At SHE, we are committed to delivering products of exceptional quality while supporting ethical trade, women’s economic empowerment, environmental sustainability, and the preservation of Sindh’s rich cultural heritage.

We value every customer and strive to resolve all return and exchange requests fairly, transparently, and efficiently.

14. Contact Us

If you need assistance with a return, refund, or exchange, please contact:

SHE – Satrang Handicraft Enterprise
Flagship Social Enterprise of Pahel Pakistan – An Initiative for Inclusive Human Development
Email: info@shehandicrafts.org

Our Customer Support team will be pleased to assist you throughout the return and exchange process.