Refund policy

Welcome to Libayah. We are committed to providing premium Pakistani designer dresses with the highest standards of service. We encourage you to review our refund and cancellation policy carefully to ensure you are fully informed of your rights and obligations when placing an order with us.

Order Cancellation

Cancellation Timeframe: Orders may only be canceled within 12 hours of placement. After this period, the item may enter processing or stitching, and cancellations will not be possible.

How to Cancel: Please notify us via email at support@libayah.com or WhatsApp: +44 7447 954609 within the 12 hour window. Kindly include your order number and the reason for cancellation.

Cancellation Charges:

• For UK customers: 20% of the total order amount.
• For international customers: 20% of the total order amount.
  

These charges cover administrative, operational, and payment processing costs.

Damaged Items

Reporting Time: Any damages must be reported within 24 hours of receiving the parcel. The delivery time noted by the courier will be used as the official delivery timestamp.

What to Provide: Please share clear images of the damage and outer packaging to support@libayah.com or WhatsApp: +44 7447 954609

Returns & Exchanges

Eligibility: We accept returns only for damaged or incorrect items received. We do not accept returns for stitching issues or customized outfits.

Return Notification: Inform us within 24 hours of delivery for your return request to be considered.

Shipping Timeline:

• For UK customers: Return the item within 7 days.

• For International customers: Return the item within 10 days.

Condition: Items must be unused, with original tags and packaging intact.

Return Costs: Customers are responsible for return shipping costs. The return address will be provided once eligibility is confirmed.

Return Address : 

Refund Process

Eligibility: Refunds apply only to:

• Orders canceled within the 12-hour window.
• Valid damage claims submitted within 24 hours of delivery.
  

Processing: Approved refunds will be processed within 7 business days via the original payment method. Additional time may be required by your bank to finalize the transaction.

Note: Shipping charges are non-refundable.

Special Conditions

• Stitching, Color & Embellishments: Please note that slight variations in color and scale may occur due to display screens and the placement of embellishments. Such differences are not considered defects and will not be accepted as a valid reason for return. As most of our pieces are hand-embroidered or hand-embellished, a variation of 5% to10% is to be expected. By placing an order, you acknowledge and accept these natural variations.

  All items undergo a thorough quality check prior to dispatch; therefore, claims regarding stitching will not be entertained. This policy is aligned with the Consumer Rights Act 2015 to ensure fair and transparent treatment for both our customers and our business. For detailed information on your statutory rights, please refer to the official legislation.

• Custom Length or Customized Orders: Please note that returns, exchanges, or cancellations are not accepted for customized or made-to-order purchases. In the event of a production delay caused by alterations, cancellations will not be permitted, and the order will be delivered at the earliest possible time. This policy is in compliance with UK consumer law governing bespoke and customized items.
• Stitched Orders: There is a zero-tolerance policy for returns or refunds on stitched clothing. Each piece is thoroughly checked before dispatch to ensure quality and accuracy. This policy aligns with the Consumer Rights Act 2015, which allows businesses to enforce stricter return policies on customized or specific goods.
• Delivery Timeframes: Estimated delivery dates are provided in good faith based on courier timelines, outfit type, event date, and overall order volume at the time of purchase. While we strive to meet all delivery expectations - especially for time-sensitive events please note that delays can occur due to customs clearance, seasonal backlogs, courier issues, or unforeseen circumstances such as weather, strikes, or geopolitical disruptions.
  These factors are outside of our control and do not qualify for order cancellation, refund, or compensation - unless the word “Guaranteed” is explicitly used in writing at the time of order.
  Additionally, any delays caused by the customer such as late submission of measurements, clarification responses, or other required information will extend the estimated delivery timeline accordingly. The responsibility for such delays does not lie with us. 
• High Quantity Orders: Contact us before placing orders with multiple items to ensure availability and discuss delivery times. This ensures compliance with the Consumer Contracts Regulations 2013 regarding bulk orders and their specific terms.
• Jewelry: There is a zero-tolerance policy for the return of earrings, necklaces, and nose chains/pieces due to hygiene reasons. This includes earrings as part of a necklace or tikka set. This is in line with health and safety regulations under UK law.
  
• Made to Order: Any custom or made-to-order items are non-refundable and non-cancelable once production has begun.

Bulk Orders

For orders with multiple items, please contact us beforehand to confirm availability and expected delivery times.

Legal Compliance

• Consumer Rights Act 2015: This policy is designed in compliance with the UK Consumer Rights Act 2015, which governs the rights of consumers and the obligations of businesses in the UK. For more information on your rights, please refer to the official legislation.
• Consumer Contracts Regulations 2013: Our policy complies with the Consumer Contracts Regulations 2013, which provides guidelines on returns, refunds, and cancellations for online purchases. 
• Dispute Resolution: In the event of a dispute, we will make every effort to resolve the matter amicably. Should a resolution not be reached, disputes will be handled in accordance with UK law, giving us a high chance of winning disputes due to our compliance with legal standards.

Legal Actions

• Tampering and Fraud: Any attempts to damage our products intentionally or to commit fraud will not be tolerated. We reserve the right to take legal action against individuals found to be tampering with products or making false damage claims.
• Investigation: All claims will be thoroughly investigated. If we determine that the damage was intentional or fraudulent, we will pursue legal action to protect our business interests.

Contact Us

Libayah Ltd ® (Company Number 16667064) is a registered business trusted by 150,000+ satisfied customers worldwide for luxury Pakistani Designer Dresses.

Office 5997, 58 Peregrine Road Hainault Ilford Essex IG6 3SZ

If you have any questions or concerns about our policies, please don’t hesitate to contact us:

• Email: support@libayah.com

• WhatsApp: +44 7447 954609

We value your trust and thank you for choosing Libayah.