Sale, Exchange & Refund Policy
Please note due to differences in color monitors/screens and lighting used during photoshoots, the exact color or texture of the final item may slightly vary from what is seen on screen, therefore products cannot be exchanged for this reason. We will only exchange or refund any product(s), if the product(s) received has any kind of manufacturing defect. Contact our customer service center by emailing us images of defected product at customer.care@mohtaram.com or calling us at +92 312 2266666 within 7 days of purchase. Please note that the product must be unused with the label attached. After our team reviews the product, you will be offered an exchange with same price value product.
1. REFUNDS
We have a ‘No Refund’ policy. However, refunds may be allowed in exceptional cases wherein the product is out of stock or appears to be faulty. Refunds, in most cases, will be issued to the same credit card that was used for the original purchase. You will be credited for the cost of the item(s) and applicable taxes. Shipping and handling costs are not refundable. Please allow two weeks for the processing of returns and up to two billing cycles for the credit to appear on your credit card statement.
2. EXCHANGES
Product(s) bought from Mohtaram online store can be exchanged from the Online Store ONLY, within 7 days of receiving it, provided it is unused and still has the label and tag in their original state (We do not offer exchanges unless we deliver the incorrect order or the product is faulty). Customers who desire to exchange the product will be given a coupon code worth the amount of the purchase that they may use only once. This policy is applicable to local orders only. Products purchased from the Online Store cannot be exchanged at our Offline Stores.
I. For international orders, we do not offer exchanges unless we deliver the incorrect order or the product is faulty
II. For products on Sale we do not offer exchanges unless we deliver the incorrect order.
3. ORDER CANCELLATION
You may cancel your order any time before the order is processed. Once the order is shipped, you will receive, via email, a shipping confirmation that contains tracking information. Once a product is shipped, the Return and Exchange Policy will apply. Mohtaram may cancel orders for any reason. Common reasons may include: The item is out of stock, pricing errors or credit card payment is declined by the issuing financial institution.
4. POLICY ON WHOLESALE:
4.12 The title and risk to the Products shall pass to the Distributor / Retailers on handing over the Products to the first carrier. Once the title and risk has so passed, Mohtaram shall not in any way whatsoever be liable for the safety, storage or any other matter relating to the Products in the Order notwithstanding anything else contained herein.
4.13 The Distributor / Retailer shall report to Mohtaram any defect or deficiency in the Order/Products within 15 days of receiving such Order/Products.
4.14 If the Distributor / Retailer fails to report any defect/deficiency within the time period specified in Clause 4.13, the Distributor waives his right to refund, return, repair or exchange the Products under the Order and no claim may be made in relation to the said Order.
4.15 For the avoidance of doubt, it is clarified that the sale of the Products to the Distributor shall be final and the Distributor shall not be entitled to demand that Mohtaram buy back any Products purchased by the Distributor.
5. RESALE OF PRODUCTS:
5.1 The Recommended Retail Price (the “RRP”) shall be calculated by Mohtaram. Mohtaram retains the right to revise and change the RRP from time to time in its absolute discretion.
5.2 Mohtaram shall convey the RRP of the Products to the Distributor in writing.
5.3 The Distributor / Retailer shall ensure that the Products are sold to end consumers at the RRP. If the Distributor wishes to sell the Products at a price that differs from the RRP, it must seek the prior written consent of Mohtaram.
5.4 The Distributor’s / Retailer's Margin shall be fixed from time to time by Mohtaram at its sole and absolute discretion. If the Distributor wishes to adjust the Distributor’s Margin, it must seek the prior written consent of Mohtaram.
5.6 The Distributor shall be liable to pay any applicable value added, sales or any other applicable tax.
POLICY ON BESPOKE / CUSTOM ORDERS
Advance Policy
All Custom Orders are processed after payment of minimum 70% of order value.
Orders will not under any circumstances be put for processing till 70% of order value is deposited. All orders will be considered ‘on hold’ till the advance value is not deposited at the outlet.
Advance payments can be made via cash, debit/credit card, bank transfer in favor of account “Mohtaram Pvt. Limited”.
Returns & Exchange on Custom Orders
Custom/Made-to-Measure orders and personalized or monogrammed items may not be returned or exchanged.
Customers are advised to sign-off the “Customer Order Sheet” with the Retail Manager to ensure all design details are put in properly. Once signed-off, changes in design will not be entertained. Any changes after signing-off the Customer Order Sheet will be considered as an ‘Alteration’ (please see below ‘Alterations’ section for details)
Customers are strongly advised to thoroughly check their orders for any stitching defects before collection of final order.
In event of any difference in design from Customer Order Sheet, Mohtaram will make the necessary changes free of cost within 2 days. Customer will be requested to fill in the Order Complaint Form available at the outlet and return the outfit along with it.
Ready to deliver orders will be kept in the outlet for up to four weeks after the delivery date. Mohtaram will not be held responsible for any damage on product or any of the product going missing.
Alterations
Every custom order will be given up to two (2) trial fittings free of cost.
Alteration facility is available on products bought from Mohtaram only.
Minor alterations on ready-to-wear products (altering pant bottom length only, altering sleeve length only) will be provided free of cost.
Significant alterations on ready-to-wear or made-to-order/bespoke orders after purchase (or delivery of custom order) (readjustment of pant fitting, adjustment of jacket waist etc.) will be charged at Rs. 1,500/- per alteration & per visit.
Alterations to a custom order after an order placement will be evaluated by the design team. Additional charges ascertained after evaluation will be shared with the customer and will be final and non-negotiable.