At Brands House, we take great pride in the quality of our personalized gifts. Because each item is custom-made specifically for you (engraved with names, photos, or logos), our return policy is structured as follows:
1. General Policy
Due to the personalized nature of our products, we do not accept returns, refunds, or exchanges for “change of mind” or incorrect details provided by the customer at the time of order.
2. Eligibility for Returns/Refunds
We will only offer a replacement or a refund if the item falls under one of the following categories:
- Defective Product: The item arrived damaged (e.g., broken bottle, non-functional power bank, or cracked frame).
- Production Error: The product received does not match the customization details (spelling/design) you provided in your order.
- Wrong Item Sent: You received a product different from the one you ordered.
3. How to Report an Issue
If you receive a defective or incorrect item, please notify us within 24–48 hours of delivery.
- Email: info@brandshouse.com.pk
- WhatsApp: +92-321-666-1324
- Required Evidence: Please attach clear photos or a short video showing the damage or the error.
4. Resolution Process
- Investigation: Once we receive your email/message, our team will review the claim.
- Replacement: If the claim is verified, we will arrange to send a replacement at no additional cost to you.
- Refund: If a replacement is not possible (e.g., out of stock), a refund will be processed to your original payment method or via bank transfer within 5-7 business days.
5. Shipping for Returns
If we authorize a return, our team will provide instructions on how to send the item back to our Lahore office (Civic Center, behind Amanah Mall). Depending on the situation, Brands House may provide a prepaid courier label or reimburse the shipping cost.
6. Cancellations
- If you need to cancel your order, please contact us within 2 hours of placing it.
- Once an order has entered the production phase (engraving/printing), it cannot be canceled or modified.
