At Afsaana, customer satisfaction is important to us. Exchange requests are accepted only under the conditions outlined below.

1. Exchange Request Period

  • Exchange requests must be submitted within 7 days of receiving your order.

  • Requests received after this period are not eligible for exchange.

2. Product Condition Requirements

To qualify for an exchange, items must be:

  • Unused and unworn

  • Unaltered and undamaged

  • Packed in original brand packaging

  • Intact with all original tags attached

  • Accompanied by the original purchase invoice

Note: Products showing signs of wear, scratches, resizing, repairs, polishing, or alterations will be rejected.

3. Valid Reasons for Exchange

An exchange may be approved under the following conditions:

  • Damaged Product: The item arrives damaged during transit.

  • Incorrect Product Delivered: A different item, design, size, or variant was shipped.

  • Manufacturing Defect: Verified structural defects, including broken clasps, loose stones, faulty locks, or defective settings.

  • Incomplete Order: Missing earrings, pendants, chains, components, or accessories.

  • Tampered Package: The outer parcel shows evidence of tampering or opening prior to delivery resulting in product damage.

4. Exchange Exclusions

Exchanges will not be approved for:

  • Change of mind or personal preference

  • Incorrect size or color selected by the customer

  • Normal wear and tear

  • Accidental damage occurring after delivery

  • Chemical or perfume exposure

  • Customized, engraved, or made-to-order jewellery

  • Gift cards

  • Clearance and Final Sale items

5. Shipping Charges

  • Customer Error: If an exchange is requested due to customer error (e.g., incorrect size, variant, or color selected), the customer is responsible for both return shipping and re-delivery charges.

  • Afsaana Error: If the exchange is required due to a damaged parcel, manufacturing defect, or incorrect item delivery, Afsaana covers all shipping costs.

6. Quality Inspection Process

  • Returned items undergo quality inspection upon arrival.

  • The inspection process requires 3–5 Business Days.

  • Replacement dispatch or exchange approval is granted only upon passing inspection.

7. How to Request an Exchange

Submit your request to Customer Support with the following details:

  • Order Number

  • Customer Name

  • Purchase Invoice

  • Clear photographs of the issue

  • Description of the defect or reason for return

  • Continuous unboxing video (strongly recommended)

8. Customer Support

  • Email: sales@afsaanajewellery.com

  • WhatsApp: +92 3396253736

  • Business Hours: Monday – Saturday | 10:00 AM – 7:00 PM