Refund and Returns Policy
Returns & Refund Policy | Sublime Fashion
Our Commitment to Fair Resolution
At Sublime Fashion, we take care when preparing and dispatching orders. We aim to resolve legitimate product and order concerns fairly and transparently.
Please review this policy before placing your order.
- Eligible Reasons for a Return or Refund
A return, replacement or refund may be considered when verification establishes that:
The wrong product was delivered.
The item arrived damaged due to an issue attributable to us or occurring during delivery.
The received item materially differs from the confirmed order.
A significant manufacturing or finishing defect is verified.
A refund is otherwise required under applicable law.
The available remedy depends on the circumstances, product condition and applicable legal requirements.
- Reporting Period
Please contact us as soon as possible after delivery and, where practicable, within 7 days of receiving your order.
Provide your order number, photographs or videos of the product and a description of the issue.
The reporting period does not remove any mandatory rights available to customers under applicable law.
- Dispatch Video & Verification
Where available, our dispatch video may be reviewed alongside the customer’s evidence to help establish:
Which item was packed.
The item’s visible condition before dispatch.
Relevant design, colour and product details.
Whether the reported concern can be verified.
A dispatch video is supporting evidence; it does not automatically invalidate a legitimate complaint or override applicable consumer rights.
We may request additional information where reasonably necessary.
- Custom-Made & Personalised Outfits
Custom-made products are prepared according to the specifications agreed with the customer.
Returns or exchanges due solely to a change of mind, customer-provided measurement errors or a preference change are generally not accepted, except where required by law or where the problem is attributable to Sublime Fashion.
This restriction does not exclude remedies for defective, incorrectly supplied or materially non-conforming products where such remedies are required by law.
- Product Condition & Tags
Please retain the original tags, packaging and other supplied components until you are satisfied with the product.
Claims involving customer-caused damage, washing, alterations, removal of tags or use may require additional investigation.
However, removing a tag does not automatically eliminate a customer’s rights regarding an existing defect or an incorrect product.
- Cash on Delivery
Where the courier supports an open-parcel or inspection service, customers may be able to inspect the parcel before accepting it, subject to the courier’s procedures.
Opening or inspecting a parcel is not the same as accepting a return after delivery.
Once a customer accepts an order, ordinary change-of-mind returns are generally not offered unless required by law or expressly approved by Sublime Fashion.
If you identify a wrong or damaged item, please report the issue promptly. A legitimate complaint will be assessed according to the circumstances and applicable law.
- Refund Processing
Once a return or refund request is approved, we will communicate the applicable procedure.
Where a refund is approved, we aim to process it within 7–14 business days after the investigation and approval, subject to verification, the payment method and any processing time required by the relevant financial institution.
This is our target processing period, not a guarantee that every case will be resolved within that timeframe.
Where required by law, applicable statutory refund deadlines take precedence.
- Return Shipping
Where an error or verified defect is attributable to Sublime Fashion, we will communicate the appropriate return or collection arrangements.
For other approved cases, responsibility for return shipping will be explained before the item is sent back, subject to applicable law.
- Contact Us
For returns, refunds or product concerns:
WhatsApp / Call: 03023588573
Email: info@sublimefashion.pk
Head Office: Lahore, Pakistan
Please include your order number with every complaint