Return & Exchange Policy

Return & Exchange Policy

At Serah Online, we prioritize customer satisfaction and ensure a smooth shopping experience. We accept returns of defective items purchased online, provided that they are in their original condition — unwashed, unworn, unaltered, unstitched, and with all original tags and packaging intact.

To request a return, please contact our Customer Support Team via email at info@serahonline.com within 7 days of receiving your order. Kindly include your Order ID and a brief description of the issue. (This policy applies to Pakistani orders only.)

Once your return request is approved, you may select a replacement product from our online store. Depending on the situation, we’ll resolve the issue promptly through a replacement, exchange, or full refund.

If a product is found defective, Serah Online will cover all return shipping charges.
For exchanges due to size or preference, customers are required to send the item along with the invoice to Serah Online Head Office at their own cost. The delivery charges for the new exchanged item will also be borne by the customer.

Please note:

  • Items purchased on sale or promotion are not eligible for return or exchange.

  • This policy applies to local (Pakistan) orders only.

  • Custom duties and import taxes (if any) are not covered by the brand.

Refund or Exchange Request

Customers who wish to claim a refund or exchange can fill out our Refund & Exchange Form [insert link here].

Order Cancellations

You may cancel your order within 24 hours of placement by emailing info@serahonline.com with your Order ID.
Once the order has been dispatched or after 24 hours have passed, cancellation requests cannot be processed.

Custom Order Policy

At Serah Online, we take pride in offering custom-made products tailored to your individual preferences and measurements. Please review our custom order policy carefully before placing your order:

  • Definition: Custom orders include any product made specifically to your provided measurements, dimensions, or special requirements.

  • Non-Refundable & Non-Returnable: Due to the personalized nature of these products, all custom orders are final sale and cannot be returned or refunded.

  • Order Confirmation: Once you place a custom order, you will receive an email confirmation with all details and specifications. Please review this information carefully, as production will begin based on the confirmed details.