1. Privacy and Security:
- We use your personal data solely for secure and straightforward order and shipping processes, treating your data with absolute confidentiality.
2. Account Security:
- You are responsible for maintaining the confidentiality of your password and account information. Sanaulla is not liable for any loss or damage resulting from your failure to protect your account.
3. Authentic Products:
- Sanaulla stocks only original items. We do not entertain claims about receiving replicas, as item quality is subject to the brand.
4. Order Acceptance:
- We reserve the right to decline orders. Order acceptance begins with an email confirming the order details and meeting record requirements.
5. Refund and Exchange Policy:
- No monetary refunds are offered. Items can be exchanged, or customers can receive store credit in case of defects. Complaints regarding color variations, color bleeding, or shrinking are not entertained.
6. Delivery Charges:
- Delivery charges vary based on the weight of international consignments. For local orders, charges depend on the order value and are subject to change. More details are available on our website.
7. Payment Methods:
- We offer multiple payment gateways, including Stripe, Apple Pay, PayPal, Swich, and 2Checkout. Customers are responsible for any conversion charges applied by merchants.
8. Product Availability:
- If an item in your order is unavailable, we will notify you via email. While we are not liable for delaysor unavailability, customers can cancel the order/product and receive a store credit for any unavailable items.
9. Complaint Policy:
- Complaints for stitching orders are only accepted within 7 days of the delivery date. Stitched products are not eligible for exchange or return.
10. Stitching Variations:
- There may be variations in stitching due to fabric limitations and available embellishments. We strive to use the closest available alternatives. Detailed Stitching policy can be viewed here STITCHING POLICY
11. Order Cancellation:
- Upon cancellation of prepaid order upon customer request, 5% service charges are deducted in case of refunds.
- Stitching orders cannot be canceled after 45 days of placement.
- Items in stitching orders cannot be exchanged or replaced after 45 days.
12. Supplementary Items:
- Add-ons like matching dupattas and trousers are procured based on customer requests and are not eligible for exchange, return, or claims.
13. GST Policy:
- An 18% GST is applicable on all purchases per Pakistani tax regulations and are applicable to all local and international customers. Concerns regarding GST are not addressed by Sanaulla.
14. Customs Duties:
- Customers are responsible for any customs duties or charges applied upon shipment arrival in their country.
15. Shipping Delays:
- We aim for prompt deliveries but are not responsible for delays due to customs clearance or unexpected situations. Delivery times are typically 2-4 working days within Pakistan and 4-7 working days internationally.
16. Payment Processing & Currency Exchange
-PayPal: Payments via Paypal are processed in USD. Exchange rates and conversion charges are set by Paypal, beyond our control. Sanaulla Store is not responsible for any exchange rate discrepancies.
-Stripe: Stripe accepts payments in multiple currencies (PKR, USD, GBP, CAD, AED, AUD). Conversion rates are determined by Stripe and are non-refundable.
Note: Customers in the USA, UK, Canada, Australia, or UAE should place orders in their local currency to avoid conversion fees, MDR charges, and currency conversion taxes.
17. Policy Updates:
- Sanaulla reserves the right to update these policies and terminate the loyalty program at any time without prior notification.
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