EXCHANGE AND CANCELLATION POLICY

1. GENERAL

                  1.1.         At “Mirae”, we are committed to providing high-quality products. Whilst we hope you are delighted with your order, we only offer exchanges for products that are received in a faulty condition or are incorrect.

                  1.2.         A faulty product is defined as an item that, at the time of delivery, is found to be damaged, defective, or not in its intended functional or physical condition.

                  1.3.         An incorrect product is defined as an item that materially differs from the product originally ordered, including but not limited to discrepancies in size, colour, design, or style.

 

2. DEFECTIVE OR INCORRECT PRODUCTS

                  2.1.         At “Mirae”, we prioritise quality assurance to ensure that customers receive products free from defects and errors. Our quality checks include thorough inspections during the manufacturing and packaging stages. Furthermore, we adhere to strict quality control standards and industry best practices throughout the production process. This includes using high-quality materials and implementing measures to prevent defects or order inaccuracies during handling and shipping.

                  2.2.         Notification of Defect:

If you receive a defective or incorrect product, kindly notify us within 48 hours of receiving the item. To report the issue, please contact our customer service team via +92 320 569 8971 or info@miraekhi.com, and provide the following details to support your claim:

●      Order number or reference

●      Description of the defect or error

●      Clear photos or videos showing the issue

●      Any other relevant details or documentation related to the defect or incorrect item

                  2.3.         Condition:

Returned items must be in pristine condition, just as they were when initially received. This includes being unused, unworn, unaltered, and with all original tags and packaging intact. Any signs of use, damage, or alterations may result in the item being ineligible for exchange.

                  2.4.         Return Process:

We will guide you through the return process to our address in Pakistan. All shipping and customs charges associated with the return are to be covered by the customer. Please follow these steps:

●      Notify us of any defects within 48 hours of receiving the item, providing order details and evidence of the defect.

●      Upon approval, securely pack the item and ship it to our return address at your expense.

●      Once received, we'll assess the defect and offer a resolution, which may include a replacement, store credit, or refund (if eligible).

                  2.5.         Thorough Investigation:

Upon receiving the defective product, we will conduct a comprehensive investigation to assess the reported issues.
Our investigation process includes visual inspections, documentation review, communications, and an internal review to thoroughly assess reported issues with the items and determine the appropriate resolution.

                  2.6.         Replacement:

Based on our findings and in adherence to our policy, we will proceed with a replacement.

                  2.7.         International Exchanges

For international orders, customers are responsible for all shipping costs associated with exchanges. “Mirae” does not provide prepaid return shipping labels for international exchanges, and any related duties, taxes, or customs fees incurred during the process shall be borne by the customer.

                  2.8.         Procedure:

·       Contact Customer Support: To initiate a return or exchange request, please contact our customer support team via email or info@miraekhi.com or contact us at +92 320 569 8971.

·       Provide Order Information: When contacting us, please provide the following order details: order number, item(s) you wish to exchange, and reason for exchange.

·       Submit Request: Follow the instructions provided by our team to submit your exchange request.

·       Await Approval: After submitting your request, our team will review it for eligibility and approval.

·       Confirmation: Once your exchange request is approved, you will receive confirmation along with any further instructions if necessary.

·       Exchange Processing: Proceed with the return shipment as per the instructions provided and select a replacement item.

·       Completion: Upon receiving and verifying the returned item(s) or processing the exchange, we will proceed with the replacement shipment accordingly.

                  2.9.         Discretion of the Brand:

The brand reserves the right to make final decisions on replacements based on the outcome of the investigation.

               2.10.         Refunds

We maintain a no-refund policy. However, in the event that a product is out of stock and the order cannot be fulfilled, a refund may be issued. Refunds, where applicable, will be processed through the original payment method within the standard processing timeframe.

 

3. CANCELLATION POLICY

                  3.1.         Eligibility:

Customers can initiate a cancellation request within 24 hours of placing their order, provided that the order has not been shipped. After this timeframe, cancellation requests may not be accommodated, as per the timeframe mentioned in section 3.2. Cancellation requests are subject to approval and will not be possible for orders already processed or shipped. If the time window for cancellation has elapsed, the customer will not be allowed to cancel their order, and all associated costs will have to be borne by the customer.

                  3.2.         Timeframe:

Customers can initiate a cancellation request within 24 hours of placing their order, provided that the order has not been shipped. After this timeframe, cancellation requests may not be accommodated.

To cancel an order, please contact our customer service team immediately with your order number.

                  3.3.         Refund Process:

If a cancellation is approved, refunds will be issued in the form of store credit of the same value. This store credit is valid for the online store only and must be used within 1 month from the date of issuance. The expected timeframe for processing refunds is 7-14 business days from the date of cancellation approval.

                  3.4.         Exceptions:

Final sale items marked as non-returnable or non-refundable are exempt from cancellation and refund.

                  3.5.         Procedure:

To initiate a cancellation request, customers must contact our customer support team at +92 320 569 8971 or info@miraekhi.com Please provide your order number and reason for cancellation when contacting us.

                  3.6.         Communication:

Upon cancellation of an order, customers will receive a single notification via email and/or SMS to their registered email address and phone number. This notification will confirm the receipt of their cancellation request as well as the status of the cancellation.

                  3.7.         Liability:

Customers are liable for providing accurate order details and initiating cancellation requests within the specified timeframe. Mirae holds liability for processing cancellations promptly and issuing refunds in accordance with the policy.

                  3.8.         Changes or Updates:

Any changes or updates to the cancellation policy will be communicated to customers via email and updated on our website. It is recommended to review the cancellation policy periodically for any revisions.