Refund policy

At Irtqah, every single piece is born from care, crafted entirely by hand, and thoroughly inspected before it leaves our studio. Because of the artisanal nature of handmade and customized goods, our policies differ from mass-manufactured retail stores.

Please read our guidelines carefully before placing an order:

1. Custom and Made-to-Order Items

  • All custom-made, personalized, or made-to-order products are final sale.

  • Once production begins on a custom piece, we cannot accept cancellations, modifications, returns, or exchanges, as these items are created specifically to your unique specifications.

2. Standard (Non-Custom) Handmade Items

For our standard, non-customized inventory, we accept exchange or return requests within 7 days of delivery under the following strict conditions:

  • The item must be completely unused, unaltered, and in the exact same condition that you received it.

  • It must be returned in its original artisan packaging.

  • Return Shipping: Unless the item arrived damaged or defective from our end, the customer is responsible for paying the courier shipping costs for returning or exchanging the item. Shipping costs are non-refundable.

3. Damages, Defects, and Order Issues

We take immense pride in our craftsmanship, but we understand that transit accidents can happen.

  • If your order arrives broken, damaged, or completely incorrect, please contact us within 24 to 48 hours of delivery.

  • Requirement: To process a replacement or a refund for a damaged item, you must provide clear photos or a brief unboxing video showing the damage as it appeared upon opening the package.

  • If a damage claim is verified, we will happily send a replacement at no extra charge or issue a full refund.

4. Cash on Delivery (COD) Refunds

If a refund is approved for an eligible item ordered via Cash on Delivery (COD), please note that we cannot refund cash directly.

  • Refunds for COD orders will be processed via Bank Transfer or EasyPaisa / JazzCash to an account provided securely by the customer.

  • Refunds will be initiated within 5–7 business days after we receive and inspect the returned item at our studio.

5. Non-Returnable Situations

We cannot offer refunds or exchanges if:

  • The item shows clear signs of use, wear, or damage not caused by shipping.

  • A crochet, textile, or wearable item was ordered in the wrong size due to customer oversight (detailed sizing is provided upon request before crafting).

  • Minor organic variations in color, texture, or shape occur. Because every piece is handmade, slight variations are a beautiful hallmark of authentic craftsmanship, not a defect.

Contact Us

For any questions regarding your order, customization details, or a return request, please reach out to us at:

  • Brand: Irtqah

  • Email: Support@Irtqah.com

  • Location: Irtqah Studio, AA Block, Canal Garden, Lahore.