1- General

• • 1.1. At Khoshgel Official, every garment is specially handcrafted and made to order. By placing an order on our website, you acknowledge and agree to our Exchange, Return & Cancellation Policy.
    As all products are made specifically for each customer, we do not offer returns or exchanges under normal circumstances.
    
    
  • 1.2. "Normal circumstances" refer to orders that are delivered correctly, free from manufacturing defects, and in accordance with the product description and specifications displayed on our website. Variations in colour due to lighting, screen resolution, photography, or handcrafted detailing shall not be considered defects.
    Garments that have been worn, washed, altered by a third party, damaged after delivery, or used are not eligible for return, exchange, refund, or chargeback.

2- Defective or Damaged Products

• • 2.1 Quality Assurance
    
    Every garment undergoes multiple quality inspections before dispatch to ensure it meets Khoshgel Official's quality standards. Despite our quality control process, if you receive a damaged or defective product, we will gladly investigate your claim.
    
    
  • 2.2 Reporting a Defect
    
    Any defect or damage must be reported within 48 hours of receiving your order.
    To process your claim, please provide:
    • Order Number
    • Description of the issue
    • Clear photographs or videos of the defect
    • A complete, unedited parcel opening video (where applicable)
    
    Claims reported after 48 hours may not be accepted.
    
    
  • 2.3 Investigation
    
    Upon receiving your claim, our Quality Assurance team will carefully inspect all evidence provided and may request additional information if required.
    The final decision regarding the validity of the claim shall remain solely with Khoshgel Official.
    
    
  • 2.4 Resolution
    
    If a manufacturing defect is verified, we may offer one of the following remedies at our discretion:
    • Replacement (subject to availability)
    • Store Credit
    • Refund (only in exceptional cases)
    
    Exchange or refund requests based on color preference, change of mind, handwork variations, fabric texture, or personal preference will not be accepted.

3- Wrong Orders

• • If you receive an incorrect item due to an error on our part, please notify us within 48 hours of delivery by providing your order number and supporting photographs.
    
    Once the incorrect product is returned in its original, unused condition with all tags and packaging intact, we will dispatch the correct item at no additional cost.

4- Cancellation Policy

• • 4.1 Order Cancellation
    
    As each garment is made specifically for the customer, cancellation requests are accepted only within 24 hours of placing the order.
    
    Once production has started, cancellation requests cannot be accepted.
    
    
  • 4.2 Refund for Cancelled Orders
    
    If an eligible cancellation request is approved before production begins, the amount may be issued as Store Credit or refunded at the sole discretion of Khoshgel Official.
    
    
  • 4.3 Non-Cancellable Orders
    
    The following orders cannot be cancelled:
    • Customized or personalized garments
    • Made-to-order items once production has commenced
    • Orders already dispatched

5- Non-Returnable Items

• • The following are not eligible for return, exchange, or refund:
    • Worn garments
    • Washed garments
    • Altered garments
    • Customized or made-to-measure orders
    • Sale or discounted items (unless defective)
    • Products returned without original tags or packaging

6- Brand Discretion

• • All exchange, replacement, store credit, and refund requests are subject to review by Khoshgel Official.
  • The final decision regarding every claim rests solely with Khoshgel Official after completing the investigation process.