Returns & Exchanges

At Gem Garments, we are committed to delivering products of the highest quality and craftsmanship. Every order undergoes strict quality checks before dispatch to ensure it reaches you in perfect condition.

Local Orders (Pakistan)

We do not offer returns or exchanges under normal circumstances. However, if the product you receive is found to be faulty due to a manufacturing defect or workmanship issue, you may request a conditional exchange in the form of store credit for future purchases.

To be eligible:

• You must contact our team via WhatsApp within 24 hours of receiving your order.
• A clear unboxing/video recording showing the fault must be provided as evidence.
• Once your request is received, our Quality Assurance team will review the case and determine the appropriate resolution.
• If a return is approved, the customer will be responsible for all return shipping/courier charges.

International Orders

We do not entertain any returns, refunds, or exchanges for international orders under normal circumstances.

An exception will only be made if the product delivered is faulty due to a manufacturing defect or workmanship issue.

To submit a claim:

• You must contact us via WhatsApp within 24 hours of receiving your order.
• A clear video recording of the product and the fault must be shared as evidence.
• All claims are subject to review and approval by our Quality Assurance team.
• If a return is approved, the customer will be responsible for all return shipping/courier charges, customs duties, taxes, import/export fees, and any other applicable charges incurred during the return process.

Custom-Made Orders

All custom-made and made-to-order outfits are final sale and are not eligible for returns, refunds, or exchanges.

The only exception applies if the delivered product is found to have a genuine manufacturing or workmanship defect. In such cases, the customer must notify us via WhatsApp within 24 hours of delivery and provide a clear video as evidence for review.

Conditions for Approval

Gem Garments reserves the right to decline any return, refund, or exchange request if:

• The product has been used, worn, washed, altered, damaged after delivery, or mishandled.
• The product is returned without its original tags, packaging, accessories, or invoice (where applicable).
• The claim is made after 24 hours of receiving the order.
• Sufficient evidence, including the required video, is not provided.
• The issue is determined not to be a manufacturing or workmanship defect after inspection by our Quality Assurance team.

Contact Us

For all return and exchange requests, please contact our customer support team via WhatsApp:

WhatsApp: +92 323 4293333