Refund policy

Bespoke & Custom-Made Items | UK Consumer Law

Please note that under the UK Consumer Contracts Regulations 2013, bespoke and custom-made items are exempt from standard return and refund rights. As House Of Anaya specializes in made-to-order and designer-sourced outfits, each piece is produced specifically for the customer, often with adjustments to size, embellishment, or finishing. Therefore, once an order has been confirmed, it cannot be cancelled, returned, or refunded unless the item is proven to be faulty. Minor variations in fabric, color, lace, embroidery, or stitching are not considered faults, as these depend on the respective designer’s production process.

ELIGIBILITY FOR REFUND

Refunds are only issued under strict conditions:

1.1 You are eligible for a refund if:

  • You receive a physically damaged item (must be reported within 12 hours of delivery with a continuous unboxing video).

  • You receive a wrong item (style, color, or article).

  • Any item or accessory is proven missing via the unboxing video.

1.2 You are not eligible for a refund if:

  • You raise a complaint after 12 hours of receiving the parcel.

  • The complaint lacks an unboxing video from the moment the sealed parcel is opened.

  • The complaint is based on personal expectations such as "quality not as expected" or "not worth the price."

  • Minor differences occur in shade, embroidery layout, or fabric due to designer discretion or studio lighting.

  • You ordered a stitched outfit (custom or standard sizing).

  • You provide incorrect or unclear measurements.

  • You refuse to accept delivery or delay collection from the courier.

  • You reject the parcel due to customs duties.

DISCLAIMER

 

Colour Disclaimer

●      The colours of the product displayed online may vary slightly in person due to photo lighting and screen settings.

●      Any additional fabrics or patches included in the product will be clearly detailed in the description.

Presentation Items

●      Extra fabrics, laces, embellishments, or potlis shown in photos are solely for presentation purposes.

●      These items are not included unless explicitly mentioned in the product description.

●      Only the closest resembling laces and embellishments will be used in the final product.

Connecting You with Authentic Designers

●      We serve as a bridge connecting you with authentic Pakistani designers. We do not manufacture these products ourselves; instead, we help facilitate your purchase from trusted designers.

Product Quality Responsibility

●      All product quality concerns should be directed to the respective designer.

●      We recommend purchasing from designers you trust and have prior experience with.

●      If you’re unsure about a designer, contact us via Whats App for personalised assistance.

Product Descriptions:

●      Product descriptions are sourced directly from the designers.

●      Any discrepancies or missing items in the order will not be our responsibility.

By placing an order, you acknowledge and agree to the details outlined in this disclaimer.

 

●      The shirt will be styled and sewn to closely resemble the picture displayed on  House of Anaya®.

●      The fabric used in our sewing process is not absorbent to water, as we aim to maintain its lustre and beauty.

●      Pants will be sewn according to the picture shown.

●      Shirts will always have attached sleeves. We do not stitch shirts without sleeves.

●      If desired, chiffon or net sleeves lining can be attached within the shirts or sent separately upon customer request.

●      Dupattas will be completed with a nice silk finishing or as depicted in the picture.

●      Our dress stitching ensures full-coverage underlining to discreetly cover the stomach, shoulders, and back. We do not do body show-ups.

●      Embellishments on the dress will be applied according to the picture. However, please note that the availability of embellishment accessories may vary in the market.

Customisation Options

●      Customisation options are available, and a custom size box can be found at checkout for every order or you can contact at whats app. Customisation is limited to sizing and styling changes and does not extend to colour changes.

●      In the event that the clothing is designed differently (customised), it will be provided in proportions as requested by the customer. Any changes made to the design will be the sole responsibility of the customer, and such requests cannot be returned.

●      We utilise House Of Anaya® collars as we receive unstitched fabric without collar tags from the brand.