Returns & Refunds

Returns & Refunds

If you are not happy with your order, this page explains how to cancel, return an item and get a refund.

Changed your mind? Your 14-day right to cancel

You can cancel your order for any reason within 14 days of the day you, or someone you nominate, receive your items. You do not have to give a reason.

  • How to cancel: tell us within the 14 days, either through our contact form or by sending us a clear written statement. Please include your order number. You can use the model cancellation form below, but you do not have to.
  • Sending items back: after you tell us you are cancelling, you have a further 14 days to send the items back.
  • Condition: you may examine and try on items as you would in a shop. If an item has been handled beyond that, for example worn, washed or altered, we may reduce your refund to reflect the loss in value.

To confirm: who pays the return postage for change-of-mind returns. If we do not tell customers this before they order, we must pay the cost ourselves.

Refunds

  • We will refund the price you paid and the cost of standard delivery. If you chose a more expensive delivery option, we only refund the standard delivery cost.
  • We will refund you within 14 days of receiving the items back, or within 14 days of you providing proof that you have sent them back, whichever is sooner.
  • We refund you to your original payment method.

Items made to your specifications

To confirm: whether we make any garment to a customer’s own measurements or personal specifications. The 14-day right to cancel does not apply to such items, but it does apply to standard sizes such as S, M and L, even if they are stitched after you order. Only describe an exception here if it genuinely applies.

Faulty, damaged or not as described

Under the Consumer Rights Act 2015, items must be of satisfactory quality, fit for purpose and as described. If they are not:

  • Within 30 days of delivery: you can reject the item and receive a full refund.
  • Within 6 months: you can ask for a repair or replacement. If that is not possible or does not fix the problem, you can have a refund. Within this period, it is assumed that the fault was there when the item was delivered, unless we can show otherwise.
  • After 6 months: you may still have rights for up to 6 years (5 years in Scotland), but you may need to show that the fault was present when the item was delivered.

We pay reasonable return costs for items that are faulty, damaged or not as described. Sale items have the same legal rights.

How to return an item

  1. Contact us with your order number and the items you are returning.
  2. We will confirm where to send them. Please do not send returns to our business address.
  3. Send the items back in their original packaging if possible, with a note of your order number. We recommend using a service that gives proof of postage.

To confirm: the returns address to give customers once they contact us, and whether exchanges are offered.

Model cancellation form

Complete and return this form only if you wish to cancel your order.

To: Kleren International, info@kleren.pk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: …
Ordered on / received on: …
Order number: …
Name of consumer(s): …
Address of consumer(s): …
Signature of consumer(s) (only if this form is sent on paper): …
Date: …