Returns & Refunds
Last updated 5 October 2026
Handmade pieces are made to be kept. Returns are limited, and custom work follows a stricter rule. Contact us before sending anything back.
1. Eligibility and window
Ask for a return within 7 days of delivery. The piece should be unused, unwashed, and in its original packaging, with tags if it had them.
2. What we need
Write to support@baftaan.pk or WhatsApp us with your order number, the reason, and clear photos of the piece and packaging when the issue is damage, a defect, or a wrong item.
3. Non-returnable items
- Custom or personalised pieces, except as listed below.
- Items returned after the 7-day window without our written agreement.
- Pieces that have been worn, washed, or altered.
- Sale items marked as final, unless they arrived damaged or incorrect.
4. Custom and personalised products
A custom piece is not returnable because it was made to a brief we confirmed with you. Handmade variation — gauge, drape, or a slight colour shift in yarn — is not a defect. We will still put it right if we sent the wrong item, it materially differs from the confirmed specification, it arrived damaged, or there is a genuine workmanship defect.
5. Exchanges
We do not hold a standard-size exchange stock. If an in-stock catalogue piece is eligible for return, we refund it. You may place a new order for another size or colour.
6. Damaged, incorrect, or defective pieces
Tell us within 7 days with photos. We will repair, replace, or refund. Workmanship defects are faults in making, not the natural variation of crochet.
7. Return shipping
If we sent the wrong item, a damaged piece, or a defective one, we cover the agreed return shipping. For other approved returns, return shipping is yours unless we say otherwise in writing.
8. Refunds
Refunds cover what you paid for the returned piece. If we sent the wrong item or a damaged or defective one, we also refund the original delivery charge and the agreed return shipping. For other returns, delivery charges are not refunded. Approved refunds go back by bank transfer to the account you give us, or by the method we agree with you on WhatsApp. We aim to complete them within 7–14 business days after we receive and inspect the piece. Refunds for cancelled orders follow the Order Cancellations page and are sent on the same timeline.