At Saphire Grace, we take great care in packaging and quality-checking every order. Your satisfaction is important, but due to the nature of our products (fabric and custom stitching), we maintain a strict policy for exchanges.

1. Eligibility for Exchange

We offer exchanges only under the following conditions:

  • Damaged Item: The product arrived physically damaged or torn.
  • Wrong Item/Size: You received an item different from the one you ordered (e.g., wrong design or color).
  • Wrong Stitching: The custom stitching is significantly incorrect (only if the stitching service was purchased).

2. Non-Exchangeable Items

The following items are not eligible for exchange or return:

  • Any item exchanged after the 10-day period from the delivery date.
  • Items damaged due to misuse, washing, dry cleaning, or tailoring performed by a third party.
  • Items that have been worn or used (except for initial fitting).
  • Stitched suits that are being returned due to simple change of mind or minor size discrepancies that match the measurements originally provided.

3. Time Limit

You must initiate the exchange process by contacting us within 10 calendar days of receiving your order.

📹 Mandatory Video Proof Requirement

To qualify for an exchange for a damaged or wrong item, you must provide clear video evidence:

  • Proof of Damage: A complete, unedited video that clearly shows the product’s defect or damage while it is being unboxed.
  • The Unboxing Video: The video must start before the package is opened and must clearly show the shipping label and the package seal before the item is taken out.
  • Purpose: This requirement is essential to verify that the damage occurred during shipping or packaging and was not caused by the customer while opening the parcel. Claims without this comprehensive video proof will not be processed.

4. How to Initiate an Exchange

If your item meets the eligibility criteria and you have the required video proof, please follow these steps:

  1. Contact Us: Email us immediately at gracesaphire118@gmail.com or contact us via WhatsApp at +92 326 4398318.
  2. Provide Details: Include your Order Number, a brief explanation of the issue, and attach the complete, unedited video proof.
  3. Approval: Our team will review the video and the claim. If approved, we will provide you with instructions and a return shipping address.
  4. Ship Back: You must ship the item back to us in its original packaging with all tags intact. We will cover the return shipping cost only if the exchange is approved due to our error.

Once the item is received and inspected by our team, we will process the replacement item and ship it out to you.