RETURN & EXCHANGE POLICY

Bridal, Party Wear & Tailor-Made Outfits

  1. Overview

We want you to be happy with your order from Punjabi Libas & Accessories by Rosey Ltd. This policy explains when a return or exchange is possible, and the mandatory unboxing video requirement for any damage or missing item claim.

  1. Parcel Opening Video — Mandatory Requirement

A continuous, unedited 360° video of the parcel being opened is required for any claim of a damaged, faulty, or missing item.

All claims are void without this parcel opening video.

The video must show the parcel's exterior condition, the sealed packaging being opened for the first time, and a full 360° view of all contents, filmed in one continuous, unedited take with no pauses or cuts. Without this footage, we are unable to process any claim for damage, faults, or missing items, and no refund, replacement, or exchange can be offered.

  1. Eligibility for Return or Exchange
  • Ready-to-wear items: may be eligible for return or exchange if the request is made within 48 hours of delivery, the item is unworn, unwashed, unaltered, with tags attached, and returned in its original packaging.
  • Final sale items: sale, clearance and made-to-order accessory items are final sale unless faulty on arrival.
  1. Jewellery — Earrings & Hygiene Items

We operate no return or exchange policy on certain jewellery items, such as earrings, due to hygiene reasons — unless you provide a parcel opening video showing the item as broken or missing.

  1. Custom-Made Outfits & Sizing

We operate no return or exchange policy on custom-made outfits.

If the size does not match the measurements we provided, we will fix it free of charge. If you provided us with incorrect size information, we can still fix it, but shipping and alteration charges will apply.

Please note that our independent designer, Suneet, always checks the outfit against your provided measurements and keeps a video record confirming the size before dispatch.

  1. How to Request a Return, Exchange or Claim
  • Step 1 — Contact us: message us on WhatsApp or email within 48 hours of delivery.
  • Step 2 — Provide evidence: share your order number, the parcel opening video, and clear photos of the item and any damage or fault.
  • Step 3 — Approval: once reviewed, we will confirm whether the item qualifies for a return, exchange, refund, or repair, and share next steps.
  1. Condition of Returned Items

Returned items must be unworn, unwashed, undamaged, and free of perfume, deodorant or makeup marks, with all original tags and packaging intact. Items that show signs of wear or alteration will not be accepted, and may be sent back to the customer at their own cost.

  1. Refunds
  • Processing: Refunds are issued to the original payment method once the returned item has been received and inspected.
  • Timeframe: please allow 5–10 working days for the refund to appear, depending on your bank or payment provider.
  • Shipping costs: original outbound shipping costs are non-refundable, and return postage is the customer's responsibility unless the item is faulty or damaged.
  1. Exchanges

If you'd prefer an exchange (for a different size, colour, or design) rather than a refund, let us know when you first make contact. Exchanges are subject to stock availability and may involve a short additional wait if the replacement is tailor-made.

  1. Damaged, Faulty or Missing Items

If your order arrives damaged, faulty, or with an item missing, contact us within 48 hours of delivery with your order number, the required parcel opening video, and photos of the issue. As set out in Section 2, claims cannot be processed without the parcel opening video.

  1. Contact Us

For any questions about a return, exchange, or a damaged or missing item claim, please get in touch — we're happy to help.

WhatsApp / Phone: +44 7380 723217

Business: Punjabi Libas & Accessories by Rosey Ltd