Cancellation, Return & Refund Policy
Erum Emaan by Brands Factory Outlet
At Erum Emaan, we want you to be happy with your purchase. Please read the following policy carefully before placing an order.
1. Order Cancellation
Cash on Delivery (COD) Orders
All COD orders are confirmed by phone before processing. If, during the confirmation call, you inform us that the order was placed accidentally or that you no longer wish to proceed, we can cancel the order at that stage.
Once a COD order has been confirmed and dispatched, cancellation may no longer be possible.
Prepaid Orders
Prepaid orders cannot be cancelled by the customer after the order has been placed.
2. Return Policy
We accept returns within 7 days of delivery only for the following reasons:
• Wrong item sent
• Damaged or defective item
• Wrong size sent by Erum Emaan
Returns are not accepted for:
• Change of mind
• Personal preference
• Colour differences or colour not matching expectations
Please note that product colours may vary slightly due to photography, lighting, screen settings, and individual device displays. Such variations are not considered a defect.
3. Return Conditions
To be eligible for a return, the product must:
• Be returned within 7 days of delivery.
• Be unworn and unused.
• Be clean and in its original, tidy condition.
• Have its original tags and packaging, where applicable.
Products that have been worn, washed, altered, damaged by the customer, or returned in an unacceptable condition may not be accepted.
4. Return Shipping Charges
If the return is due to an error on our part, such as sending the wrong item, wrong size, or a damaged/defective product, Erum Emaan will bear the return shipping cost.
In exceptional cases approved by Erum Emaan, the applicable return shipping costs may be borne by the customer.
5. Exchanges
We offer exchanges for eligible returns.
If Erum Emaan sent the wrong item or wrong size, or the product is damaged or defective, we will arrange an exchange according to this policy.
If the correct size was originally sent, customers cannot request a size change because they selected the wrong size.
In exceptional circumstances, an exchange may be considered, with all applicable shipping and other costs borne by the customer.
6. Refunds
Once an approved return has been received and inspected, the refund will be processed within 7 working days.
Prepaid Orders: Eligible refunds will be issued through the original payment method, where supported.
COD Orders: Eligible refunds will be made through bank transfer.
Customers may be required to provide accurate bank account details for processing the refund.
7. Sale & Clearance Items
Sale and clearance items are eligible for return only when the return falls under one of our approved return reasons: wrong item, damaged/defective item, or wrong size sent by Erum Emaan.
Change-of-mind returns are not accepted.
8. International Orders
Erum Emaan accepts international orders on a case-by-case basis.
International shipping charges are calculated separately depending on the destination, package size, weight, and applicable courier charges.
Please contact us before placing an international order so that we can provide the applicable shipping cost.
9. Refused or Uncollected COD Orders
If a customer refuses to accept or does not collect a confirmed COD order without a valid reason, the parcel will be returned to Erum Emaan by the courier.
Customers who repeatedly refuse or fail to collect COD orders may be restricted or blacklisted from placing future COD orders.
10. How to Request a Return or Exchange
Please contact us within 7 days of receiving your order.
When contacting us, please provide:
• Order number
• Customer name
• Reason for return or exchange
• Clear photographs or videos of the product, where applicable
Please do not send any product back without contacting us first and receiving return instructions from our team.
Contact Us
Email: info@erumemaan.com
WhatsApp: +92 327 2741489
Erum Emaan by Brands Factory Outlet