Effective Date: 26 August 2026
Last Updated: 26 August 2026
At NISAH LANE, we aim to provide garments that accurately reflect the product information, sizing and customisation details presented or confirmed at the time of purchase. We encourage customers to review product details, size information, the Size Guide, personalised-fit measurements and order selections carefully before completing an order.
This Returns, Exchanges & Refunds Policy explains when an item may be exchanged, when an exchange may be declined, how personalised and customised orders are treated, and the limited circumstances in which a refund or other remedy may be provided.
By placing an order with NISAH LANE, you acknowledge this Policy together with our Terms & Conditions, Shipping & Delivery Policy and Privacy Policy.
1. No Change-of-Mind Returns or Refunds
NISAH LANE does not accept returns or provide refunds simply because a customer changes their mind after placing or receiving an order.
A change of mind includes circumstances such as:
- Deciding that the item is no longer wanted;
- Preferring another design after receiving the design originally ordered;
- Changing personal preference after purchase;
- No longer requiring the product; or
- Otherwise wishing to cancel or return a correctly supplied product for personal reasons.
Customers are therefore encouraged to review the selected product, design, size, quantity, customisation information and other order details carefully before completing checkout.
There is no general return-for-refund facility. An item may be sent back to NISAH LANE only as part of an approved exchange, an accepted defective or incorrect-product claim, an accepted NISAH LANE customisation fault, or another remedy authorized by NISAH LANE or required by applicable law.
This restriction does not affect any right or remedy that cannot lawfully be excluded under applicable consumer law.
2. Seven-Day Exchange Period
Eligible standard, non-customised products may be requested for exchange within 7 calendar days from the date the order is dispatched by NISAH LANE to the courier.
The courier booking date, dispatch record, shipment record or other reasonable dispatch evidence will ordinarily be used to determine when the exchange period begins.
Exchange requests received after the applicable 7-day period may be declined, except where applicable law requires otherwise.
3. Size Exchanges for Standard Products
If the customer receives the standard size originally ordered but the garment does not fit as expected, a size exchange may be requested within the 7-day exchange period, subject to stock availability and the conditions set out in this Policy.
The exchange will ordinarily be for another available size of the same design.
Where the required size is unavailable, NISAH LANE may, depending on stock availability and the circumstances, offer another reasonable solution such as an alternative product or store credit.
A customer-requested size exchange does not ordinarily create an entitlement to a cash refund.
4. Design Changes
If the customer received the exact design that was ordered but later prefers another design, this will be treated as a change of mind and will not ordinarily qualify for exchange.
This is different from a situation in which NISAH LANE sends a design different from the one actually ordered by the customer. Such cases will be handled as an incorrect-product claim under this Policy.
5. Wrong Item, Size or Design Sent by NISAH LANE
If NISAH LANE sends a product that is materially different from what the customer ordered, including an incorrect product, design, size or other material variation, the customer should contact us as soon as reasonably possible and within the applicable 7-day exchange period.
Once the error is reasonably verified, NISAH LANE will arrange an appropriate replacement at no additional delivery cost to the customer.
Where an appropriate replacement is unavailable, NISAH LANE may offer an alternative product acceptable to the customer, store credit, or a refund where appropriate or required by applicable law.
6. Damaged or Defective Products
If an item arrives with a material manufacturing defect or has been materially damaged before or during delivery, the customer should contact NISAH LANE promptly and preferably within the applicable 7-day period.
We may request photographs, videos or other reasonable information to understand and verify the issue before authorizing an exchange or other remedy.
Where the claim is accepted, NISAH LANE will ordinarily provide a suitable replacement without charging the customer for the exchange delivery.
If a suitable replacement cannot reasonably be provided, another appropriate remedy may be offered, including a refund where appropriate or legally required.
Normal characteristics of fabric, minor weaving variations, natural texture variations or other characteristics inherent to the material are not necessarily manufacturing defects.
7. Conditions for an Exchange
For a customer-requested exchange of a standard product to be accepted, the product should normally be:
- Unworn and unused;
- Unwashed;
- Unaltered;
- Free from stains, makeup, perfume, body odour or other signs of use;
- Returned with original tags attached;
- In its original condition and, where reasonably possible, original packaging; and
- Accompanied by sufficient order information to identify the purchase.
Opening the parcel or reasonably inspecting or trying on a garment does not by itself make the product ineligible, provided the garment remains in appropriate and resalable condition.
These conditions will not be applied in a manner intended to defeat a genuine claim involving a product that was materially defective, damaged or incorrectly supplied by NISAH LANE.
8. Items Not Eligible for Exchange
An exchange may ordinarily be refused where:
- The exchange request is made outside the applicable 7-day exchange period;
- The garment has been worn beyond reasonable fitting;
- The garment has been washed;
- The garment has been altered after delivery;
- The garment has been damaged after delivery;
- The garment contains stains, makeup, perfume, body odour or other signs of use;
- Essential original tags have been removed;
- The item is no longer in a condition suitable for exchange;
- The customer received the correct product as ordered and is requesting another design solely because of a change of mind; or
- The product is a customised or personalised-fit item and the issue is not attributable to NISAH LANE.
9. Personalised Fit and Customised Orders
NISAH LANE may offer selected garments with a Personalised Fit or other customisation service.
A customised garment is prepared specifically using a selected standard NISAH LANE base size together with measurements, alteration requests or other instructions submitted or approved by the customer.
Customers should first select the closest available standard size and then provide only the measurements or alterations they wish to change from that base size.
Where a customisation field is left blank, the relevant measurement may remain according to the selected standard NISAH LANE base size.
10. Customised Orders Are Prepaid
All personalised-fit and customised garments require prepaid payment.
Cash on Delivery is not available for an item that has been accepted for personalised fitting or customisation where NISAH LANE requires the customised order to be prepaid.
The order may be treated as confirmed for customisation only after the required payment has been successfully received or verified through an approved payment method.
11. Returns and Exchanges for Customised Garments
Customised and personalised-fit garments are not returnable, refundable or exchangeable unless the issue results from a fault, error or material non-conformity attributable to NISAH LANE.
This restriction applies where the customer later:
- Changes their mind;
- Prefers another size or fit;
- Provides incorrect measurements;
- Provides incomplete or inaccurate customisation instructions;
- No longer requires the garment;
- Changes personal preference; or
- Requests a different design after customisation.
The personalised nature of the garment means that it may not reasonably be suitable for resale to another customer.
12. Customer Responsibility for Measurements
Customers requesting Personalised Fit are responsible for carefully reviewing the NISAH LANE Size Guide and submitting accurate measurements and customisation instructions.
Measurements should be entered according to the measurement method shown or described by NISAH LANE.
Where chest, waist or hip measurements are identified as flat garment measurements, customers should enter them on that basis rather than as full body circumference measurements.
Customers are responsible for reviewing the selected base size and submitted customisation information before saving the customisation and adding the item to Your Bag.
NISAH LANE will not ordinarily be responsible for an unsuitable fit resulting solely from inaccurate, incomplete or incorrectly entered measurements or instructions supplied by the customer.
13. Customisation Charges
Personalised fitting and garment customisation may involve an additional charge.
The applicable customisation charge may vary depending on the selected base size, garment or type of customisation and will be displayed or communicated as part of the order process.
The customisation fee becomes part of the customised item’s total purchase price.
The payment of a customisation fee does not create a right to return, exchange or refund a personalised garment where the garment has been prepared according to the customer’s submitted instructions.
14. NISAH LANE Fault in a Customised Garment
The restriction on returns and exchanges for customised garments does not apply where a genuine material error or fault is attributable to NISAH LANE.
This may include circumstances where:
- The customised garment materially differs from the measurements correctly submitted and accepted for the order;
- A requested and accepted alteration was materially carried out incorrectly;
- NISAH LANE uses the wrong base size;
- The wrong customisation instructions are applied; or
- The customised garment otherwise contains a material production defect attributable to NISAH LANE.
Where such an issue is reasonably verified, NISAH LANE may provide an appropriate remedy depending upon the circumstances.
The remedy may include:
- Correction or alteration;
- Replacement;
- Exchange; or
- Refund where correction or replacement cannot reasonably be provided or where otherwise appropriate.
15. Cancellation of a Customised Order
A customer may contact NISAH LANE as soon as possible if they wish to request cancellation of a prepaid customised order.
Cancellation may be possible where customisation or production work has not yet commenced.
Once preparation, alteration, cutting, stitching or other customisation work has commenced, cancellation may no longer be possible because the garment is being prepared specifically for the customer.
Any approved cancellation and refund will be handled according to the payment method used and the stage of order processing.
16. Product Colours and Digital Presentation
NISAH LANE makes reasonable efforts to present products accurately.
However, colours may appear slightly different depending on lighting conditions, photography, mobile or computer displays and individual screen settings. A minor colour variation reasonably resulting from these factors will not ordinarily be treated as a defect.
Where digitally enhanced, styled, virtual-model or AI-assisted presentation imagery is used, NISAH LANE will aim to ensure that such presentation does not materially misrepresent the actual garment.
Customers should also refer to actual product photographs, close-up images and written product information when assessing fabric, print, embroidery, colour and other material product details.
If a delivered product is materially inconsistent with the specifications or representations presented at the time of purchase, the issue will be reviewed as a potential incorrect-product or product-representation claim rather than being dismissed merely as a photography or screen variation.
17. Natural Fabric and Production Variations
Textile products may contain minor natural or production-related variations.
Minor differences in fabric texture, stitching, embroidery, print placement, finishing or measurements that do not materially affect the intended appearance, quality or use of the garment will not necessarily constitute a defect.
18. Exchange Delivery Charges
Where an exchange is requested because the customer wishes to change the size of a correctly supplied standard product, the customer will ordinarily be responsible for the applicable exchange courier charges.
Where NISAH LANE supplied the wrong item, wrong size, wrong design, or an accepted materially defective, damaged or incorrectly customised product, NISAH LANE will bear the reasonable exchange delivery cost.
Any applicable customer-paid exchange delivery charge will be communicated before the exchange is processed.
19. One Customer-Requested Exchange Per Item
For a customer-requested size exchange of a correctly supplied standard product, NISAH LANE may limit an item to one exchange.
This restriction does not prevent a customer from raising a genuine subsequent claim concerning an error, damage or material defect attributable to NISAH LANE.
20. Price Differences on an Exchange
If an approved alternative item has a higher selling price, the customer will be required to pay the applicable difference before the replacement is dispatched.
Where a customer voluntarily accepts a lower-priced alternative as part of a customer-requested exchange, any applicable difference may be provided as NISAH LANE store credit rather than as a cash refund.
Where an exchange arises because of an error attributable to NISAH LANE, the appropriate solution will be determined reasonably according to the circumstances and applicable law.
21. How to Request an Exchange or Report a Problem
Customers should contact NISAH LANE through the official Customer Care or WhatsApp channel before returning any product.
The request should include:
- The order number or other identifying order information;
- The customer or recipient name;
- The verified mobile number associated with the order;
- The product concerned;
- The reason for requesting the exchange or remedy;
- The requested replacement size, where relevant;
- Relevant customisation information where the claim concerns Personalised Fit; and
- Photographs, video or other reasonable evidence where the claim concerns an incorrect, damaged, defective or incorrectly customised item.
Customers are encouraged to photograph or record the parcel when opening it, particularly where visible courier damage is suspected.
The absence of an unboxing video will not by itself automatically invalidate an otherwise genuine claim.
Customers should not send a product back without first receiving exchange or return instructions from NISAH LANE.
22. Inspection of Returned Items
All products sent back to NISAH LANE for an exchange, correction, replacement or refund may be inspected after receipt.
Initial approval of a request does not prevent NISAH LANE from reasonably confirming that the returned item and circumstances satisfy the applicable conditions.
If a customer-requested exchange item is found to have been worn, washed, altered, damaged or otherwise made ineligible after delivery, the exchange may be refused.
Where an exchange is reasonably refused because the returned product does not meet the applicable conditions, the customer may be responsible for the cost of sending that product back to them.
23. Refunds
NISAH LANE does not ordinarily provide refunds for change of mind, personal preference, design preference changes or customer-requested size exchanges.
A refund may, however, be provided in appropriate circumstances, including where:
- NISAH LANE has accepted that a materially incorrect product was supplied;
- An accepted materially damaged or defective product was supplied;
- A customised garment contains a confirmed NISAH LANE fault that cannot reasonably be corrected;
- The product was materially inconsistent with the applicable product representation;
- A suitable replacement or other reasonable remedy cannot be provided;
- NISAH LANE cancels a prepaid order after payment has been received;
- A paid item cannot be supplied and no acceptable alternative is agreed; or
- A refund is otherwise required under applicable law.
Where an online-paid order qualifies for a refund, NISAH LANE will ordinarily seek to refund the amount through the original payment method where reasonably possible.
For Cash on Delivery transactions, or where the original payment route cannot receive a refund, another agreed payment method may be used.
Payment gateway, banking or mobile-wallet processing times may affect when an approved refund becomes visible to the customer.
24. Cancellation Before Dispatch
For standard, non-customised orders, where technically and operationally possible, a customer may contact NISAH LANE to request cancellation before the order has been dispatched.
A cancellation request is not guaranteed once order processing, packing or dispatch has progressed.
Once a standard order has been dispatched, the applicable exchange and delivery rules will apply.
Customised orders are additionally subject to the customised-order cancellation provisions stated in this Policy.
Any refund relating to an approved prepaid cancellation will be processed according to the applicable payment method and payment-provider arrangements.
25. Refusal of Delivery
Customers placing an order should ensure that they intend to receive the parcel at the delivery address provided.
Unjustified refusal of a correctly dispatched Cash on Delivery order, repeated failed deliveries or repeated misuse of the ordering process may result in additional verification requirements, advance-payment requirements or restrictions on future Cash on Delivery orders.
This provision does not prevent a customer from raising a genuine complaint where the parcel, product or delivery does not reasonably correspond with the order or where another legitimate issue exists.
26. Abuse, Fraud and Repeated Claims
NISAH LANE reserves the right to reasonably investigate exchange or refund requests where there is evidence of fraud, substitution of products, alteration, repeated misuse or abuse of the exchange process.
We may request reasonable evidence necessary to verify a claim.
A genuine customer claim will not be refused merely because verification has been requested.
27. Our Commitment to Accurate Product Representation
NISAH LANE aims to provide clear and materially accurate descriptions of products, sizes, designs, colours, measurements and relevant characteristics so that customers can make informed purchasing decisions.
Where an error in product information is identified, NISAH LANE may correct the listing and take reasonable steps to address affected orders.
Digital enhancement, styling, virtual-model presentation or AI-assisted presentation will not be used intentionally to misrepresent a material characteristic of the actual product.
28. Applicable Consumer Rights
This Policy establishes NISAH LANE’s commercial procedures for exchanges, returns, personalised-fit orders and refunds.
Nothing in this Policy is intended to exclude, restrict or limit any consumer right, legal obligation or remedy that cannot lawfully be excluded, restricted or limited under applicable law in Pakistan.
Where any provision of this Policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail to the extent of that conflict.
29. Contact NISAH LANE
For an exchange, customised-order issue, incorrect-product, damaged-product or refund-related enquiry, please contact:
NISAH LANE
NE-353, Street No. 03,
Farman Ali, Rawalpindi,
Pakistan
Customer Care: 0321-NLSTORE
WhatsApp: 0306-NLSTORE
Please keep your order number or other identifying order information available so that we can identify and assist with your order.
Please contact us before returning any product so that we can provide the appropriate instructions.
30. Changes to This Policy
NISAH LANE may update this Policy as our products, personalised-fit services, delivery arrangements, payment methods or operational requirements develop.
Any revised version will be published on this page with an updated Last Updated date.