Return & Refund Policy
Your satisfaction is our priority. Understand our return eligibility, refund process, and exchange terms for custom sportswear orders.
Introduction
At Dhalay International, customer satisfaction is our top priority. We take pride in the quality of our custom sportswear products and strive to ensure a smooth experience for every wholesale buyer. If you are not fully satisfied with your purchase, this policy outlines the terms, conditions, and process for returns and refunds.
Please read this policy carefully before initiating a return. This policy applies to all wholesale and bulk orders shipped from our Sialkot, Pakistan facility.
Return Eligibility
To qualify for a return, all of the following conditions must be met:
Within 30 Days
Items must be returned within 30 days of the confirmed delivery date
Unused & Unworn
Items must be unused, unworn, unwashed, and in the same condition as received
Original Packaging
Items must be returned in their original packaging with all tags and labels intact
Proof of Purchase
A valid receipt, order number, or proof of purchase must be provided
We regret that we cannot accept returns for items that show signs of wear, washing, alteration, or damage resulting from misuse or improper handling.
Non-Returnable Items
The following items are not eligible for return or exchange under any circumstances:
Final Sale Items
Items explicitly marked as final sale at the time of purchase
Customized Items
Products with custom printing, embroidery, logos, or personalization
Sale & Discounted
Items purchased during sale events or at discounted prices
Gift Cards
Digital or physical gift cards and store credits
Worn or Altered
Items that have been worn, washed, altered, or modified in any way
Hygiene Products
Intimate, sanitary, or perishable goods for health and safety reasons
Return Process
If your item meets the return eligibility requirements, follow these steps:
Contact Support
Email info@dhalayinternational.com with your order number and reason for the return
Get Authorization
Once approved, you'll receive return authorization with detailed shipping instructions
Ship the Item
Package carefully and ship via trackable method. We recommend purchasing shipping insurance
We strongly recommend purchasing shipping insurance, as Dhalay International cannot be held responsible for lost or damaged return shipments in transit.
Refunds
After we receive and inspect your returned item, you will be notified regarding the approval or rejection of your refund:
Original Payment
Approved refunds are issued to the original payment method used at checkout
Shipping Non-Refundable
Original shipping charges are non-refundable and deducted from refund total
5–10 Day Processing
Refund processing may take 5–10 business days depending on your bank or provider
Late or Missing Refunds
If you have not received your refund within the expected timeframe, please take the following steps:
- Recheck your bank account or payment method for the refund transaction
- Contact your credit card company, as processing times may vary between providers
- Contact your bank, as additional processing delays may occur on their end
- If you have completed all steps above and still have not received your refund, contact us at info@dhalayinternational.com
Exchanges
Defective or Damaged Items Only
Exchanges are only offered for items that are defective or damaged upon arrival. If you require an exchange for the same item, please contact us with your order details for assistance. We will assess the issue and arrange a replacement at no additional cost if the claim is verified.
Return Shipping Costs
Who Pays for Return Shipping?
Customer Responsibility
Customers are responsible for all return shipping costs unless the item is defective or incorrect
Shipping Non-Refundable
Original shipping charges paid at checkout are non-refundable under all circumstances
Deduction Possible
If a refund is approved, return shipping costs may be deducted from the total refund amount
Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, contact us immediately upon delivery at info@dhalayinternational.com or call +92 324 967 3478.
Information Required for Fast Resolution
Order Number
Your order number or proof of purchase for verification
Description
Detailed description of the issue with the received item
Photo/Video Proof
Clear photos or videos showing the item and packaging condition
Once verified, our team will review your claim and determine the appropriate resolution — which may include a replacement, full refund, or another suitable solution at no additional cost.
Contact Us
If you have any questions or require further assistance regarding our return and refund policy, our customer support team is here to help.
Need Help With a Return?
Our team responds promptly during business hours to resolve any issues.
