Exchange and Return Policy

Kasah strives to provide services and products that match the confirmed order, measurements, and specifications. This policy explains when an exchange or return may be requested, taking into account the nature of tailoring, alteration, and made-to-order products. It is an operational policy and does not provide a guarantee beyond applicable Saudi laws and regulations.

1. Ready-made products

A ready-made product that was not made or altered to order may be returned or exchanged when:

• The request is submitted within 7 days of receipt.
• The product is unused, unwashed, and undamaged.
• It remains in its original condition with its packaging and accessories, if any.
• Proof of the order or payment is provided.
• No alteration or customization was performed at the customer’s request.

After inspection and approval, the customer may exchange it for an available product or receive a refund through an available payment method.

2. Tailoring and alteration services

An item cannot be returned after tailoring or alteration merely because the customer changed their mind.

If the service differs from the agreed measurements or specifications, is defective, or causes damage due to a Kasah error, the customer may contact us. We will inspect the item and provide an appropriate remedy, such as correcting the work without an additional fee or appropriate compensation according to the order’s circumstances.

3. Made-to-order products and garments

Products and garments made or customized to a customer’s measurements or specifications cannot be returned or exchanged after work begins, except where workmanship is defective, the product does not match the agreed measurements or specifications, or the delivered product differs from the confirmed order.

The customer must provide accurate measurements and information. Kasah is not responsible for errors caused by incorrect customer-provided measurements unless a Kasah representative took the measurements and an error in recording or execution is established.

4. Laundry and pressing services

Any concern must be reported upon receipt or within 24 hours, with clear photographs where possible. A complaint will be inspected to determine the cause, considering the item’s prior condition, care instructions, and fabric type.

5. Pickup and delivery fees

• Basic pickup and delivery fees are non-refundable after the relevant service has been performed.
• The customer bears return costs when the reason is a change of mind or an incorrect size choice for a ready-made product.
• Kasah bears pickup or redelivery costs when its defect or error is established.
• Delivery fees for each service are shown before order confirmation.

6. How to submit a request

To request an exchange or return, contact us on WhatsApp: 966530152662

Send the customer’s name, order number or phone number used for the order, service or product name, reason, clear photographs of the item or issue, and receipt date. We will review and respond within a reasonable number of business days.