Return & Refund Policy

At Ash Homes, we want you to love every item you receive. If something isn’t right, we’re here to make it right. Please read the policy below carefully before initiating a return.

1. Return window

You have 7 days from the delivery date to request a return or exchange. Requests received after 7 days cannot be accepted.

2. Eligibility conditions

To qualify for a return, your item must meet all of the following:

  • Unused and in original condition
  • Original packaging, tags, and accessories intact
  • Accompanied by the original invoice or order number
  • Requested within 7 days of delivery

3. Non-returnable items

The following items are not eligible for return or exchange:

  • Hygiene items (bath, personal care)
  • Opened toys with missing parts or damaged packaging
  • Items individually marked “Final Sale” on the product page
  • Custom or made-to-order products
  • Gift cards

Products sold at a promotional or discounted price are not excluded. Our standard 7-day return policy applies to them in full.

4. Who pays return shipping

If the item is defective, damaged, or wrong: Ash Homes covers the full cost of pickup and return shipping. Just send a photo of the issue within 48 hours of delivery via WhatsApp (+92 322 3251708) or email (sales@ashhomes.pk).

If you have changed your mind: the customer is responsible for return shipping (typically PKR 200 to 350 via TCS or Leopards). We will share the return address once your request is approved.

5. How to request a return

  • WhatsApp us at +92 322 3251708 with your order number and reason for return
  • Or email sales@ashhomes.pk with the same details, plus a photo if the item is damaged or wrong
  • We will review your request within 24 hours and share the next steps

6. Refund method and timeline

Once we receive and inspect the returned item, we will process your refund as follows:

  • Cash on Delivery (COD) orders: refund via bank transfer to your account within 5 to 7 working days
  • Prepaid orders (card, JazzCash, EasyPaisa, bank transfer): refund to the original payment method within 7 to 10 working days

Depending on your bank or wallet, additional processing time may apply.

7. Exchanges

We’re happy to exchange an item for a different size, color, or product of equal value, subject to stock availability. The eligibility rules and return shipping responsibility above apply to exchanges as well.

8. Damaged or wrong items received

Please report within 48 hours of delivery.Send a clear photo of the product and packaging to our WhatsApp at +92 322 3251708. We will arrange a free replacement or full refund within 3 working days — no questions asked.

9. Cancellations

You can cancel any order free of charge before it is dispatched. Once dispatched, you may refuse delivery at the door, but a return shipping fee will apply for prepaid orders.

10. Contact us

For any questions about this policy or the status of a return:

  • WhatsApp: +92 322 3251708 (9 AM to 9 PM, 7 days a week)
  • Email: sales@ashhomes.pk
  • Address: Office No A-718, 7th Floor, Saima Trade Tower, I.I. Chundrigar Road, Karachi