Exchange Policy

Exchange Policy

At Farah Stores, we aim to ensure that every product reaches you in perfect condition. Due to the current unavailability of exchange services through our courier partners, exchanges through courier delivery are not available for change of mind, size, color, design, or personal preference.

However, exchanges may be facilitated in the following cases:

1. Faulty or Damaged Product Received

If a customer receives a product that is faulty, damaged, defective, or has an issue caused during our processing or dispatch, the following procedure will apply:

  1. Report the Issue

    • The customer must contact our Customer Care/E-Commerce Team as soon as possible after receiving the order.

    • The customer should provide clear pictures and/or videos showing the issue with the product.

    • The order number and relevant product details must also be shared for verification.

  2. Verification by E-Commerce Team

    • The E-Commerce Team will review the complaint and supporting evidence.

    • The product may be required to undergo further verification to determine whether the issue occurred before dispatch or during handling/delivery.

    • An exchange will only be approved after the issue has been verified and confirmed by the E-Commerce Team.

  3. Return of the Product

    • Once the exchange is approved, the customer may return the product through any available courier service.

    • The product must be returned in its original condition, with its original tags, packaging, and accessories, where applicable.

    • The product should not be worn, washed, altered, damaged, or used in any manner.

  4. Reimbursement of Return Courier Charges

    • Once the returned product is received and the reported issue is verified, Farah Stores will reimburse the reasonable return courier charges incurred by the customer.

    • The customer may be required to provide the courier receipt or proof of payment for reimbursement.

  5. Replacement Order

    • After receiving and verifying the returned product, Farah Stores will arrange a replacement order.

    • The replacement article will be dispatched through our available delivery service on Cash on Delivery (COD).

    • No additional product payment will be required for the approved replacement, subject to the applicable exchange conditions.

  6. Product Availability

    • Replacement is subject to stock availability.

    • If the exact same article is unavailable, the E-Commerce Team will communicate the available options to the customer.

    • Any exchange for a different product will be subject to approval and applicable price/value conditions.

2. Exchange at Farah Stores Outlet

Customers may also exchange an eligible article by visiting any Farah Stores outlet.

The following conditions will apply:

  1. Visit Any Outlet

    • Customers can visit any Farah Stores outlet to request an exchange.

    • Customers should bring the original article along with the original invoice/order details.

  2. Product Condition

    • The article must be in its original and unused condition.

    • Products that have been worn, washed, altered, damaged, stained, or otherwise used may not be eligible for exchange.

    • Original tags, labels, packaging, and accessories should be intact, where applicable.

  3. Verification

    • The article will be inspected and verified by the relevant outlet team.

    • The exchange request will be subject to verification and approval by the E-Commerce Team, where required.

  4. Exchange Value

    • The article can be exchanged for another product of the same value.

    • The replacement product will be subject to availability at the selected outlet.

  5. Higher-Value Product

    • If the customer wishes to exchange the article for a product of higher value, the price difference may be payable by the customer, subject to approval.

  6. Lower-Value Product

    • Exchanges for a lower-value product will not result in a cash refund or automatic reimbursement of the price difference unless specifically approved by Farah Stores.

  7. Sale/Promotional Articles

    • Articles purchased under special promotions, clearance offers, or specific sale terms may be subject to separate exchange conditions.

    • Customers are advised to check the applicable terms at the time of purchase.

  8. Final Approval

    • All exchanges are subject to product inspection and approval.

    • Farah Stores reserves the right to decline an exchange request if the product does not meet the required exchange conditions.

Important Exchange Conditions

    • Change of mind, preference, color, design, or size is not eligible for courier-based exchange.

    • Courier-based exchanges are only facilitated for products verified as faulty or damaged due to an issue from our side.

    • All exchange requests are subject to verification and approval.

    • Products must be returned in their original, unused and resalable condition unless the issue itself prevents the product from being in such condition.

    • Original tags, labels, packaging, and accessories should be retained until the exchange request is resolved.

    • Exchanges are subject to product availability.

    • Customers should retain their invoice/order details as proof of purchase.

    • Farah Stores reserves the right to reject an exchange request where the reported issue is found to be caused by customer use, washing, alteration, mishandling, or any other reason not attributable to Farah Stores.

    • Exchange approval does not automatically guarantee availability of the same article; an alternative solution may be offered where the original article is unavailable.

    • No cash refund will be provided against an approved exchange unless specifically authorized under the applicable policy.