Refund Policy

Every Pashmina Ghutra leaves the Dubai studio after a hand-inspection. If a piece arrives and it is not the cloth you expected, the house will take it back. The terms below are the simplest version of how that works.

The standard return window

You may return any Pashmina Ghutra within fourteen days of the delivery date for a full refund of the purchase price, on the following conditions:

The piece is unworn and unwashed.
All original packaging is intact, including the cedar box, the artisan's certificate, and the tissue paper layer beneath the cloth.
The piece has not been altered in any way (no fringe trimming, no embroidery alteration, no laundering).

Returns initiated after the fourteenth day cannot be accepted under the standard window. For damage, defects, or pieces not as described, see the next section, which carries no time limit.

Damaged, defective, or not as described

If a piece arrives damaged, defective, or materially different from what was shown on the product page, the house covers the return in full, regardless of how much time has passed. The process is the same as the standard return below, but the postage cost is borne by Soznikar in every case, and the refund or replacement is processed as a priority.

"Materially different" is read generously. If the colour of the cloth is meaningfully off from the photograph, if the embroidery does not match the description, if the dimensions are out of tolerance, or if any element of the certificate does not match the piece, the house treats this as a defect and acts accordingly. The buyer does not need to argue the case.

How to start a return

Write to care@soznikar.com with the order number and a brief note on the reason for return, or message the studio WhatsApp line listed on the Contact page. The studio replies within one business day with a return authorisation and an Aramex collection slot.

Pickup is free across the United Arab Emirates. The piece is collected from the address you provide, in the original packaging, and travels back to the Dubai studio via Aramex Premium.

Inspection and refund timeline

On receipt at the Dubai studio, the returned piece is inspected against the condition criteria above. Inspection is completed within two business days. Once cleared, the refund is initiated to the original payment method (card, Tabby, Tamara, or the equivalent), and clears within five business days from initiation. The buyer is notified at each stage by email.

If a returned piece fails the condition check, the studio contacts the buyer with photographs and an explanation, and either issues a partial refund (where appropriate) or returns the piece to the buyer at no cost.

Made-to-order and commissioned pieces

Some pieces in the Soznikar catalogue are made-to-order from the atelier in Srinagar. These pieces are clearly marked at the point of purchase. Because the atelier dresses the loom specifically for the buyer's commission, the cancellation window is forty-eight hours from the time of order confirmation. After forty-eight hours, the loom is committed, and the piece is final sale.

Made-to-order pieces remain covered for damage, defect, and not-as-described, on the same terms as the standard catalogue.

What this house refuses

Soznikar does not charge restocking fees. The house does not deduct shipping from refunds. The house does not require photographs of damaged packaging before accepting a return. The house does not refuse returns on pieces that have been opened, unfolded, or held against the body in private; the cloth was made to be held, and the buyer should not feel they have broken a seal by removing it from the box.

Refunds on free-shipping orders

Where an order qualified for free shipping at purchase and the buyer initiates a standard return that brings the order total below the free-shipping threshold (currently AED 500), the original shipping cost is not deducted from the refund. The free shipping was offered on the gross order; the refund is on the same.

Contact

Returns questions should be directed to care@soznikar.com or to the studio WhatsApp line. The studio answers in English or Arabic, within one business day during studio hours (10:00 to 20:00, every day).

This policy is governed by United Arab Emirates law, specifically the Federal Decree-Law No. 15 of 2020 on Consumer Protection. The buyer's statutory rights under UAE law are not affected by anything written here.