Refund Policy
At SCKALI Design, every piece is carefully inspected and prepared before it is delivered to our customers.
We want you to be completely satisfied with your purchase. This Returns & Exchange Policy explains the conditions and procedures applicable to returns, exchanges, and issues relating to your order.
1. ELIGIBILITY FOR RETURNS & EXCHANGES
For eligible ready-to-wear items, customers may request a return or exchange within 7 days from the date of delivery, subject to the conditions outlined below.
To be eligible, the item must:
- Be unused and unworn;
- Be in its original condition;
- Not have been washed, dry-cleaned, altered, repaired, or damaged;
- Have all original tags and labels attached;
- Be returned with its original packaging and accessories, where applicable;
- Not have any perfume, makeup, deodorant, fragrance, stains, or other marks;
- Not have been exposed to smoke, strong odors, or other substances.
Items that do not meet these conditions may be rejected and returned to the customer.
2. MADE-TO-ORDER, CUSTOMIZED & COUTURE ITEMS
Due to the individual nature of made-to-order, customized, and couture pieces, these items are generally non-returnable and non-exchangeable once production has commenced.
This includes items that have been:
- Made according to the customer's measurements;
- Customized in size or length;
- Customized in color, fabric, embroidery, embellishment, or design;
- Altered according to the customer's request;
- Personalized specifically for the customer;
- Created as a special or exclusive design upon request.
Before production begins, customers may be contacted to confirm measurements, design details, and other specifications.
Once production has commenced, cancellation or changes may not be possible.
This restriction does not affect any rights or remedies that may apply where the product is defective, damaged, incorrectly supplied, or does not conform to the agreed order.
3. READY-TO-WEAR EXCHANGES
Eligible ready-to-wear items may be exchanged within 7 days of delivery, subject to availability.
An exchange may be requested for:
- A different size; or
- Another available item of equal value.
If the replacement item has a higher price, the customer will be required to pay the difference.
If the replacement item has a lower price, any applicable refund or store-credit treatment will be communicated by our Customer Service Team in accordance with the applicable transaction terms.
Exchange requests are subject to product availability.
4. RETURNS
Eligible ready-to-wear items may be returned within 7 days of delivery, provided that all return conditions are satisfied.
Once the returned item has been received and inspected, we will confirm whether it meets the requirements of this policy.
Where a refund is approved, the refund will generally be processed through the original payment method, subject to the applicable payment provider's processing time.
Original shipping charges may be non-refundable where the return is made for reasons other than an error or defect attributable to SCKALI Design.
5. RETURN & EXCHANGE SHIPPING COSTS
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For a return or exchange requested because the customer has changed their mind, selected the wrong size, or otherwise no longer requires the item, the customer may be responsible for the applicable return and/or redelivery charges.
Where the return or exchange is due to an error on our part or a confirmed manufacturing defect, SCKALI Design will arrange the appropriate solution and, where applicable, cover the reasonable delivery costs.
GCC & International Orders
For eligible international or GCC returns/exchanges, the customer is generally responsible for return shipping costs unless the item was sent incorrectly or is confirmed to have a manufacturing defect.
Any customs duties, taxes, import charges, or other fees already paid in connection with an international shipment may not be refundable by SCKALI ABAYA COUTURE.
Customers should contact us before sending any international return.
Please do not send an international return without receiving return instructions from our Customer Service Team.
6. WRONG ITEM, WRONG SIZE OR MISSING ITEM
If you receive an item that is different from the item ordered, or if an item is missing from your order, please contact us within 48 hours of delivery.
Please provide:
- Order number;
- Photographs of the item received;
- Photographs of the packaging and shipping label;
- A description of the issue.
We will review the matter and, where the error is confirmed to be ours, arrange an appropriate replacement, exchange, or other applicable remedy.
7. DEFECTIVE OR DAMAGED ITEMS
We carefully inspect our products before dispatch. However, if you believe that your item has a manufacturing defect or was damaged before delivery, please contact us as soon as possible and preferably within 48 hours of receiving the order.
Please provide clear photographs and a description of the issue.
If the item is confirmed to have a manufacturing defect or to have been damaged before delivery, we will assess the appropriate remedy, which may include repair, replacement, exchange, or refund, as applicable.
Normal characteristics of fabrics, embroidery, handcrafted details, or minor variations resulting from the nature of handmade or couture production are not necessarily considered defects.
8. SIZE & MEASUREMENT RESPONSIBILITY
Customers are responsible for providing accurate measurements when placing a customized or made-to-order order.
Where measurements have been supplied by the customer, SCKALI ABAYA COUTURE cannot be responsible for fitting issues resulting from inaccurate or incomplete measurements provided by the customer.
If our team has taken or confirmed the customer's measurements and an issue occurs due to an error on our part, please contact us so that we can assess and address the matter appropriately.
9. SALE & PROMOTIONAL ITEMS
Unless otherwise stated at the time of purchase, sale, clearance, promotional, or discounted items may be subject to different return or exchange conditions.
The applicable terms will be communicated on the product page, promotion, or at checkout.
10. ITEMS DAMAGED OR ALTERED AFTER DELIVERY
We cannot accept a return or exchange for items that have been damaged, altered, washed, repaired, dry-cleaned, or otherwise modified after delivery, unless the issue relates to a confirmed manufacturing defect or another circumstance for which SCKALI ABAYA COUTURE is responsible.
11. RETURN & EXCHANGE PROCEDURE
To request a return or exchange, please contact our Customer Service Team with:
Order Number:
Customer Name:
Date of Delivery:
Item(s) to be Returned/Exchanged:
Reason for Request:
Photographs, where applicable:
Our Customer Service Team will review the request and provide the applicable return or exchange instructions.
Customers should not send items back without first receiving confirmation and instructions from SCKALI Design.
12. INSPECTION OF RETURNED ITEMS
All returned items are subject to inspection upon receipt.
If an item does not meet the requirements of this policy, we reserve the right to reject the return or exchange.
If a return is rejected, the item may be sent back to the customer at the customer's expense.
13. INTERNATIONAL RETURNS
International customers should contact us before returning an item.
The customer is responsible for ensuring that the return shipment complies with the applicable customs and shipping requirements.
Any customs duties, taxes, brokerage fees, or other charges incurred when returning an item may be the customer's responsibility unless the return is due to an error or confirmed defect attributable to SCKALI ABAYA COUTURE.
14. CANCELLATION OF ORDERS
Requests to cancel an order should be submitted as soon as possible after the order is placed.
For ready-to-wear items, cancellation may be possible before the order has been dispatched.
For made-to-order, customized, and couture items, cancellation may not be possible once production or customization has commenced.
If production has not yet commenced, we will review the cancellation request and advise the customer of the available options.
15. REFUNDS
Where a refund is approved, it will generally be issued to the original payment method.
The time required for the refund to appear in the customer's account may vary depending on the payment provider or financial institution.
Shipping fees, customs duties, taxes, and other third-party charges may be non-refundable where applicable.
16. CUSTOMER RIGHTS
Nothing in this Returns & Exchange Policy is intended to exclude or limit any mandatory rights or protections available to consumers under applicable laws and regulations.
Where applicable law provides a consumer with rights that are different from or more extensive than the terms stated in this policy, the applicable law will prevail.
17. CONTACT US
For all return, exchange, refund, or product-related inquiries, please contact:
SCKALI Design
Email: temmy@sckaligroup.com
WhatsApp: +974 5073 1405
Phone: +974 4454 5079
Website: www.sckalidesign.com
We appreciate your understanding and cooperation and remain committed to providing our customers with exceptional products and service.
