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Exchange, Returns & Quality Claims Policy

At KHATAM®, we aim to provide a smooth and reliable shopping experience. Please read this policy carefully before submitting any exchange, return, or quality-related request.
All requests are subject to inspection, verification, and approval and are not automatically guaranteed.

1. Exchange Policy

1.1 Exchange Channels
Exchanges for both online and in-store purchases may be processed at:
- Any KHATAM® boutique
- KHATAM® Experience boutique
- KHATAM® Headquarters (HQ)
All exchange requests are subject to stock availability and inspection (where applicable).

1.2 Exchange Eligibility
- Exchanges are allowed within seven (7) days from:
   i) the date of purchase (for in-store purchases), or
   ii) the date of receiving the item (for online purchases)

  • Only normal-priced items are eligible for exchange.
  • Original receipt must be provided.
  • Items must be in original condition with tags attached.
  • For online purchases, shipping fees (return and exchange shipment) are not covered by KHATAM®, unless the exchange is due to a KHATAM® error (e.g. wrong item sent or confirmed manufacturing defect).
  • For customers in Sabah & Sarawak:
     - If return shipment cannot be initiated within the standard timeframe due to logistics constraints, customers are required to contact KHATAM® within seven (7) days from the date of purchase (in-store) or the date of receiving the item (online) to notify KHATAM® of their request.
  • Customers are responsible for returning items securely. KHATAM® is not liable for any loss or damage of items during transit.

1.3 Exchange Conditions (Defects, Damage & Quality Issues)

  • Items must be in original condition with tags attached.
  • Items must be unworn and unwashed, except for quality-related claims (including colour or discolouration issues), which may still be considered after washing, subject to KHATAM® inspection and approval.
  • Exchanges are limited to:
    - Size exchange (same item, subject to stock availability)
    - Manufacturing defects confirmed by KHATAM® inspection
    - Damage or quality issues (including colour or discolouration), subject to inspection and approval.
  • Size exchanges are generally limited to the same item, subject to stock availability
  • For quality-related claims (including colour or discolouration issues), replacement may be offered as a different item, subject to stock availability and case assessment.

1.4 Change of Mind Policy

For change of mind cases (non-defect related requests), KHATAM® offers the following options:

  • Cash refund (via online bank transfer).
  • Exchange.
  • Store credit.

All change of mind requests are subject to inspection, verification, and approval.


Conditions:

  • Item must be in original condition.
  • Tags must be attached.
  • Item must be unworn and unwashed.
  • Original receipt must be provided.
  • Request must be made within seven (7) days from:
    - the date of purchase (for in-store purchases), or
    - the date of receiving the item (for online purchases)

Important:
Shipping fees (if applicable) are non-refundable for change of mind cases.
KHATAM® reserves the right to determine final approval and resolution based on item condition and stock availability.

1.5 Exchange Shipping & Customs Fees (International Orders)


For international orders, exchange requests are subject to the following terms:

  • KHATAM® does not cover any customs duties, taxes, or clearance fees imposed by the destination country.
  • If the exchange is due to a KHATAM® error (e.g. wrong item sent or manufacturing defect):

- KHATAM® will cover return shipping fees only. 

- Customs duties, taxes, and clearance fees are not covered

  • If the exchange is due to customer request (e.g. wrong size or change of item):

- Customer will bear return shipping fees and any applicable customs or clearance charges

  • All international exchange shipments must comply with local customs regulations. Any delays due to customs clearance are beyond KHATAM®’s control.

 

2. Colour & Fabric Information


We take pride in the quality of our fabrics. However, certain natural fabric characteristics may occur:

  • Slight colour variation may occur due to lighting, screen display, and dyeing process differences.
  • Fabrics may soften or show slight colour changes after washing depending on material and care method.
  • These variations are considered part of normal textile behaviour within industry standards.

 

3. Colour & Discolouration Claims (Quality Assessment)


All colour or discolouration claims are assessed on a case-by-case basis and are subject to inspection.

Eligible for assessment:

  • Noticeable or uneven fading after washing.
  • Patchy or irregular discolouration affecting garment appearance.
  • Colour bleeding or transfer after wash.
  • Significant change from original condition upon receipt or after first wash.


Not automatically considered a defect:

  • Minor colour variation due to lighting or screen difference.
  • Natural softening of colour after wash when care instructions are followed.

All claims must follow KHATAM® Quality Claims Policy and are subject to inspection and approval.

4. Quality Claims Policy

  • All quality-related issues must be reported within seven (7) days from the date of purchase (for in-store purchases) or the date of receiving the item (for online purchases).
  • Photo or video evidence is required for all claims.
  • Items must be returned when requested for inspection, including cases where the item has been washed.
  • All claims, including colour-related issues, are subject to KHATAM® inspection and final approval.

KHATAM® reserves the right to request additional information or decline claims that do not meet policy requirements or are caused by improper handling or washing.

 

5. Exchange Limitations

  • Only one (1) exchange is allowed per receipt.
  • Exchanges are not applicable for:
    - Sale or clearance items
    - Altered or modified items
    - Requests made after seven (7) days

All exchange requests must comply with KHATAM® Exchange Conditions and Quality Claims Policy.

KHATAM® reserves the right to refuse any request that does not meet eligibility or inspection criteria.

6. Refund Policy

  • Refunds are only applicable for:
    - Incorrect items supplied
    - Manufacturing defects confirmed by KHATAM® inspection
    - Colour or discolouration issues confirmed and approved by KHATAM® inspection
  • For approved colour or discolouration cases, customers may be eligible for a cash refund (via online bank transfer), exchange, or store credit, depending on stock availability and case assessment.
  • Approved cash refunds will be processed via online bank transfer within seven (7) working days after final approval.
  • For other approved defects, exchange will be offered first, subject to stock availability. If unavailable, store credit will be issued.
  • All returned items are subject to inspection before approval.
  • All refund approvals are subject to verification and assessment by KHATAM®.

KHATAM® reserves the right to decline refund requests that do not meet policy requirements or are found to be caused by improper handling or washing.