CUSTOMER CLAIM POLICY
JALIL BROTHERS
At Jalil Brothers, customer satisfaction has remained fundamental to our business since our establishment in 1973. We are committed to maintaining the highest standards of quality across our range of menswear, traditional attire, footwear, and accessories.
Every product undergoes careful inspection prior to dispatch in order to ensure compliance with our quality standards. Nevertheless, should a customer receive a defective or incorrect product, Jalil Brothers has established the following Customer Claim Policy to facilitate the fair and efficient resolution of such matters.
1. CLAIM ELIGIBILITY
Customer claims shall only be considered in circumstances involving a genuine manufacturing defect, order discrepancy, or transit-related damage.
Claims may be accepted in respect of:
• Defects in stitching, finishing, or workmanship.
• Fabric defects present at the time of delivery.
• Manufacturing defects in garments, footwear, or accessories.
• Incorrect product, size, colour, or item supplied due to an error on the part of Jalil Brothers.
• Products damaged during transit.
• Missing item(s) from an order.
Claims shall not be accepted in respect of:
• Normal wear and tear arising from regular use.
• Damage resulting from misuse, negligence, improper handling, or inadequate care.
• Accidental damage, including stains, burns, cuts, or abrasions.
• Minor variations in colour attributable to differences in display screens or device settings.
• Products that have been worn, washed, altered, or otherwise used.
• Requests arising solely from a change of preference after purchase.
• Customized, stitched-to-measure, or altered products.
• Products purchased during clearance sales, promotional campaigns, or final sale events, except where a verified manufacturing defect exists.
2. CLAIM PERIOD
Claims must be submitted within seven (7) calendar days from the date of delivery.
Claims received after the prescribed period may not be considered.
Customers are required to provide the original invoice, order number, or other satisfactory proof of purchase when submitting a claim.
3. CLAIM SUBMISSION PROCEDURE
Customers may initiate a claim by contacting Jalil Brothers through any of the following channels:
• WhatsApp
• Email
• Telephone
• In-person visit to our retail outlet in Islamabad
The following information must be provided at the time of submission:
• Order Number
• Customer Name
• Contact Information
• Clear photographs and/or videos illustrating the issue
• A concise description of the defect or discrepancy
Failure to provide adequate information may result in delays in claim processing.
4. EVALUATION AND VERIFICATION
Upon receipt of a claim, the Quality Assurance Department shall review and evaluate the matter to determine whether the claim falls within the scope of this policy.
Jalil Brothers reserves the right to request additional information, photographs, videos, or documentation where deemed necessary for the proper assessment of the claim.
The acceptance or rejection of a claim shall be determined solely at the discretion of Jalil Brothers following completion of the evaluation process.
5. CLAIM RESOLUTION
Where a claim is approved, Jalil Brothers may, at its sole discretion, provide one of the following remedies:
• Replacement of the defective product.
• Exchange for an alternative product of equivalent value.
• Repair of the product, where applicable.
• Issuance of store credit.
• Refund, in exceptional circumstances deemed appropriate by Jalil Brothers.
The remedy provided shall be determined based upon the nature and extent of the verified defect.
6. RESOLUTION TIMELINE
Approved claims are ordinarily processed within seven (7) to ten (10) working days following completion of the evaluation process.
Customers shall be informed of the status and outcome of their claim via WhatsApp, telephone, SMS, or electronic mail.
Processing times may vary depending upon the nature of the claim and product availability.
7. SHIPPING AND RETURN OF CLAIMED PRODUCTS
Unless otherwise advised by Jalil Brothers, customers shall be responsible for arranging and bearing the cost of shipping the product to Jalil Brothers for inspection and evaluation.
Where a claim is approved, Jalil Brothers shall bear the shipping costs associated with the replacement or exchange product.
In the event that a claim is rejected following inspection, the customer shall remain responsible for all applicable return shipping charges.
8. GENERAL CONDITIONS
Products submitted for claim evaluation must be returned in their original condition and, where applicable, must include:
• Original tags
• Packaging materials
• Accessories
• Invoice or proof of purchase
Jalil Brothers reserves the right to reject any claim that fails to comply with the provisions set forth in this policy.
Jalil Brothers further reserves the right to amend, modify, or update this policy at any time without prior notice.
The final determination in relation to all claims shall rest exclusively with Jalil Brothers.
CONTACT
For further information or assistance concerning this policy, customers are requested to contact the Customer Support Department.
JALIL BROTHERS
Serving Generations Since 1973