Return & Refund Policy
Last updated: 25 August 2026
Each piece from Deewar-e-Deen is handled with care before it reaches you, but we understand that issues can occasionally happen in transit. This page explains exactly when a return is accepted and what we need from you to process it.
Unboxing Video — Required for All Damage Claims
To be eligible for a return or replacement due to damage, you must record a clear, continuous, unedited video of yourself opening the package for the first time, from before the package is opened through to the product being fully unwrapped. The video must clearly show:
- The sealed package before it is opened
- The package being opened, without any pauses or cuts
- The product being removed and unwrapped
- The damage or defect, shown clearly and close-up
We cannot accept a return or issue a refund/replacement for damage without this video. Photos alone, or a video that starts after the package has already been opened, are not accepted as proof — this is the only way we can verify a report of damage in transit versus damage that happened after delivery.
What Is Eligible for a Return
- The item arrived visibly damaged
- The item arrived defective (e.g. a manufacturing fault, not related to shipping)
- The item you received doesn't match what you ordered
What Is Not Eligible for a Return
- Change of mind after delivery
- Minor natural variations in colour, texture, or pattern (common in handcrafted and premium goat-skin pieces)
- Damage reported without the required unboxing video
- Damage that occurs after the product has been installed, hung, or used
Reporting Window
Damage or defects must be reported to us within 24 hours of delivery, along with your unboxing video. Reports made after this window may not be eligible for a return.
How to Report a Damaged or Incorrect Item
- Message us on WhatsApp as soon as possible after delivery
- Share your unboxing video along with your order details (name, phone number used at checkout)
- We'll review it and confirm whether it qualifies for a replacement or refund
Once approved, we'll arrange a replacement where possible, or a refund for orders paid via bank transfer. For Cash on Delivery orders, refunds are coordinated directly with you over WhatsApp.
Need to report an issue with your order? Message us directly.
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