Return & Exchange Policy

Effective Date: July 2025

This Return & Exchange Policy (“Policy”) governs the terms and conditions under which any requests for exchange of goods purchased through the official Carnamay digital commerce platform (“Platform”) shall be entertained. By placing an order with Carnamay (“Brand”), the purchaser (“Customer”) hereby expressly agrees to be bound by the entirety of this Policy without limitation, exception, or waiver.

I. General Provisions

  1. All purchases made via Carnamay’s Platform shall be deemed final, conclusive, and irrevocable, subject only to the limited exchange provisions outlined herein.

  2. Carnamay does not, under any circumstances, entertain or process requests for returns, refunds, order cancellations, or monetary reimbursement, regardless of cause, unless otherwise mandated by applicable consumer protection statutes. In all circumstances, customized products are not eligible for returns, refunds, order cancellations, or monetary reimbursement.

II. Scope and Conditions for Exchange

A. Eligibility Criteria for Exchange Requests

  1. Carnamay permits exchange of purchased goods strictly and exclusively under the condition that said goods remain:

    • Unopened, intact, and sealed in their original, undamaged packaging;

    • Free of any signs of tampering, usage, or handling inconsistent with commercial standards;

    • Accompanied by verifiable proof of purchase bearing a unique order identifier.

  2. The eligibility of any item for exchange shall be further contingent upon the presence of objective physical defects or printing discrepancies demonstrable through high-resolution photographic documentation provided by the Customer.

  3. The aforementioned conditions are only valid if the Customer notifies the Brand of such discrepancy within three (3) hours of confirmed delivery timestamp, as per the carrier’s official record. No exceptions shall be made in the event of delayed reporting, regardless of reason or technological inability.

B. Timeliness of Exchange Window
Requests for exchange, once accepted, must be initiated within three (3) calendar days from the date of delivery. Carnamay reserves the absolute right to reject any request received outside this temporal threshold.

C. Method and Review of Exchange Requests
All exchange requests must be formally lodged through the designated customer support channel, accompanied by:

  • Full name and contact details of the Customer;

  • Order number and purchase date;

  • Supporting media demonstrating the nature and extent of the defect;

  • Declaration that the product has not been used, altered, or tampered with.

Upon receipt of a valid request, Carnamay shall undertake an internal review process lasting not more than seven (7) business days, at the sole discretion of the Brand. The decision rendered by the Brand shall be final, binding, and non-contestable.

III. Exclusion: Customized / On-Demand Orders

Notwithstanding anything to the contrary herein, all custom-made, personalized, or on-demand mat products requested by the Customer shall be strictly excluded from the scope of this Policy.

Such items are made-to-order, pursuant to individual design specifications, and are therefore non-refundable, non-exchangeable, and non-cancellable in any capacity. Any dissatisfaction arising from aesthetic preference, color variation due to digital display differences, or subjective dissatisfaction shall not qualify as grounds for redress.

IV. Limitation of Liability

Carnamay disclaims all liability for incidental, indirect, consequential, or special damages resulting from the use of its products or the failure of exchange processing. The maximum liability of the Brand, in all cases, shall be limited to the monetary value of the original order, and no further compensation shall be due or claimable.

V. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws applicable in the Islamic Republic of Pakistan. Any disputes arising out of or related to this Policy shall be subject to the exclusive jurisdiction of the courts situated in Lahore, Punjab.

By proceeding with your order, you confirm that you have read, understood, and agreed to be bound by the above terms.