Terms & Conditions

1. Introduction

These Terms & Conditions govern your use of the Khaas by Jannat website and any purchase you make from us. Khaas by Jannat is owned and operated by Jannat Umar, Pakistan. Please read these terms carefully before placing an order.

2. Acceptance of these terms

By using our website or placing an order, you agree to these terms and to our Privacy Policy, Shipping & Delivery and Returns & Refunds policies. If you do not agree, please do not use the website or place an order.

3. Products and availability

We describe and photograph our products as accurately as possible. Because many of our gifts are hand-assembled with flowers, ribbons and decorative elements, small variations in colour, packaging or arrangement may occur, and colours can look different on different screens. If an item or component becomes unavailable, we will contact you before replacing it with an item of similar style and value, or refund the unavailable item.

All products are subject to availability. We may limit quantities or discontinue products at any time.

4. Pricing and currency

All prices are shown in Pakistani Rupees (PKR). Delivery is charged at Rs 150 within Punjab and Islamabad and Rs 200 to the rest of Pakistan, and is shown at checkout before you place your order. If a product is listed at an obviously incorrect price because of an error, we may cancel the order and refund any amount paid after informing you.

5. Order placement and confirmation

When you place an order, you will see an order confirmation on screen and receive an email confirming that we have received it. We may call or message you on WhatsApp to confirm your order, especially for cash-on-delivery orders, before it is prepared. We may decline or cancel an order if a product is unavailable, if delivery details cannot be confirmed, or if we suspect fraud; in that case we will inform you and refund any payment received.

6. Payment methods

We accept Cash on Delivery (COD) and advance payment through JazzCash or Easypaisa. For advance payments, your order is processed once we have confirmed the payment. For cash on delivery, the amount due is payable to the courier at the time of delivery.

Cash on Delivery orders above Rs 3,000, and orders that include personalized gifts, require an advance payment of 20% or 30% of the order total through JazzCash or Easypaisa. You choose the advance at checkout; the payment details are shown after you place your order. Preparation starts only after the advance is received, and the remaining amount is paid on delivery.

7. Personalized and customized gifts

Personalized gifts are prepared using the details you enter on the product page, exactly as entered, including spelling, capitalisation and punctuation. Please review your personalization carefully in your cart and at checkout before placing your order. Mistakes in the details you submit are not covered by our Returns & Refunds policy. For selected items we may share a preview with you on WhatsApp before dispatch.

8. Your responsibility for names and messages

You are responsible for the names, messages and other content you submit for personalization. We may refuse to produce content that we reasonably consider offensive or unlawful, or that infringes someone else’s rights; in that case we will contact you and, if it cannot be resolved, cancel the affected item and refund it.

9. Order changes and cancellations

You may change or cancel an order free of charge within 2 hours of placing it. Please contact us on WhatsApp or through our Contact page with your order number. Any advance paid for an order cancelled within 2 hours is refunded in full. After 2 hours, orders may already be in preparation and can no longer be changed or cancelled, and the advance paid for a personalized order is not refundable.

10. Shipping and delivery

Delivery is subject to our Shipping & Delivery policy. Delivery times are estimates and are not guaranteed.

11. Incorrect delivery information

Please make sure the delivery address and phone number are complete and correct. If a delivery fails or is returned because of incomplete or incorrect details, or because the recipient cannot be reached, re-delivery charges will apply, and the original delivery charge is not refundable.

12. Refused cash-on-delivery parcels

Refusing a cash-on-delivery parcel without a valid reason causes us courier costs and loss. If a COD parcel is refused, any future orders from the same customer will be accepted only with full advance payment.

13. Damaged, defective or incorrect products

Please record a continuous video while opening your parcel. If your order arrives damaged, defective, incomplete or different from what you ordered, contact us within 48 hours of delivery with your order number and the unboxing video. Claims without an unboxing video, or made after 48 hours, may not be accepted. After reviewing the issue, we will offer a replacement or refund in line with our Returns & Refunds policy.

14. Returns, refunds and exchanges

We do not accept change-of-mind returns. Returns and refunds for damaged, defective or incorrect items are handled under our Returns & Refunds policy, which forms part of these terms.

15. Cosmetics and hygiene-related items

For health and hygiene reasons, beauty and cosmetic products that have been opened, used, or had their seal removed cannot be returned unless they arrived damaged, faulty or incorrect. Please read the product information supplied with the item and test any new cosmetic on a small area of skin before full use, especially if you have allergies or sensitive skin.

16. Chocolates and perishable items

Chocolates, treats and fresh or natural elements can be affected by heat, handling and time. We pack them with care, but we are not responsible for melting or spoilage caused by delayed receipt, incorrect delivery details or storage after delivery. Perishable items cannot be returned unless they arrive damaged, spoiled or incorrect.

17. Intellectual property

The Khaas by Jannat name, logo, website design, text, graphics and images belong to Khaas by Jannat and are protected by intellectual property laws. You may not copy, reproduce or use them for commercial purposes without our written permission.

18. Acceptable use of the website

You agree not to misuse the website, including by attempting to gain unauthorised access, interfering with its operation, placing false orders or submitting false information, or using it for any unlawful purpose.

19. Third-party services

Some services connected to your order, such as payment processing and courier delivery, are provided by third parties under their own terms. We are not responsible for the content or practices of third-party websites linked from our website.

20. Limitation of liability

To the extent permitted by law, we are not liable for indirect or consequential losses, or for delays or failures caused by events beyond our reasonable control. Our total liability for any order is limited to the amount you paid for that order. Nothing in these terms excludes or limits any right you have as a consumer under the laws of Pakistan.

21. Governing law and disputes

These terms are governed by the laws of Pakistan. If you have a concern, please contact us first so we can try to resolve it fairly and quickly. Any dispute that cannot be resolved informally will be subject to the jurisdiction of the courts of Rawalpindi, Punjab.

22. Changes to these terms

We may update these terms from time to time. Changes apply to orders placed after the updated terms are published on this page.

23. Contact information

For questions about these terms, please contact us at khaasbyjannat@gmail.com.