Refund policy

Return and Refund Policy

At Inash Al-Usra Association every piece is made by hand, and we want you to be happy with what you receive. This policy sets out when you may return or exchange an item, and what happens if something arrives faulty.

Return and exchange periods

Inside Palestine: you may return or exchange your purchase within seven (7) days of the delivery date.
Outside Palestine: you may return or exchange your purchase within fourteen (14) days of the delivery date.

The delivery date is the date recorded in the courier's records.

These periods apply to returns and exchanges for reasons not related to a fault in the product. They do not apply to faulty or non-conforming items, which are covered by the warranty period set out below.

Items excluded from no-fault return

The following may not be returned or exchanged for reasons unrelated to a fault in the product:

Embroidered or made-to-order pieces, including any item produced to a name, letter, design or size at your request.
Items altered or tailored at your request after purchase.

This exclusion does not affect your right to repair, replacement or a full refund if an item is faulty or does not match the specifications you agreed. That right applies in all cases, including made-to-order pieces.

If your item is faulty or does not match what you ordered

If an item is faulty, does not match the published specifications or the specifications you agreed in writing, is a different item from the one you ordered, or arrives damaged or incomplete, you may choose any one of the following:

repair of the item;
replacement with an item matching your order; or
a full refund of the price.

In these cases the Association bears the full cost of return shipping and re-delivery, and refunds the original delivery charge you paid. The conditions on original packaging and unused condition do not apply. You should notify us of the fault within the warranty period below.

If you are returning for any other reason

If you wish to return or exchange an item for a reason unrelated to a fault, the item must be:

unused and unworn;
in its original condition; and
in its original packaging, with its tags and accessories as received.

In these cases you bear the cost of return shipping and any customs duties or taxes arising, and the original delivery charge is not refunded.

How to request a return or exchange

Email us at info@inash.org explaining the reason for your request, and giving your full name, address and order number.
We will reply within three (3) business days of receiving your request. If we approve it, we will email you the approval together with the instructions and the return address. If we decline it, we will set out our reasons in writing.
We will decline only for a legitimate reason, such as: the return period has expired; the conditions for a no-fault return above have not been met; the fault is shown to result from misuse or from alteration by you; or the item is one of those expressly excluded by this policy.
Refunds are issued within fourteen (14) business days of our receiving the returned item and confirming its condition, to the same payment method and in the same currency used for the purchase. We do not bear exchange-rate differences, bank charges or payment-provider fees outside our control.
Exchanges and price differences. If the replacement item costs more, you pay the difference before we ship it. If it costs less, we refund the difference by the same method set out above.

Warranty

We guarantee that our products are free from manufacturing and material defects for thirty (30) days from the delivery date.

The warranty does not cover normal wear, or damage arising from misuse, washing, or alteration contrary to the care instructions supplied with the item.

Invoices

An invoice accompanies every order, showing the Association's name, registration number and address, a description of the item and the unit of sale, and the price and total value in the currency of the transaction.