B2B Refund, Returns & Damage Claims Policy.

This policy applies to purchases made directly from SHE EDGE by boutiques, retailers, wholesalers, distributors, stockists, resellers, online sellers, social sellers, mall or shop operators, trading businesses and other commercial buyers purchasing stock for resale or business use.

By confirming an order, paying an invoice or deposit, collecting goods, accepting delivery or otherwise proceeding with a purchase, the B2B buyer accepts this policy together with the applicable quotation, proforma invoice, invoice, order confirmation and any separately agreed written commercial terms.

If a specific written quotation, invoice or signed agreement contains different claim or return terms, those specific written terms will apply to that transaction to the extent of the difference.

Wholesale buying involves commercial selection, quantity planning, stock allocation and margin decisions. Accordingly, all SHE EDGE B2B sales are final once confirmed, except where SHE EDGE approves a valid claim under this policy or where a right cannot lawfully be excluded.

We do not accept returns, exchanges, cancellations, refunds, credit requests or stock swaps because of:

• change of mind, ordering error or a later change in the buyer’s preference;
• slow sales, unsold stock, low customer demand, seasonal changes or reduced margins;
• colour, size, design, assortment or quantity choices made or approved by the buyer;
• a buyer finding another supplier, product or price after confirmation;
• an end customer requesting a return or exchange from the buyer; or
• stock being discounted, displayed, reserved, listed online or otherwise committed for resale.

A B2B buyer may report stock that arrived damaged or has a material manufacturing fault. To be considered, the complete claim must be received by SHE EDGE within 10 calendar days after the purchase date shown on the relevant SHE EDGE invoice or receipt.

Buyers should inspect quantities, packaging, colours, sizes, labels, stitching, embroidery, embellishment and overall product condition immediately upon collection or delivery. Waiting to inspect stock does not extend the claim window.

A claim may be eligible for review when all applicable conditions below are met:

• the issue is a material physical damage or manufacturing fault that affects the item’s normal appearance, construction or saleability;
• the issue existed when the stock was supplied or handed over and was not caused afterward;
• the affected item can be matched to a valid SHE EDGE invoice, style, quantity and purchase date;
• the complete claim and supporting evidence are received within the 10-day window;
• the item is unused, unworn, unwashed, unaltered, unembellished by the buyer and not resold;
• original labels, tags, packaging and related carton or courier material are retained where relevant; and
• the buyer makes the affected stock available for inspection if requested.

Examples may include a material stitching failure, fabric damage, a significant embroidery or embellishment fault, or other physical damage supported by clear evidence. Normal handcrafted variation is assessed in context and is not automatically treated as damage.

The damaged-stock process does not cover:

Clearance, discounted, sample, seconds, custom, altered, private-label or specially produced stock is also final sale unless a written term for that transaction expressly says otherwise.

Send the complete claim by email to official@sheedge.com or by WhatsApp to +92 301 743 3343. Include:

• your business name, contact person and telephone or WhatsApp number;
• invoice or receipt number and purchase date;
• article, style or SKU, colour, size and affected quantity;
• a concise description of the issue and when it was discovered;
• clear photographs of the full item, close-up fault, labels and packaging;
• a clear, unedited video where movement or construction needs to be shown; and
• carton, courier or delivery evidence if the damage may be transit-related.

SHE EDGE may request further photographs, video, invoice details, packaging evidence or a physical inspection before making a decision. We may also compare the item with production records, approved samples or other pieces from the same article.

If a claim is approved, SHE EDGE will select a commercially appropriate resolution for the verified affected units only. Depending on stock availability, the nature of the issue and the transaction, this may be:

• replacement with the same article where available;
• replacement with an agreed equivalent article;
• correction or repair where reasonable and commercially suitable;
• a credit note or account adjustment for the approved amount; or
• a refund of the invoiced price of the approved affected units where SHE EDGE determines that a refund is the suitable resolution.

A claim does not automatically entitle the buyer to a cash refund, replacement of the full order or the buyer’s preferred remedy. Any approved refund will be processed through a practical agreed method after required verification and, where applicable, receipt of the authorized returned stock.

To the extent permitted by law, a resolution is limited to the verified affected stock and does not include lost profit, expected resale margin, customer compensation, markdowns, labour, reputation loss or other indirect or consequential business loss.

No stock may be sent back without prior written authorization from SHE EDGE. Unauthorized or cash-on-delivery returns may be refused and do not create a refund, exchange or credit entitlement.

If a return is required for an approved claim, SHE EDGE will provide the return location, timeframe, packaging instructions and agreed responsibility for transport costs. Returned stock must match the approved items and quantities and must remain unused, with its labels and reasonable original packaging.

Transit damage

Where damage is visible at delivery, photograph the sealed parcel or carton before opening, note the issue with the courier where possible and contact us immediately. Carrier notice deadlines may be shorter than 10 days, so the 10-day SHE EDGE claim window does not extend a courier or transporter’s reporting deadline.

If the buyer selected, booked or controlled the courier or transporter, responsibility for transit risk may sit with the buyer or carrier according to the applicable invoice, delivery term or transport arrangement. SHE EDGE will review evidence but does not automatically accept liability for third-party transport damage.

If the stock supplied materially differs from the SHE EDGE invoice or a quantity appears short, notify us with invoice, packaging and counting evidence within the same 10-day period. Keep the goods segregated and unused while we verify packing and dispatch records.

A verified SHE EDGE fulfilment error will be corrected through a reasonable business solution selected for that case. Reporting an order discrepancy does not create a general right to exchange correctly supplied stock or revise the buyer’s original selection.

Please contact the seller named on your receipt, invoice, order confirmation or payment record for any request involving a retail return, exchange, refund, cancellation, delivery issue or customer-service concern. The independent seller’s own published policy and the law applicable to that retail transaction will govern your request.

SHE EDGE cannot issue a refund for money it did not collect, reverse a third-party retail transaction or override the commercial policy of an independent seller. SHE EDGE is therefore not responsible for administering that seller’s return, exchange or refund policy.

If you believe there is a manufacturing issue, first report it to your point of purchase with proof of purchase and photographs. The seller may then raise an eligible B2B claim with SHE EDGE under this policy. A retailer’s acceptance of an end-customer return does not automatically make that item returnable to SHE EDGE.

Once an order is confirmed, paid, allocated, picked, packed, customized, placed into production or otherwise acted upon, it cannot be cancelled unless SHE EDGE agrees in writing. Deposits, advance payments and amounts committed to custom or specially arranged stock are non-refundable except where written transaction terms expressly provide otherwise.

Buyers must not make an unauthorized deduction, set-off, chargeback or payment reversal in place of following the claim process. A disputed amount does not suspend payment obligations for undisputed stock. SHE EDGE reserves its contractual and legal rights in relation to improper payment reversals or unpaid invoices.

An occasional written exception, commercial accommodation or goodwill solution does not change this policy or create a precedent for another buyer, order or future transaction.

We may update this policy to reflect changes in our B2B operations, claim procedures, products, delivery arrangements, website or applicable legal requirements. The version published on this page will carry its effective or last-updated date. An order remains subject to the policy and written commercial terms applicable when that order was confirmed, unless the parties agree otherwise in writing.

For a policy question or eligible claim, contact SHE EDGE using the details below. For faster assessment, use the subject line “Damage Claim — [Invoice Number]”.