Refund policy

We want every piece to be right. This policy explains when an order can be returned, exchanged or refunded, and how to report a problem with a delivery.

Reporting a delivery problem

If your parcel arrives damaged, an item is missing, or the tracking shows delivered but you did not receive the order, contact us as soon as possible after delivery. The standard reporting window is within 5 hours of receiving the order. In rare or reasonable circumstances a report may be considered up to 24 hours after delivery, subject to review.

To review a claim we may ask for:

  • Your order number
  • Clear photographs of the parcel and of the product
  • A video recording showing the condition of the received parcel and product
  • Any other information reasonably required to investigate the claim

Where the issue is found to be attributable to Legacy By M or to the delivery process, we will arrange a replacement or re-issue of the affected product, subject to verification. Lost parcels and "delivered but not received" cases are investigated with our courier partner and may take up to 15 working days.

Cash on Delivery and opening the parcel

We currently do not offer open-parcel or open-box delivery. The applicable payment must be made to the courier before the parcel is opened. If you have a concern about the external condition of the parcel at the time of delivery, please contact our customer care team straight away.

Returns and exchanges — ready-stock items

For ready-stock products, tell us within 7 days of delivery if you would like to return or exchange an item.

We can accept:

  • Unused and unwashed items in their original packaging, with tags attached.
  • Items that arrived damaged, faulty, or different from what you ordered.
  • Items where the size or specification does not match your order confirmation.

We cannot accept:

  • Items that have been used, washed, altered, or stitched after delivery.
  • Items reported more than 7 days after delivery.
  • Sale items marked as final sale at the time of purchase.
  • Damage caused after delivery by misuse, improper handling, modification, washing, installation or storage.

Custom and made-to-measure orders

Because custom products are produced to your own specifications, they are subject to separate terms:

  • A custom order may be cancelled during the order-confirmation stage, before it is formally confirmed and the required advance is paid.
  • Once a custom order has been confirmed and the 50% advance payment has been received, the order cannot be cancelled and the advance is not refundable.
  • Custom orders are generally not eligible for return. Where there is a confirmed manufacturing or production issue attributable to Legacy By M, the product may be replaced or re-issued, subject to verification.
  • We cannot replace or exchange custom products where the issue results from incorrect customer-provided measurements or specifications, customer-requested design or material choices, misuse, customer damage, or alteration after delivery.

How to start a return or exchange

Contact us on WhatsApp at +92 307 7514494 or email info@legacybym.com within the applicable window, with your order number, the item concerned, and photographs or video where the item is damaged, faulty or incorrect.

We will confirm the return and arrange collection or share the return address. Please do not send anything back before we confirm.

Return shipping

  • If the item is damaged, faulty, incorrect, or the wrong size was sent by us, we cover the return shipping.
  • If you have changed your mind or ordered the wrong size yourself, the return shipping cost is yours.

Refunds

Once a returned item reaches us and passes inspection, we process the refund within 5 to 7 working days.

  • Cash on Delivery orders are refunded by bank transfer or Easypaisa / JazzCash, to an account in the name of the person who placed the order.
  • Where an order was paid in advance, the refund is issued to the original payment method.
  • Shipping charges are refunded only where the return is our fault.

Depending on your bank or wallet provider, a refund can take a few extra days to appear on your statement.

Exchanges

Exchanges for ready-stock items follow the same 7-day window. If the replacement costs more, we will share the payment details for the difference. If it costs less, we refund the difference.

Order cancellation

A ready-stock order can be cancelled at any time before it is dispatched. Custom orders follow the custom-order cancellation terms set out above and in our Shipping Policy.

Out-of-stock products

If a product becomes unavailable after your order is placed, we will contact you about availability and the options open to you.

Contact

Legacy By M
Address: 3/A6, Commercial Zone, Block H, Valencia, Lahore, 54800, Pakistan
Email: info@legacybym.com
Phone / WhatsApp: +92 307 7514494
Website: https://legacybym.com/