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    Quality Policy

    Quality Policy - Love It Or Burn It

    At Imperial Highland Supplies, your satisfaction is our number one priority. We work hard to ensure that our kilts are capable of not just meeting, but exceeding your expectations. Still, we know it's hard to trust the quality of a product when you're shopping online and not able to see or touch it for yourself.

    That's why we have instituted our 100% Satisfaction Love It or Burn It Guarantee!

    What Is the 100% Satisfaction Love It or Burn It Guarantee?

    We stand behind the quality of our kilts fully and that means that we won't ever make you pay for a kilt that doesn't meet your high standards. With our satisfaction guarantee, we'll refund your money fully if you're dissatisfied with the quality or appearance of your kilt.

    How Does the 100% Satisfaction Love It or Burn It Guarantee work?

    The 100% Satisfaction Love It or Burn It Guarantee couldn't be easier. If you don't love your kilt, all that you have to do is take it to a safe place and burn it. That's right--you light your kilt on fire, let it burn and take a video or picture of it. Send it to us via email at inquiry@imperialhighlandsupplies.com and we'll refund the full amount of your purchase right to your credit card or PayPal. You'll only have to pay for the match to light it!

    What Does the 100% Satisfaction Love It or Burn It Guarantee cover?

    The 100% Satisfaction Love It or Burn It Guarantee covers any defect, style or quality concern. If you're not pleased with the following things:

    - Quality of the fabric

    - Workmanship or stitching

    - Cutting or finishing

    - Quality or strength of the buttons or hardware

    - Any other manufacturing feature

    -your purchase qualifies for the 100% Satisfaction Love It or Burn It Guarantee.

    Is there anything that the 100% Satisfaction Love It or Burn It Guarantee doesn't cover?

    Our satisfaction guarantee is designed to give you confidence that you're purchasing a kilt that is of exceptional quality, so it covers all aspects of workmanship; however, because our kilts are made to measure and based on sizes that our customers provide, the guarantee does not apply for measuring issues. Please contact us if your kilt doesn’t fit properly for further guidance.

    We cannot provide satisfaction guarantee refunds. As a result, it's important that you take the time to carefully measure yourself or the person for whom you're shopping for prior to ordering. If you're not sure how to measure correctly, please contact us for assistance before you place your order, so that we can guide you through the process and help you get accurate measurements.

    How can I be sure my purchase qualifies for the 100% Satisfaction Love It or Burn It Guarantee?

    If you're not sure whether or not your concern is covered by the satisfaction guarantee, please contact us prior to burning your kilt. We'll be glad to discuss your concerns with you and work with you to come to a fair resolution. You can contact us by phone at 

    +92 52 357 4340 or by email at inquiry@imperialhighlandsupplies.com

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    Exchanges

    Received an item that doesn't fit or is not suitable? No problem, our exchanges and returns policies are designed to make that as easy as possible.

    We're happy to exchange most items if they are the wrong size or color, but unfortunately engraved or custom-made items like custom made sizes kilts, jackets, dresses etc... cannot be exchanged or refunded unless a manufacturer's fault is found with them

    • The easiest and fastest way to process your exchange is to purchase the replacement items in a new order, then return the unsuitable items for a refund.
    • Alternatively, you can send them back to us for an exchange and we'll post out the replacements to you. You can process your exchange via our online exchange system.
    • Once we receive your returned items back, we'll get the replacements sent out
    • normally this takes anywhere from a few days to a week or two depending on how long it takes the items to come back to us.
    • Goods can be return within 14 days if you no longer needed. But custom made goods can't be return, exchange or refund.

    Overseas

    To exchange an item, please purchase a replacement item in a new order, and then return the unsuitable items for a refund.

    Combine Shipping

    If you are thinking of exchanging something - remember that you can combine the replacement item with any other items you may wish to purchase, and only pay shipping for the combined order.

    Returns

    If you would like to return an item for a refund, please send it back to us at the following address, including the following information:

    • Your order number
    • Why the item is being returned
    • If the item is faulty in any way

    Return Address:

    Imperial Highland Supplies
    Mehar Town, Eminabad Road
    Opp: KM Ashraf
    Sialkot - 51310
    Pakistan

    Note:

    • We offer a refund policy for most items. Engraved or custom-made items cannot be refunded unless a manufacturer's fault is found with them.
    • Buyers must return goods within 14 days of receiving the order (this is extended to 14 days after Christmas when purchasing Christmas gifts).
    • It is the buyer's responsibility to ensure any returned goods reach us in satisfactory condition.
    • Please ensure that all bags/tags/labels untorn and still attached.
    • To minimize processing time and speed up your exchange/refund, please ensure that any items returned are free from odor and pet hair, are folded as neatly as possible and sent in secure, protective wrapping.
    • We make an effort to ensure the goods reach you in great condition - we'd really appreciate you returning the favor.
    • Buyers will pay return charges and buyers returning goods from anywhere must clearly state on the outside of the package and on any customs documentation that the goods are 'Returned Goods' to allow them to clear customs without generating additional charges.

    Drop Us A Line

    We’re happy to answer any questions you have or provide you with an estimate. Just send us a message in the form below with any questions you may have.

    Thanks for contacting us. We'll get back to you as soon as possible.

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