Refund policy

Return & Refund Policy

At Musa Mart, we want you to be happy with every order. If something isn't right, please read the policy below and contact us — we'll help you sort it out quickly.

1. Return Window

You may request a return within 3 days of receiving your order.

Requests made after 3 days cannot be accepted, as our products are cleaning, pest-control and personal-care items with limited shelf handling.

2. Conditions for a Return

To be eligible, the item must be:

  • Unused and unopened, with the original seal and safety cap intact
  • In its original packaging, including box, labels and any free items
  • Accompanied by the order number and proof of purchase (invoice or SMS/WhatsApp confirmation)
  • Requested within the 3-day window stated above

3. Items We Cannot Accept

For hygiene and safety reasons, the following cannot be returned or refunded:

  • Any bottle that has been opened, sprayed, applied or used, even once
  • Hair removal spray and other personal-care products once the seal is broken
  • Products damaged by misuse, incorrect use, or storage after delivery
  • Items returned without prior approval from our team
  • Products returned after the 3-day window

Please note: an allergic reaction, a change of mind about the scent, or a preference for a different result is not grounds for a refund on an opened personal-care product. We strongly recommend a patch test before full use, as instructed on the label.

4. Damaged, Wrong or Missing Items

If you receive a leaking, broken, incorrect or incomplete order, we take full responsibility.

  • Contact us on WhatsApp within 24 hours of delivery
  • Send a clear photo or unboxing video showing the parcel and the issue
  • Once verified, we will send a free replacement or issue a full refund, whichever you prefer
  • In these cases, Musa Mart pays all courier charges — you pay nothing

We recommend recording a short unboxing video for every order. It makes claims of this type very fast to approve.

5. Return Shipping Charges

For all returns other than a damaged, defective or wrong item:

The customer is responsible for the return courier charges.

The parcel must be sent to our return address using a reliable courier service. Please share the tracking number with us on WhatsApp after dispatch. We are not responsible for parcels lost or damaged in transit on their way back to us.

Original delivery and handling charges are non-refundable.

6. How to Request a Return

  1. Message us on WhatsApp: +92 341 0700057
  2. Share your order number, registered phone number, and the reason for the return, with photos or video
  3. Our team will review your request and reply within 24–48 hours
  4. If approved, we will send you the return address and instructions
  5. Pack the item securely and courier it to us, then share the tracking number

Do not send any parcel back before your return is approved — unapproved returns will be refused.

7. Refunds

Once your returned item reaches us and passes inspection:

  • We will notify you on WhatsApp of approval or rejection
  • Approved refunds are processed within 5–7 working days
  • Cash on Delivery orders: refunded via bank transfer, EasyPaisa or JazzCash to the account you provide
  • Prepaid orders: refunded to the original payment method
  • The refund covers the product price only — delivery and return courier charges are not included

If the returned item arrives used, opened, damaged or incomplete, we may reject the refund and return the item to you at your cost.

8. Exchanges

We exchange items only if they arrive damaged, defective or incorrect. Message us on WhatsApp within 24 hours of delivery and we will arrange a replacement at no cost to you.

9. Order Cancellation

  • Orders can be cancelled free of charge any time before dispatch — just message us on WhatsApp
  • Once the parcel has been handed to the courier, it cannot be cancelled
  • Refused or undelivered COD parcels: repeatedly refusing delivery of confirmed COD orders may result in your number being blocked from future orders

10. Contact Us

Musa Mart

  • WhatsApp / Phone: +92 341 0700057
  • Website: https://www.themusastore.store/
  • Support hours: Monday to Saturday, 10:00 AM – 7:00 PM (PKT)

For any question about your order, a return or a refund, message us on WhatsApp — it's the fastest way to reach our team.

This policy applies to all orders placed on https://www.themusastore.store/. Musa Mart reserves the right to update this policy at any time; the version published on our website at the time of your order applies.