Refund policy

Refund Policy

At MS Pearl, customer satisfaction is our priority. Please read the following policy carefully before placing an order, as these terms govern returns, exchanges, and refunds in compliance with standard Pakistani e-commerce practices.

1. Eligibility for Returns & Refunds

• Returns and refunds are only accepted within 10 calendar days from the date of delivery.
• After 10 days, no return, exchange, or refund requests will be accepted under any circumstances.

2. Damaged Item on Delivery

• If your product is delivered in a damaged condition, you must notify us within 48 hours (2 days) of receiving the item.
• Damaged products reported within the 48-hour window will be eligible for free-of-cost replacement.
• Damaged products will not be replaced after 48 hours, regardless of the condition.

3. Valid Return Process

To initiate a valid return or exchange:

  1. Contact Us:
    The customer must contact us through our official support channel within the eligible time frame.
  2. Return Address:
    Our team will provide the return shipping address after confirmation.
  3. Return Shipment:
    The customer must ship the item back to the provided address.
    (Return shipping cost is the responsibility of the customer unless stated otherwise.)
  4. Inspection of Returned Item:
    Once received, our team will verify:
    • Product is not damaged or broken
    • No signs of use or tampering
    • Packaging is not excessively damaged
  5. Refund / Exchange Approval:
    After inspection, if approved, we will process:
    • Exchange, or
    • Refund (shipping charges will be deducted)

4. Deductions & Non-Refundable Charges

• Delivery/shipping charges are non-refundable.
• Return shipping costs (if applicable) are borne by the customer.

5. Conditions for Non-Acceptance

We reserve the right to refuse a return or refund if:
• The request is made after 10 days
• The damaged item is reported after 48 hours
• The product is used, altered, or damaged
• Original packaging is missing or excessively damaged

6. Processing Timelines

• Inspections typically take 2-4 business days after receiving the parcel.
• Approved refunds will be processed using the original payment method or any mutually agreed method.