Refund Policy

Introduction

At Masalay.pk, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we offer a hassle-free return and refund policy, subject to the following terms and conditions.

Returns & Exchange Eligibility

To be eligible for a return or exchange, the following conditions must be met:
✔ The item must be unused, unopened, and in its original packaging.
✔ The request must be made within 7 days of receiving the product.
✔ The product should not be damaged, altered, or consumed.
✔ Proof of purchase (order number, receipt, or invoice) is required.

Non-Returnable Items

The following items are not eligible for returns or refunds:
❌ Opened or used food products.
❌ Items purchased on sale or promotion.
❌ Products damaged due to mishandling after delivery.
❌ Customized or special-order items.

Refund Process

• Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
• Approved refunds will be processed within 7-10 business days through the original payment method.
• If you have not received your refund within the expected time, please check with your bank before contacting us.

Exchange Policy

• If you receive a damaged, defective, or incorrect product, we will offer a free exchange.
• You must report the issue within 24 hours of delivery by contacting our customer support team.
• We may request photos or videos as proof before approving the exchange.

Return Shipping

• Customers are responsible for return shipping costs unless the return is due to our error (wrong or defective product).
• We recommend using a trackable shipping service to ensure your return reaches us safely.

Order Cancellations

• Orders can be canceled before shipment for a full refund.
• Once the order has been dispatched, cancellations will not be accepted.

How to Initiate a Return?

To start a return, please contact us at:
📩 Email: support@masalay.pk
📞 Phone: +92-319-4000383

Masalay.pk reserves the right to update this policy at any time without prior notice.