Refund policy

Mayasar is an international multi brand platform providing 100 percent authentic Pakistani designer wear to customers worldwide. We operate as a retailer and facilitator, not the manufacturer of the products listed. This policy explains your rights and our responsibilities regarding refunds, returns, cancellations, and order related concerns.

For complete legal coverage, please also review our Terms and Conditions.

1. Eligibility for Refund

Refunds are issued only under the strict conditions below.

1.1 You may be eligible for a refund if:

  • You receive a physically damaged item, reported within 24 hours of delivery with a continuous unboxing video starting from the sealed parcel.

  • You receive an incorrect item, including wrong style, colour, or article.

  • Any accessory or included item is proven missing through the unboxing video.

1.2 You are not eligible for a refund if:

  • The complaint is raised after 24 hours of delivery.

  • The complaint does not include a continuous unboxing video.

  • The issue relates to personal preference, including quality expectations or perceived value.

  • Minor variations occur in shade, embroidery placement, or fabric due to lighting, photography, or designer discretion.

  • The item ordered is stitched, tailored, or made to size.

  • Incorrect measurements were provided by the customer.

  • Delivery is refused or collection from the courier is delayed.

  • The parcel is rejected due to customs duties or import charges.

2. Order Cancellations

Orders may be cancelled only within 12 hours of placement. Cancellation requests after this period cannot be accepted due to production processing and designer commitments.

All approved cancellations are subject to a non refundable processing fee to cover payment gateway and administrative costs:

  • UK orders: £20 flat fee

  • International orders: £25 or equivalent local currency

This fee will be deducted from any eligible refund.

3. Return Policy

3.1 Returns are accepted only when:

  • The item is confirmed damaged or incorrect with valid unboxing proof.

  • Written approval is provided by our support team via email or WhatsApp.

3.2 Return conditions:

  • The item must be shipped to our designated Pakistan return address after approval.

  • Return shipping costs are the responsibility of the customer.

  • Items must remain unused, unstitched where applicable, and in original packaging.

4. Custom Orders and Tailoring

  • All stitched garments are treated as custom or bespoke items, including standard size stitching, and are non refundable under applicable UK and international consumer laws.

  • Minor fitting tolerance up to ±1.5 inches is considered acceptable and does not qualify for return.

  • Fabric limitations may cause slight variation from model images, as designers provide fixed fabric lengths.

  • Add ons such as lining, cancan, hijab, or potli bag are produced separately and are non refundable.

5. Delivery and Parcel Responsibility

  • Orders are shipped using tracked courier services. Once marked delivered, responsibility transfers to the courier and recipient.

  • If a parcel is returned to Pakistan, the customer must pay reshipping charges.

  • Parcels lost due to refusal, non collection, or customer delay are not eligible for refund.

  • We assist with courier investigations but do not provide compensation unless the fault is directly ours.

6. Customs Duties and International Shipping

  • All import duties, taxes, and clearance fees are the sole responsibility of the customer.

  • Refusal to pay customs charges resulting in return or loss of parcel will not qualify for refund.

  • Mayasar does not reimburse customs, tax, or clearance payments under any circumstance.

7. Refund Processing

  • Approved refunds are issued within 7 to 10 business days through the original payment method.

  • Shipping fees, add ons, processing fees, and return shipping costs are strictly non refundable.

  • Refunds are processed only after the returned item is received and inspected where applicable.

8. Chargebacks and Fraud Prevention

Customers are encouraged to contact our support team before initiating a dispute.

False or abusive chargebacks will be treated as fraudulent activity and may be reported to payment processors and relevant authorities. We maintain complete records including parcel images, measurement submissions, courier confirmation, and order documentation.

9. Legal Compliance

This policy is drafted in accordance with applicable consumer protection frameworks, including:

  • UK Consumer Rights Act 2015, including exemptions for bespoke goods

  • UK Consumer Contracts Regulations 2013

  • Relevant United States and European Union e commerce consumer guidelines

10. Contact Information

For assistance or clarification, please contact:

WhatsApp: +44 7848 172936
Email: support@mayasar.co.uk
Website: https://mayasar.co.uk/