Musa Scents wants customers to have a clear understanding of how returns, refunds, and exchanges are handled. This Refund & Return Policy explains the general conditions that apply to purchases made through our ecommerce store.
This is general business policy content for our store in Pakistan and is not legal advice. For case-specific help with your order, please contact support at [email protected].
Returns may be considered only for eligible items that are unused, unopened, and in their original condition and packaging, unless the item arrived damaged, defective, or incorrect.
To help us review your request, please contact us as soon as possible after receiving your order and provide your order number, a description of the issue, and clear photos where relevant.
If you receive a damaged item, defective item, or a product different from what you ordered, please contact Musa Scents promptly at [email protected]. We may ask for photos of the product, packaging, shipping label, and the issue reported.
After review, we may offer an exchange, replacement, store credit, partial refund, or full refund depending on the situation and product condition.
For hygiene, safety, product integrity, or commercial reasons, certain items may not be eligible for return once delivered, especially if opened or used. Non-returnable items may include:
If you are unsure whether your item is eligible, please contact us before sending anything back.
To request a return, refund, or exchange, please email [email protected] with relevant details. We may request:
Please do not send products back without first receiving return guidance from our support team. Unauthorized returns may be delayed, refused, or become ineligible for refund.
Once a return is received, we may inspect the item to confirm its condition and eligibility. Approval of a refund, exchange, or replacement is subject to this inspection and the facts of the case.
If the product does not meet return conditions, we may decline the request or return the item to you where appropriate.
If a refund is approved, it will generally be issued to the original payment method when possible. In some cases, store credit or another reasonable resolution may be offered depending on the payment method used and the nature of the issue.
Original shipping charges may be non-refundable unless the return is due to our error, a damaged item, or a wrong item sent.
Where appropriate and subject to stock availability, we may offer an exchange or replacement instead of a refund. If the same item is unavailable, we may discuss alternative options with you.
If the return is due to a damaged, defective, or incorrect item, we may cover return shipping or provide another suitable solution. If the return is requested for other eligible reasons, return shipping costs may be the customer’s responsibility unless we state otherwise.
We recommend using a trackable shipping method for approved returns where required, as we cannot guarantee responsibility for parcels lost in transit back to us unless arranged by us.
After receiving the returned item and completing inspection, we aim to process approved resolutions within a reasonable time. The time it takes for the refunded amount to appear may depend on your bank, card issuer, wallet provider, or payment method.
If you need to cancel an order, please contact us as soon as possible at [email protected]. Cancellation may only be possible before the order has been processed or dispatched. Once shipped, the order may fall under the return process instead of cancellation.
If an order is refused at delivery or remains undeliverable due to incorrect customer information, failed delivery attempts, or non-collection, any refund may be adjusted to account for shipping, return handling, or related costs where applicable.
We understand that some situations need individual review. If you have questions about whether your item is eligible, or you need case-specific support for a damaged parcel, missing item, refund status, or exchange request, please contact Musa Scents at [email protected].
