MASURI Exchange Policy

At MASURI, we are committed to providing a smooth and trustworthy shopping experience. If you experience an issue with your order, our team will be happy to assist you through a simple and transparent exchange process.

Exchange Eligibility

Exchange requests can be made within 7 days of receiving your order.

You may request an exchange if:

• You receive a wrong item
• You receive a damaged or defective product
• An item is missing from your order
• The product received is significantly different from the description provided on our website

Non-Eligible Cases

Exchange requests will not be accepted in the following cases:

• Change of mind after purchase
• Slight color variations due to photographic lighting or screen settings
• Minor thread irregularities that do not affect product quality
• Products that have been used, washed or altered
• Products without original packaging or tags
• Exchange requests submitted after 7 days of delivery

Product Condition Requirements

To qualify for an exchange, the product must be:

• Unused and unwashed
• In its original condition
• Returned with original packaging and tags intact
• Free from stains, perfume or any signs of use

How to Request an Exchange

To initiate an exchange request:

• Contact our support team through the WhatsApp button available on our website.
• Share your order number along with clear pictures of the product.
• For damaged, defective or incorrect items, an unboxing video is recommended to help us review your request more efficiently.
• Our team will review your request within 24–48 working hours.

Exchange Approval & Processing

Once your exchange request is approved:

• Our team will guide you through the return process.
• The replacement item will be dispatched within 3–5 working days after receiving and reviewing the returned product.

Shipping Charges

MASURI will cover the shipping costs for exchanges in cases involving:

• Wrong item received
• Damaged or defective product
• Missing item

For all other approved exchange requests, shipping charges may apply.

Thank you for choosing MASURI.

MASURI Refund Policy

At MASURI, customer satisfaction is important to us. We aim to provide a fair and transparent resolution process while protecting both our customers and our brand.

As a standard practice, we encourage exchanges or replacements whenever possible. Refunds are offered only when an issue cannot be resolved through an exchange or replacement.

Refund Eligibility

You may be eligible for a refund in the following situations:

• You receive a wrong item and a replacement is unavailable.
• You receive a damaged or defective product and a replacement is unavailable.
• An item is missing from your order and cannot be fulfilled.
• Your order is confirmed but becomes unavailable due to stock issues.
• A duplicate payment has been made for the same order.
• An issue with your order cannot be resolved through exchange or replacement.

Non-Eligible Cases

Refund requests will not be accepted in the following cases:

• Change of mind after purchase
• Product no longer required
• Slight color variations due to photographic lighting or screen settings
• Courier-related delivery delays
• Products that have been used, washed or altered
• Products returned without original packaging or tags
• Refund requests submitted after the eligible period

Refund Request Timeline

Refund requests must be submitted within 7 days of receiving your order.

How to Request a Refund

To initiate a refund request:

• Contact our support team through the WhatsApp button available on our website.
• Share your order number and details of the issue.
• Provide clear pictures of the product.
• For damaged, defective or incorrect items, an unboxing video is recommended to help us review your request efficiently.

Review & Approval Process

Our team will review your request within 24–48 working hours.

If your request meets our refund criteria and the issue cannot be resolved through exchange or replacement, your refund will be approved.

Refund Method

Approved refunds will be processed through the original payment method whenever possible.

For Cash on Delivery (COD) orders, refunds will be made via bank transfer or an approved digital payment method.

Customers may be asked to provide accurate account details to facilitate the refund process.

Refund Processing Time

Once approved, refunds are processed within 7–10 working days.

Processing times may vary depending on banks or payment service providers.

Shipping Charges

Original shipping charges are non-refundable unless the refund is due to:

• Wrong item received
• Damaged or defective product
• Missing item
• An error on the part of MASURI

Thank you for choosing MASURI.

Incorrect, Missing & Damaged Items Policy

At MASURI, we take great care to ensure that every order is packed accurately and delivered in excellent condition.

In the unlikely event that you receive an incorrect, missing or damaged item, we are committed to resolving the issue quickly, fairly and transparently.

If we make a mistake, we take full responsibility to correct it.

What Qualifies for Assistance?

You may contact us if you receive:

Incorrect Item

• A different article than the one ordered
• An incorrect print or design
• An incorrect fabric type
• An incorrect quantity

Missing Item

• A missing product from your order
• Missing components from your order

Damaged Item

• Torn fabric
• Fabric cuts or holes
• Visible stains
• Major printing defects
• Major weaving defects
• Transit damage affecting product quality

Non-Eligible Cases

Claims will not be accepted in the following cases:

• Slight color variations due to photographic lighting or screen settings
• Minor thread irregularities that do not affect product quality
• Minor wrinkles caused by packaging or transit
• Damage caused after delivery
• Products that have been used, washed or altered
• Products returned without original packaging or tags
• Claims submitted after the reporting timeline

Reporting Timeline

Incorrect, missing or damaged item concerns must be reported within 24 hours of receiving your order.

Requests submitted after this period may not qualify for replacement, exchange or refund.

How to Report an Issue

To report an issue:

• Contact our support team through the WhatsApp button available on our website.
• Share your order number.
• Provide clear pictures of:
  • The item received
  • The packaging
  • The courier label attached to the parcel
  • The affected area (if applicable)
• An unboxing video is strongly recommended to help us review your request efficiently.

Review & Verification Process

Our team will review your request within 24–48 working hours.

Additional information may be requested if required for verification.

Resolution Process

Once your claim is verified, we will resolve the issue through one of the following options:

• Replacement of the affected item
• Exchange for another available article
• Refund if the issue cannot be resolved through replacement or exchange

Shipping Charges

All shipping costs related to verified claims will be covered by MASURI.

Customers will not be charged any additional shipping fees for approved cases.

Product Condition Requirements

To qualify for a replacement, exchange or refund, the item must be:

• Unused and unwashed
• In its original condition
• Returned with original packaging and tags intact
• Free from stains, perfume or any signs of use

Thank you for choosing MASURI.