Refund policy

Return & Exchange Policy

At Muntaha Store, we want you to be completely satisfied with your purchase. We carefully check every order before dispatch. If you need an exchange, please review the following policy.

1. Exchange Period

We offer exchanges within 7 days of delivery.

Customers must contact Muntaha Store within 7 days of receiving the order to request an exchange.

2. Exchange Conditions

To be eligible for an exchange, the product must:

  • Be unused and unworn.

  • Be unwashed and undamaged.

  • Not be cut, stitched, altered, or modified in any way.

  • Be returned in its original packaging.

  • Have all original tags, labels, and accessories attached, where applicable.

Products that do not meet these conditions may not be accepted for exchange.

3. Sale & Discounted Items

Sale and discounted items are also eligible for exchange, provided they meet all the exchange conditions mentioned above.

Sale items are eligible for exchange only and are not eligible for a cash refund.

4. Exchange Shipping Charges

Muntaha Store offers free delivery on orders of Rs. 3,000 or above.

For exchanges due to customer preference, size issues, or change of mind, the return and exchange shipping charges will be paid by the customer.

If the product received is wrong, defective, or damaged due to an issue from our side, Muntaha Store will bear the applicable return/exchange shipping cost.

5. Wrong, Damaged or Defective Products

If you receive a wrong, damaged, or defective product, please contact us within 48 hours of delivery.

Please provide:

  • Your order number

  • Clear pictures of the product

  • Clear pictures of the packaging

  • A short video, if required

After reviewing the issue, our team will guide you through the exchange process.

6. Non-Exchangeable Products

Products will not be eligible for exchange if they have been:

  • Cut

  • Stitched

  • Altered

  • Washed

  • Worn or used

  • Damaged by the customer

Any product returned without prior approval may be refused.

7. How to Request an Exchange

To request an exchange, please contact us through WhatsApp, phone, or email.

Phone / WhatsApp: 0321-8865556
Email: muntahastore.official@gmail.com

Please provide your order number and the reason for exchange.

Our team will guide you through the exchange procedure.

8. Exchange Processing

Once the returned product is received, it will be inspected to ensure that it meets our exchange conditions.

After successful inspection, the replacement product will be processed, subject to availability.

If the requested replacement is unavailable, our team will contact you to discuss the available options.

9. Refund Policy

Muntaha Store primarily offers exchange rather than refunds.

Cash refunds are not normally available for customer-preference exchanges, size issues, or change-of-mind requests.

Cases involving wrong, defective, or damaged products will be reviewed individually by our team and resolved appropriately.

10. Important Note

Please do not cut, stitch, wash, alter, or use the product before confirming that you are satisfied with your purchase.

All exchange requests are subject to product inspection and approval.

11. Damaged, Wrong or Defective Parcel & Unboxing Video

To protect both our customers and Muntaha Store, we strongly recommend that customers record a clear, continuous video while opening the parcel.

The video should start before opening the package and clearly show:

  • The condition of the parcel/package before opening.

  • The courier packaging and shipping label.

  • The complete unboxing process.

  • The product and its condition immediately after opening.

If the parcel arrives damaged, opened, tampered with, or the product is wrong, defective, or damaged, the customer must provide the unboxing video as proof and contact Muntaha Store within 48 hours of delivery.

After reviewing the unboxing video and the reported issue, Muntaha Store may offer an appropriate exchange or refund, depending on the nature of the issue.

Important

For claims involving a damaged, defective, wrong, or missing item, an unboxing video is required as proof.

If no unboxing video is available, Muntaha Store may not be able to approve a refund or exchange for damage, missing items, or issues that could have occurred after delivery.

This requirement helps us verify the condition of the product at the time the parcel was opened and ensures a fair process for both the customer and Muntaha Store.

Customer-preference exchanges, change-of-mind requests, or other eligible exchanges remain subject to our standard 7-day Return & Exchange Policy and applicable shipping charges.

Contact Us

Muntaha Store
Phone / WhatsApp: 0321-8865556
Email: muntahastore.official@gmail.com
Address: Near First Capital Tower, Gulberg 2

We are always happy to assist you with your order.