Return & Refund Policy

Last Updated: September 2026

At Essa Musa Mall, we want our customers to be satisfied with their purchases. If you receive a product that is damaged, defective, incorrect, or does not meet the conditions described below, you may request a return or exchange according to this policy.

1. Return & Exchange Period

Customers can request a return or exchange within 7 days of receiving the order.

After 7 days, we may not be able to accept a return or exchange.

2. Conditions for Return or Exchange

To be eligible for a return or exchange, the product must:

Be unused and unworn.
Be in its original condition.
Have the original tags and labels attached.
Be returned with its original packaging, where applicable.
Not have any stains, damage, washing marks, perfume smell, or signs of use.
Be accompanied by the order details or proof of purchase.

For clothing products, the item must not have been washed, altered, ironed in a way that damages the product, or otherwise used.

3. Damaged or Incorrect Products

If you receive:

A damaged product
A defective product
The wrong product
The wrong size/color compared with your confirmed order

please contact us as soon as possible after receiving your order.

We may request clear photographs or videos of the product to verify the issue.

If the issue is confirmed, we may offer a replacement, exchange, or refund depending on the circumstances and product availability.

4. Change of Mind

If you simply change your mind after purchasing a product, the return or exchange may be subject to our eligibility conditions.

The product must be unused, unworn, unwashed, and in its original condition with tags attached.

Any applicable return delivery charges may be the customer’s responsibility.

5. Size Exchange

If you receive the correct product but need a different size, you may request a size exchange within 7 days of delivery, subject to availability.

The product must be unused, unworn, unwashed, and have its original tags attached.

If the requested size is unavailable, we may offer another available option or another appropriate resolution.

6. Non-Returnable Items

The following products may not be eligible for return or exchange:

Products that have been worn or washed.
Products without their original tags.
Products damaged after delivery due to customer use.
Customized or altered products.
Products returned after the applicable return period.
Products that are not in their original condition.

7. Refund Process

Once the returned product is received and inspected, we will notify you whether your refund request has been approved or rejected.

If approved, the refund will be processed using the applicable payment/refund method.

For Cash on Delivery orders, we may contact the customer to obtain the necessary information required to process an eligible refund.

Refund processing time may vary depending on the payment method and financial institution.

8. Return Shipping Charges

If the return is due to a mistake on our part, such as receiving an incorrect, defective, or damaged product, Essa Musa Mall may cover the applicable return delivery cost.

If the return is requested for reasons such as change of mind or size preference, the customer may be responsible for the applicable return delivery charges.

9. Order Cancellation

Customers may request cancellation of an order before it has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

10. How to Request a Return or Exchange

To request a return, exchange, or refund, please contact us with:

Your name
Order number
Phone number
Product name
Reason for return/exchange
Clear photographs or videos, if applicable

11. Inspection of Returned Products

All returned products are subject to inspection.

If the returned product does not meet the conditions of this policy, we reserve the right to reject the return or exchange request.

12. Policy Changes

Essa Musa Mall reserves the right to update or modify this Return & Refund Policy when necessary.

Any changes will be published on this page with an updated revision date.

13. Contact Us

If you have any questions regarding returns, exchanges, cancellations, or refunds, please contact Essa Musa Mall through the contact information available on our website.

Essa Musa Mall
Website: essamussamall.com
Phone: +92 316 8796103
Email: essamussamall@gmail.com
Address: Shop No. 1, Ground Floor, Sardar Plaza, 6th Road, Murree Road,Near Metro Station Rawalpindi

Return & Refund Policy