Return & Refund Policy

Last Updated: January 2024

At Mustaqil, we want you to be completely satisfied with your purchase. If you're not happy with your order, we offer a hassle-free return and refund policy to ensure your peace of mind.

1. Return Period

We accept returns within 30 days of the delivery date. Items must be returned in their original condition with all tags and packaging intact.

  • Unused Products: Full refund for unopened and unused products in original packaging
  • Defective Products: Full refund or exchange for products with manufacturing defects
  • Wrong Items: Full refund or exchange if you received the wrong product

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Used toothbrush heads and replacement heads
  • Opened toothpaste tubes
  • Used dental floss
  • Opened mouthwash bottles
  • Personalized or custom items
  • Gift cards
  • Items marked as "Final Sale"

3. How to Initiate a Return

To start a return, please follow these steps:

  • Step 1: Contact our customer service at returns@Mustaqil.com or call +92 300 1234567
  • Step 2: Provide your order number, email address, and reason for return
  • Step 3: Receive a Return Authorization (RA) number and return shipping label
  • Step 4: Pack the item securely with original packaging and include the RA number
  • Step 5: Ship the package using the provided label or your preferred courier

4. Return Shipping

Free return shipping is provided for:

  • Defective products
  • Wrong items shipped
  • Damaged items during shipping

For all other returns, the customer is responsible for return shipping costs. We recommend using a trackable shipping method.

5. Refund Process

Once we receive and inspect your return, we will process your refund within 5-7 business days.

  • Original Payment Method: Refunds will be credited to the original payment method (JazzCash, EasyPaisa, or credit card)
  • Store Credit: You may opt for store credit which will be available immediately
  • COD Orders: Refunds will be processed via bank transfer or EasyPaisa

6. Partial Refunds

In certain situations, partial refunds may be granted:

  • Items returned after the 30-day window (at our discretion)
  • Items with signs of use or damage not caused by us
  • Missing original packaging or accessories

7. Damaged or Defective Products

If you receive a damaged or defective product:

  • Contact us within 48 hours of delivery
  • Provide photos of the damaged/defective product
  • We will arrange a free pickup and send a replacement or full refund

8. Exchanges

We are happy to exchange your product for a different color, size, or model:

  • Exchange requests must be made within 30 days of delivery
  • Price differences will be charged or refunded accordingly
  • Subject to product availability

9. Cancellations

You can cancel your order before it ships:

  • Before Shipment: Full refund if cancelled within 2 hours of placing the order
  • After Shipment: Return the package following our return process
  • COD Orders: Contact us immediately to cancel before dispatch

10. Late or Missing Refunds

If you haven't received your refund:

  • Check your bank account or payment app (JazzCash/EasyPaisa)
  • Allow 5-10 business days for the refund to appear
  • Contact your bank or payment provider
  • If the issue persists, contact us at refunds@Mustaqil.com

11. Contact Us

For any questions about returns or refunds:

  • Email: returns@Mustaqil.com
  • Phone: +92 300 1234567
  • WhatsApp: +92 300 1234567
  • Hours: Monday - Saturday, 9:00 AM - 6:00 PM PKT