Overview

At Al-Masood, our customers are our first priority. Our customer care team will facilitate you on each step if you wish to exchange your purchased item.

The help you need is just a click away!

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Return Policy

We want you to be completely satisfied with your purchase from Al-Masood. If for any reason you are not entirely pleased with your order, we offer a hassle-free return policy to ensure your shopping experience is convenient and enjoyable.

Eligibility for Returns

Abayas

We accept returns on abayas within 7 days of the delivery date. The abayas must be unworn, unwashed, and in their original condition with all tags and packaging intact.

Perfume

Due to safety and hygiene reasons, we are unable to accept returns on perfume products. However, if you received a damaged or defective perfume, please contact our customer support team within 48 hours of delivery.

Islamic Books

We accept returns on Islamic books within 30 days of the delivery date. The books must be in their original condition, free from any marks, notes, or damage.

Return Process

To initiate a return, please contact our customer support team within the specified return period, mentioning your order number and the reason for the return.

They will provide you with further instructions and a return authorization if applicable.

For abayas and Islamic books, you may be responsible for return shipping costs unless the return is due to an error on our part, such as a defective or incorrect item.

Please ensure that the items are securely packaged to avoid damage during transit. We recommend using a trackable shipping method for your return.

Refunds

Once we receive and inspect the returned items, we will process your refund within 3 business days. The refund will be issued in the original payment method used during the purchase.

In case of a refund, the original shipping charges, if any, are non-refundable.

For items returned in accordance with this policy, we will refund the purchase price minus any applicable restocking fees, if applicable.

Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process outlined above and place a new order for the desired item.

Non-Returnable Items

The following items are non-returnable unless received in a damaged or defective condition: perfume products.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer support team within 48 hours of delivery. We will guide you through the return process and arrange for a replacement or refund, as applicable.

Please note that this return policy is subject to change without prior notice. We encourage you to review the policy periodically for any updates.

If you have any questions or need assistance, please don’t hesitate to contact our customer support team. We are here to help!

Exchange Policy

Domestic Orders

Valid Days of Exchange

Any article purchased online can be exchanged from us within 7 days, once the article has been delivered, given that the customer has proof of purchase.

For customers who opt for online exchange process, with a valid reason for exchange, won’t have to pay courier charges for exchange pickup.

Proof of Purchase

This includes an online order confirmation email.

Conditions Qualified for Exchange

Articles are qualified for change only if they are unused, all tags are intact, packing is in its original condition and original invoice is present.

Also, state a valid reason for requesting an exchange, such as if the article is defected, in wrong size, or incorrect.

In case of articles that are delivered in boxes such as the Abayas, must be returned with their original packaging.

Note:

Despite every effort to provide accurate images of each product’s color and design, actual colors and design may vary slightly, due to different device screen settings and lighting in the installation location.

Therefore, it doesn’t qualify as valid condition for exchange.

Process of Online Exchange

It usually takes 7-10 days to complete the online exchange process after it has been verified.

If customers are dissatisfied with the item or have ordered and received the size that won’t fit them then they would be asked to send the article back to us to our Headoffice.

However, if the item is defected or incorrect then the article will be picked up from the customer’s doorstep.

Items not Allowed for Exchange

Articles purchased on discount or on sale are not qualified for exchange.

Note:

For sale orders, exchanges will only be provided for valid reasons and exchange time will also take longer than usual.

For further assistance, you can contact our customer service department by emailing us at orders@al-masood.com or you can call us at +92-335-5102548.

Provide all the required information to our representative and if all the conditions of the exchange are met, we will schedule the pick-up from your doorstep.

International Orders

Currently, Al-Masood does not have an Exchange/Return policy for international orders.

However, if you were delivered an incorrect or damaged item then please contact our customer care department for further help.

Note:

Please take pictures of the package and invoice before opening your order and keep them with you unless you find your complete order intact.

It will be helpful to resolve your complaints timely, in case you receive an incorrect or damaged article.

Need help?

Contact us at orders@al-masood.com for questions related to refunds and returns.