Refund policy

Maria Faisal is an international multi-brand store delivering 100% authentic Pakistani designer wear to clients worldwide. As a platform, we serve as a gateway and not the manufacturer of any items. This policy outlines your rights and our responsibilities when it comes to refunds, returns, and order issues.

For full legal terms, please also review our Terms & Conditions.

 

1. ELIGIBILITY FOR REFUND

Refunds are only issued under strict conditions:

1.1 You are eligible for a refund if:

  • You receive a physically damaged item (must be reported within 24 hours of delivery with a continuous unboxing video).

  • You receive a wrong item (style, color, or article).

  • Any item (Like Potli Bag) is proven missing via the unboxing video.

1.2 You are not eligible for a refund if:

  • You raise a complaint after 24 hours of receiving the parcel.

  • The complaint lacks an unboxing video from the moment the sealed parcel is opened.

  • The complaint is based on personal expectations such as "quality not as expected" or "not worth the price."

  • Minor differences occur in shade, embroidery layout, or fabric due to designer discretion or studio lighting.

  • You ordered a stitched outfit (custom or standard sizing). 

  • We are not responsible for any issues arising from incorrect custom measurements provided by the customer.

  • You refuse to accept delivery or delay collection from the courier.

  • You reject the parcel due to customs duties.

2. Order Cancellations

Orders may only be cancelled within 12 hour of placing them. Cancellation requests beyond that time cannot be accepted due to production queues and designer restrictions.

All cancellations are subject to the following processing fee to recover payment gateway and admin charges:

  • UK Orders: £25 flat fee

  • International Orders: £25 or equivalent in local currency

This fee is non-refundable and will be deducted from any cancellation-related refund.

 

3. Return Policy

3.1 Returns are only accepted if:

  • The item is damaged or incorrect (with proper unboxing video proof).

  • Our support team has reviewed and approved your case in writing (via email or WhatsApp).

3.2 Return Conditions:

  • The customer must ship the product back to our designated Pakistan return address, provided upon approval.

  • The return shipping cost is the responsibility of the customer.

  • The item must be unused, unstitched (if applicable), and in original packaging.

 

4. CUSTOM ORDERS & TAILORING

4.1 All stitched items are treated as custom orders, whether standard size or tailored. As such, they are non-refundable under UK and international consumer laws for bespoke items.

4.2 Minor fitting tolerances (±1.5 inches) are considered acceptable and do not qualify for return.

4.3 Fabric limitations may result in slight variations from modeled styles. Designers often provide standard-length fabric, and adaptations may be necessary to complete your outfit.

4.4 Accessories such as linings, cancan, potli bags, or hijabs are made separately and are not covered under designer responsibility, therefore non-refundable.

 

5. DELIVERY & PARCEL ISSUES

5.1 We ship through Skynet Express with full tracking. Once marked as delivered, the responsibility lies with the courier.

5.2 If the parcel is lost or refused:

  • If returned to Pakistan, the customer must pay for re-shipping.

  • If lost due to customer refusal or delay, no refund will be issued.

5.3 We assist with courier claims but do not issue direct compensation unless the fault is clearly ours.

 

6. CUSTOM DUTIES & INTERNATIONAL SHIPPING

  • All custom/import duties are the sole responsibility of the customer.

  • If the customer refuses to pay customs charges, any resulting parcel return or loss will not be refunded.

  • Maria Faisal will not reimburse or refund any tax, duty, or clearance fees incurred at the destination.

 

7. REFUND PROCESSING

7.1 Approved refunds are processed within 7–10 business days via the original payment method.

7.2 Shipping fees, add-ons (lining, cancan, hijab), and return costs are strictly non-refundable. 

7.3 No refund will be issued until the item is received and inspected, if return is approved.

 

8. CHARGEBACKS & FRAUD PREVENTION

  • If you have concerns, contact our team first. We are here to help.

  • False or malicious chargebacks will be considered fraudulent and reported to the payment gateway and legal authorities.

  • We maintain full records, including: parcel photos, measurement forms, courier proofs, and order notes.

 

9. LEGAL COMPLIANCE

Our policies comply with:

  • UK Consumer Rights Act 2015 – Bespoke/custom goods are exempt from refunds.

  • Consumer Contracts Regulations 2013 (UK)

  • U.S. Federal Trade Commission (FTC) Guidelines

  • EU Consumer Law for international e-commerce

10. CONTACT US

If you need assistance or clarification, please reach out:

 Email: support@mariafaisal.com
 WhatsApp: +44 7401 881858
 Website: www.mariafaisal.com