Return and Refund Policy

At MartSela, your satisfaction is our top priority. If you're not completely happy with your purchase, we offer a straightforward return and refund process. Please read the policy below to understand your rights, eligibility, and the steps involved.

1. 7‑Day Easy Return

You can request a return within 7 days of receiving your order. The count starts from the date the courier delivers the package to you.

2. Eligibility for Return

To qualify for a return, the item must meet these conditions:

  • The product is unused, unworn, and in original condition.
  • The product is returned with original packaging, tags, and any accessories.
  • The item is free from any damage, stains, or signs of wear and tear.

For hygiene reasons, certain products such as personal care items may not be eligible for return unless they arrived damaged or defective.

3. How to Request a Return

To initiate a return, contact our support team through any of the following:

Please provide the following details:

  • Order number
  • Reason for return
  • Clear photos or a short video (if the product arrived damaged)

Our team will review your request and respond within 24 hours. If approved, you'll receive return instructions including the return address.

4. Return Shipping

If the return is due to an error on our part (wrong item, damaged product, or manufacturing defect), MartSela will cover the return shipping cost. In all other cases, the customer is responsible for return shipping charges.

We recommend using a traceable courier service (e.g., TCS, Leopard, PostEx) to ensure your return reaches us safely.

5. Refund Process

  • Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund.
  • If approved, a full refund will be issued for the product price (excluding original shipping charges, if any).
  • Refunds are processed within 3–5 working days after approval.

Refund Methods:

  • Cash on Delivery (COD) orders: Refund will be issued via bank transfer, JazzCash, EasyPaisa, or any other convenient digital channel.
  • Prepaid orders (credit/debit card): Refund will be credited back to the original payment method within 5–10 working days, depending on your bank.

6. Exchanges

If you received a damaged or wrong product, we offer a free replacement instead of a refund if you prefer. Simply state your preference when you contact us. Exchanges are processed within 2–3 working days after we receive the returned item.

7. Important Notes

  • Returns requested after the 7‑day window will not be accepted.
  • Items returned without prior approval (RMA) will not be processed.
  • MartSela reserves the right to refuse a refund if the returned product does not meet the eligibility criteria.
  • For any disputes, our consumer support team is always available to assist. We believe in fair resolution.

8. Consumer Rights in Pakistan

This policy is framed in accordance with general consumer protection principles applicable in Pakistan. It does not override your statutory rights under the Punjab Consumer Protection Act, 2005 or any similar consumer legislation in your province. If you believe your rights have been violated, you may contact the relevant consumer court or authority, though we encourage resolving the matter directly with us first.

9. Contact

For questions about returns, refunds, or any policy‑related matter, reach us at returns@martsela.com or +92 339 616 1116. We're here to help.

Last updated: April 2026