Return & Refund Policy

Your Satisfaction, Our Promise

At Mastaani, every piece is handcrafted with intention and love to become part of your story. We want you to love it as much as we do. If something isn't quite right, we're here to make it perfect—transparently and thoughtfully.

General Policy

We offer a 30-day return or exchange window from the date you receive your order. This applies only to eligible items with manufacturing defects, damage upon arrival, or genuine dissatisfaction (subject to inspection).

Return / Exchange Conditions

Contact us within 30 days of delivery at support@mastaani.pk with photos and your order number.
Item must be in original condition: unworn, undamaged, with all tags, packaging, certificates (e.g., GRA), and accessories intact.
Returns/exchanges are for defects or damage only—no change-of-mind for aesthetic preferences after wear.
You cover return shipping costs; we cover replacement shipping if approved.
Customized or personalized pieces (e.g., engravings, specific modifications) are non-returnable/non-exchangeable unless due to our manufacturing fault.

Refund Policy

Refunds processed within 7–10 business days after we receive and inspect the returned item.
Issued to the original payment method (no cash refunds).
A PKR 1,000 service fee applies to cover inspection, processing, and handling.
Original shipping fees (if any) are non-refundable.
If you used express delivery (PKR 5,000 fee), that charge is also non-refundable.
Sale/final sale items are non-returnable/non-refundable.

Damaged or Defective Items

If your piece arrives damaged or with a clear defect:

Notify us within 48 hours of delivery via support@mastaani.pk with clear photos of the item and packaging.
Refuse delivery if damage is obvious.
We'll arrange a replacement, repair, or refund promptly—no questions on genuine issues.

How to Initiate a Return or Exchange

Email support@mastaani.pk with your order number, reason, and photos.
Our team will review and provide return instructions (including address) within 1–2 business days.
Ship the item back securely (trackable preferred).
Once received and inspected, we'll confirm approval and process your refund/replacement.

Important Notes

All returns are subject to our quality inspection—items not meeting conditions may be returned to you at your expense.
We stand by our lifetime warranty for manufacturing defects beyond the 30-day window—contact us anytime for support.
Our policy reflects our commitment to ethical, made-to-order craftsmanship—no mass production means every return is handled personally.