Refund policy
At MSquare, customer satisfaction is important to us. Every order is carefully inspected before dispatch. However, if you receive an incorrect, damaged or defective product, or an eligible item does not meet your requirements, you may submit a return request according to the conditions below.
By placing an order with MSquare, you agree to this Return and Refund Policy.
1. RETURN REQUEST PERIOD
Eligible return requests must be submitted within 7 days from the date of delivery. Claims involving an incorrect, damaged, defective or incomplete product must be reported within 48 hours of delivery. Requests submitted after the applicable period may not be accepted.
2. CONDITIONS FOR RETURN
To qualify for a return, the product must be unused, unworn and unwashed. It must be free from stains, odours, makeup, perfume or other signs of use and must not have been stitched, altered, repaired or damaged. All original tags and labels must remain attached, and the product must be returned in its original packaging with the invoice or valid proof of purchase.
The product must be in a condition suitable for resale, must have been purchased directly from MSquare and must be approved for return by the MSquare customer-care team. MSquare may refuse a return if the product does not meet these conditions.
3. ELIGIBLE PRODUCTS
Subject to inspection and approval, regular-priced clothing, eligible handmade bags, eligible fashion accessories, products incorrectly supplied by MSquare and products received in a damaged or defective condition may qualify for return. Product eligibility may also depend on the individual product description.
4. NON-RETURNABLE PRODUCTS
Jewellery, including earrings, rings, necklaces and chains, cannot normally be returned. Earrings and other hygiene-sensitive products are also non-returnable.
Sale, clearance or discounted products, promotional products, free gifts, customized or specially made products, and products altered or stitched at the customer’s request cannot normally be returned.
Products damaged because of misuse or incorrect care, products without original tags or packaging, products showing signs of wear, washing or use, and items returned after the stated return period are not eligible for return.
Products purchased from unauthorized sellers, gift cards and store-credit vouchers are also non-returnable.
These restrictions do not prevent a customer from reporting an item that was delivered incorrectly or arrived damaged or defective.
5. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Please inspect your order as soon as it is delivered. If you receive an incorrect, damaged, defective or incomplete product, contact MSquare within 48 hours of delivery.
Your claim must include your order number, customer name, registered phone number, the name of the affected product and a clear description of the issue. You must also provide clear photographs or an unedited video of the product, a photograph of the product tags, a photograph of the parcel packaging and a photograph of the courier label.
Keep the product, tags, packaging and invoice until your claim has been resolved.
After verification, MSquare may offer a replacement with the correct product, replacement with the same product, exchange for another eligible product, store credit or a refund of the eligible amount.
MSquare will cover reasonable return and replacement delivery costs when the product is verified as incorrect, damaged or defective because of an error by MSquare.
6. WHAT IS NOT CONSIDERED A DEFECT?
Minor colour differences caused by lighting or screen settings will not normally be considered manufacturing defects. Slight differences in fabric shade between production batches, natural variations in handmade products, minor differences in embroidery or pattern placement, and loose threads that can be trimmed without damaging the product will also not normally be considered defects.
Normal wear and tear, damage caused by washing, ironing or improper storage, damage caused by jewellery, sharp objects or misuse, and fabric shrinkage resulting from failure to follow care instructions will not be treated as manufacturing defects.
A customer selecting the wrong size or changing their mind regarding the colour, design or suitability of a product will also not normally be considered a product defect.
Each claim will be reviewed according to the nature and condition of the product.
7. SIZE OR PREFERENCE RETURNS
A regular-priced clothing item may be considered for return or exchange when the customer selects the wrong size or changes their preference, provided that the request is submitted within 7 days of delivery, the product meets all return conditions, the product is not listed as final sale and the requested replacement is available.
The customer must pay the applicable return and replacement delivery charges.
Customers should review the relevant product description and size guide before ordering. A replacement size or product cannot be guaranteed because all exchanges depend on stock availability.
8. RETURN DELIVERY CHARGES
When a return is requested because of size, preference or change of mind, the customer is responsible for the cost of returning the product to MSquare, the delivery charge for any replacement product and any difference in price between the original and replacement products.
When MSquare has supplied an incorrect, damaged or verified defective product, MSquare will cover reasonable return and replacement delivery costs.
Original delivery charges are non-refundable unless the return results from an error by MSquare.
MSquare is not responsible for parcels lost or damaged while being returned through a courier selected independently by the customer.
9. RETURN APPROVAL PROCESS
Customers must contact MSquare before sending a product back.
After receiving the request, the customer-care team will review the order details and supporting evidence, confirm whether the request is initially eligible, provide return instructions and the approved return address, inspect the product after it is received and approve or reject the final return, exchange, store credit or refund.
Receiving initial return approval does not guarantee a refund. Final approval depends on physical inspection of the returned product.
Products sent without prior approval may be refused or returned to the customer at the customer’s expense.
10. RETURN PACKAGING
The customer must pack the product securely before returning it.
The parcel should contain the returned product, original product packaging, all attached tags and labels, any accessories supplied with the product, the original invoice or order information, and the customer’s name, phone number and order number.
Do not attach courier tape or labels directly to branded product packaging.
11. REFUND ELIGIBILITY
MSquare primarily offers replacement, exchange or store credit.
A monetary refund may be approved when an incorrect, damaged or defective product has been verified, the correct replacement is unavailable, the customer received an incomplete order and the missing product cannot be supplied, MSquare cancels a prepaid order, or an eligible returned product passes inspection and a refund has been specifically approved.
A refund will not normally be issued for a change of mind, an incorrect size selected by the customer, personal dislike of the colour or design, slight colour differences caused by screens or photography, delivery delays outside MSquare’s reasonable control, sale or final-sale products, used, washed or altered products, or products that fail the return inspection.
12. REFUND AMOUNT
An approved refund will normally cover the amount paid for the eligible returned product.
Original delivery charges, return courier charges, cash-on-delivery handling charges, payment-processing charges that cannot be recovered, discounts linked to products that are not being returned, and losses caused by inadequate return packaging may be deducted or excluded from the refund.
No deduction will normally be made for delivery costs when MSquare confirms that it supplied an incorrect, damaged or defective product.
13. REFUND METHOD
Approved refunds will be issued through the original payment method whenever reasonably possible.
Depending on the original payment method, a refund may be processed through bank transfer, Easypaisa, JazzCash, debit or credit card reversal, a Shopify-supported payment method or MSquare store credit.
For cash-on-delivery orders, the customer may be asked to provide a verified bank account, Easypaisa number or JazzCash number.
The customer is responsible for providing complete and accurate refund information. MSquare will not be responsible for a refund transferred to incorrect details supplied by the customer.
14. REFUND PROCESSING TIME
Once a returned product has been received, inspected and approved, MSquare will normally initiate the refund within 7–10 working days.
The time required for the amount to appear in the customer’s account may vary depending on the bank, card issuer, mobile-wallet provider or payment service.
Working days do not include Sundays or public holidays.
15. STORE CREDIT
Where applicable, MSquare may offer store credit instead of a monetary refund.
Store credit may be used for a future purchase from MSquare. It cannot be exchanged for cash and cannot be transferred unless MSquare permits it. Store credit must be used before any stated expiry date and may be subject to the terms communicated when it is issued.
Store credit will only be issued after the returned product has passed inspection.
16. SALE AND PROMOTIONAL PRODUCTS
Sale, clearance, discounted and promotional products are considered final-sale products and cannot normally be returned or refunded.
A final-sale product may only be reviewed when the wrong product was delivered, the product arrived damaged, the product has a verified manufacturing defect and the issue was reported within 48 hours of delivery.
Discounts applied after an order has been placed cannot be added retrospectively to the existing order.
17. JEWELLERY RETURNS
For hygiene and quality-control reasons, jewellery cannot be returned or exchanged because of a change of mind, personal preference, colour preference, size or fit where measurements were disclosed, or suitability for a particular outfit or occasion.
Jewellery may only be considered for replacement or refund when the wrong item was delivered, the item arrived damaged or defective, the issue was reported within 48 hours, the jewellery remains unused and in its original packaging, and the claim is supported by clear photographs or video.
Damage caused by water, perfume, lotion, chemicals, sweat, improper storage or normal use will not be considered a manufacturing defect.
18. HANDMADE PRODUCTS
Handmade bags and accessories may show minor differences in stitching, texture, shape, pattern placement, embroidery, colour tone or decorative finishing.
These variations are part of the handmade nature of the product and do not normally qualify as defects.
A handmade item may still be eligible for return when it has a significant verified defect or when the wrong product was delivered.
19. REFUSED AND UNDELIVERED ORDERS
Customers should provide an accurate address and remain available at the supplied phone number.
When a confirmed cash-on-delivery order is refused without a valid reason, or delivery repeatedly fails because the customer is unavailable, the original delivery charge may remain payable, advance payment may be required for future orders, MSquare may restrict future cash-on-delivery orders and redelivery charges may apply if the order is dispatched again.
A refused parcel is not automatically treated as an approved return.
20. ORDER CANCELLATIONS
A customer may request cancellation before an order is processed or dispatched.
Once an order has been dispatched, it cannot normally be cancelled. The customer must follow the applicable return process after delivery.
MSquare may cancel an order because of product unavailability, incorrect pricing or product information, payment-verification problems, incomplete customer information, an unserviceable delivery address, failure to confirm a cash-on-delivery order, the product failing inspection before dispatch, or suspected fraudulent or unauthorized activity.
Any eligible payment received for an order cancelled by MSquare will be refunded through the applicable payment method.
21. HOW TO SUBMIT A RETURN OR REFUND REQUEST
Contact MSquare through WhatsApp or phone at +92 329 0118810, or email muqadas.msquare@gmail.com.
Include your order number, the reason for your request and all required photographs or videos.
Do not return a product until you have received approval and return instructions from MSquare.
22. FINAL DECISION
All returns and refunds are subject to verification, stock availability and product inspection.
MSquare reserves the right to refuse a return or refund when the request does not meet this policy, the supplied information is incomplete or misleading, the product has been used, washed, altered or damaged, the product is returned after the applicable deadline, required tags, packaging or proof of purchase are missing, or there is evidence of misuse, fraud or repeated policy abuse.
Nothing in this policy is intended to remove any rights that a customer may have under applicable consumer-protection law.
23. POLICY UPDATES
MSquare may update this policy when its products, delivery arrangements or business procedures change.
The policy displayed on the website at the time the order is placed will normally apply to that order.
Last updated: 30 June 2026