Refund policy

Muhsin.pk is committed to consumer satisfaction in accordance with the Sindh Consumer Protection Act, 2014, and applicable e-commerce regulations. The following policy governs all return and refund transactions on the Platform.

 

2.1 The Academic Window Constraint

Educational supplies are strictly seasonal. Demand for books and uniform items drops substantially following school term commencement. A strict return window is therefore enforced to protect inventory liquidity and ensure fair availability for all customers.

2.2 Universal Return Window

 

Product Category	Return Window	Condition Required
Textbooks & Workbooks	7 calendar days	Unused, unmarked, original packaging intact
Stationery Sets & Supplies	7 calendar days	Sealed, unopened, all items present
Notebooks & Custom Registers	7 calendar days (defects only)	Manufacturing defect only (misprinted, missing pages)
School Uniforms	7 calendar days	Unworn, unwashed, all original tags intact
Toys & Games	7 calendar days	Sealed packaging, all components present, safety seals intact
Chocolates & Confectionery	Non-Returnable (Food Items)	Defective / damaged upon delivery only
Clearance / Bundle Deals	Non-Returnable	Unless structural manufacturing defect proven
Opened Stationery Items	Non-Returnable	Once packaging removed (individual markers, geometry sets)

 

2.3 Return Eligibility — Category-Specific Conditions

A. Textbooks & Stationery

The following conditions must ALL be satisfied for a valid return:

•       Item must be completely unused, unmarked, and in pristine resalable condition.

•       No broken spines, creased pages, name tags written, highlights, or annotations of any kind.

•       Original shrink-wrap or packaging must be intact and unbroken.

•       Item must be returned within 7 calendar days from physical collection or delivery date.

B. School Uniforms

•       Must be unworn and unwashed — fabric showing any signs of wear, sweat, alterations, fragrance, or dirt is ineligible.

•       All original tags, labels, and packaging must be intact and attached.

•       Size exchanges are facilitated instantly at the pickup counter subject to stock availability.

•       Home delivery customers must initiate a return request via the Platform dashboard within 7 days.

C. Custom Notebooks & Registers

•       School-specific customized notebooks are eligible for return ONLY in cases of verified manufacturing defects (misprinted lines, missing pages, binding failure).

•       Customer must provide photographic evidence of the defect upon raising the return request.

D. Toys & Games

•       Must be returned in original sealed packaging with all components, parts, manuals, and safety documentation present.

•       Safety seals and shrink-wrap must remain intact. Any broken safety seals void the return eligibility.

•       Electronic or battery-operated toys: must not have been powered on or have batteries inserted.

•       Board games: all game pieces, cards, and boards must be complete and uncounted. Any evidence of play voids eligibility.

E. Chocolates & Confectionery

•       Food and confectionery items are strictly non-returnable for hygiene and food safety reasons.

•       Exception: Items that are visibly damaged, tampered with, or spoiled upon delivery are eligible for replacement or refund. Photographic evidence required within 24 hours of delivery.

•       Expired items delivered in error are eligible for full refund; claim must be raised within 24 hours of receipt.

 

2.4 Non-Returnable Exclusions

The following are structurally excluded from the return policy unless a manufacturing defect is conclusively proven:

•       Clearance items or bundles explicitly sold under a 'Non-Returnable' / 'Final Sale' tag.

•       Individual stationery items removed from original packaging (opened markers, geometry sets, etc.).

•       All food, confectionery, and perishable items (hygiene policy).

•       Items returned beyond the 7-calendar-day window without prior written approval from Customer Support.

•       Items showing evidence of use, wear, damage caused by the Customer, or third-party alterations.

 

2.5 Reverse Logistics Process

Click & Collect (Pickup) Orders

•       Customer must bring eligible items to the designated physical pickup counter.

•       Uniform size exchanges are processed instantly on-site, subject to stock availability.

•       Cash refunds are only processed at the counter for valid pickup-order returns.

Home Delivery Orders

•       Customer must initiate a return request via the Platform dashboard within the eligible window.

•       Customer is responsible for shipping items to the central warehouse via a registered, traceable courier service at their own expense.

•       Delivery fees paid on original order are entirely non-refundable.

•       The Platform is not responsible for items lost or damaged in transit during return shipment.

 

2.6 Refund Disbursal

Upon receipt and physical inspection of returned items (typically within 2 working days of receipt), refund is processed within 5-7 working days via:

•       Bank Transfer / EasyPaisa / JazzCash: Transferred to the verified payment account used for the original transaction.

•       Store Credit Voucher: Electronic voucher code valid for 12 calendar months from issuance.

•       Cash at Counter: Available for valid pickup-order returns only.

 

Partial refunds may apply where original items were part of a bundle discount; the discount structure will be re-evaluated upon return of individual items.