1. GENERAL
1.1. At “Mumtaz Abdullah”, we are committed to providing high-quality products. Whilst we hope you are delighted with your order, we only offer exchanges for products that are received in a faulty condition or are incorrect.
1.2. A faulty product is defined as an item that, at the time of delivery, is found to be damaged, defective, or not in its intended functional or physical condition.
1.3. An incorrect product is defined as an item that materially differs from the product originally ordered, including but not limited to discrepancies in size, colour, design, or style.
1.4. Any product bought from “Mumtaz Abdullah” may be exchanged from any of our branches, provided it is unused, unworn, and in original condition with all tags and packaging intact. Change of mind exchanges are applicable.
1.5. Refund options are available subject to the terms outlined in this policy.
2. DEFECTIVE OR INCORRECT PRODUCTS
2.1. At “Mumtaz Abdullah”, we prioritise quality assurance. Our quality checks include thorough inspections during the manufacturing and packaging stages. We adhere to strict quality control standards and industry best practices throughout the production process.
2.2. Notification of Defect:
If you receive a defective or incorrect product, kindly notify us within 48 hours of receiving the item. To report the issue, please contact our customer service team via +92 300 0409111 or sales@mumtaz-abdullah.com, and provide the following details:
• Order number or reference
• Description of the defect or error
• Clear photos or videos showing the issue
• Any other relevant details or documentation related to the defect or incorrect item
2.3. Condition:
Items submitted for exchange must be in original, pristine condition, unused, unworn, unaltered, and returned with all original tags and packaging intact.
2.4. Return Process:
We will guide you through the return process to our address in Pakistan. All shipping and customs charges associated with the return are to be covered by the customer. Please follow these steps:
• Notify us of any defects within 48 hours of receiving the item, providing order details and evidence.
• Upon approval, securely pack the item and ship it to our return address at your expense.
• Once received, we'll assess the defect and offer a resolution, which may include a replacement, store credit, or refund (if eligible).
2.5. Thorough Investigation:
Upon receiving the defective product, we will conduct a comprehensive investigation including inspections, documentation review, and internal assessment.
2.6. Replacement:
Based on our findings and in adherence to our policy, we will proceed with a replacement.
2.7. International Exchanges:
For international orders, customers are responsible for all shipping costs associated with exchanges. “Mumtaz Abdullah” does not provide prepaid return shipping labels, and any related duties, taxes, or customs fees are the customer's responsibility.
2.8. Procedure:
• Contact Customer Support: To initiate an exchange request, contact us via sales@mumtaz-abdullah.com or +92 300 0409111.
• Provide Order Information: Provide order number, item(s) to exchange, and reason.
• Submit Request: Follow our team's instructions to submit your request.
• Await Approval: Our team will review your request for eligibility.
• Confirmation: Once approved, you will receive confirmation and further instructions.
• Exchange Processing: Ship the return and select a replacement item.
• Completion: After verification, we will proceed with the replacement shipment.
2.9. Discretion of the Brand: The brand reserves the right to make final decisions on replacements based on the outcome of the investigation.
3. EXCHANGES & REFUNDS
3.1. General Exchange Policy: Exchange policy is applicable within 30 days after goods are delivered. Products must be unused and in original condition.
3.2. Sale Items: For products on sale, exchanges are not offered unless the item delivered is faulty or incorrect.
3.3. Refunds: Refunds are available and may be processed as follows:
• Cash refund from any of our physical stores
• Online bank transfer (processed within 2–4 working days)
3.4. Out-of-Stock Exception: If a product is out of stock and the order cannot be fulfilled, a refund will be issued via the original payment method.
RETURN ADDRESSES
Zamzama Office Address:
New Mumtaz Abdullah, Shop No. 2, Plot 5-C, Lane 3, near Bank Al Habib, Zamzama, Karachi.
Phone: 021-35302190
4. CANCELLATION POLICY
4.1. Eligibility: Customers may cancel their order before it has been processed or shipped. Once shipped, cancellation is no longer possible and the exchange policy will apply.
4.2. Timeframe: Cancellation requests must be made within 24 hours of placing the order.
4.3. Refund Process: If cancellation is approved, refunds will be issued as store credit valid for 1 month. Processing time: 7–14 business days.
4.4. Exceptions: Final sale items marked non-returnable/non-refundable are not eligible.
4.5. Procedure: To cancel, contact support with your order number and reason for cancellation.
4.6. Communication: Customers will receive confirmation via email and/or SMS regarding cancellation status.
4.7. Liability: Customers are responsible for timely cancellation requests.
4.8. Order Cancellation Rights: “Mumtaz Abdullah” reserves the right to cancel orders due to stock unavailability, pricing errors, or operational issues.
4.9. Changes or Updates: Policy updates will be communicated via email and website updates.
