Return & Refunds

At MTJ, customer satisfaction is important to us. We aim to provide a seamless shopping experience and ensure that every order reaches you in the best possible condition.

Please read the following policy carefully before requesting a return, exchange, refund, or cancellation.

1. Returns & Eligibility

You may request a return or exchange if:

* You receive a defective or damaged item.

* You receive an *incorrect item* that differs from your confirmed order.

To initiate a request, please inform our Customer Service team in writing within 24 hours of receiving your order, clearly mentioning the reason for the return or exchange.

To be eligible, the item must:

* Be unused, unworn, and unwashed.

* Be in the same condition in which it was received.

* Have all original tags, labels, accessories, and packaging intact.

* Be accompanied by a receipt, order confirmation, or valid proof of purchase.

MTJ reserves the right to inspect the returned item before approving a return, exchange, or refund.

2. Sale Items

Items purchased during a sale, promotion, or discounted campaign are not eligible for refund, return, or exchange, unless the item received is defective, damaged, or incorrect due to an error on MTJ's part.

Where applicable, MTJ may offer an appropriate resolution after reviewing the case.

3. Exchanges

Exchanges are applicable only for items that are received defective, damaged, or incorrect.

To request an exchange, please contact our Customer Service team at cs@mtj.com.pk within 72 hours of delivery

Your request should include:

* Order number

* Proof of purchase

* A clear description of the issue

* Relevant photographs or videos, where requested

All exchange requests are subject to verification and approval by MTJ.

Replacement items are subject to *availability*. If the requested replacement is unavailable, MTJ may offer an alternative resolution in accordance with the applicable circumstances.

4. Refunds

Refund requests will only be considered after the returned item has been received and inspected by MTJ.

Once your request is approved, the refund process will be initiated through the applicable payment method or another approved refund mechanism.

Please note that:

* Original delivery or shipping charges are generally *non-refundable*, unless the return is due to an error on MTJ's part.

* Any applicable return shipping charges may be deducted from the refund, where relevant.

* Processing times may vary depending on the payment provider, bank, or payment method.

5. Return Shipping

Unless the return is due to an error, incorrect item, or defective product attributable to MTJ, customers will be responsible for the cost of returning the item.

Shipping charges are non-refundable unless otherwise determined by MTJ based on the nature of the claim.

For your protection, we recommend using a *trackable shipping service* when returning an item. MTJ cannot be held responsible for returned parcels that are lost or damaged during transit before reaching our designated return location.

6. Order Cancellation

MTJ reserves the right to cancel an order at any time due to circumstances including, but not limited to:

* Product unavailability

* Pricing or technical errors

* Payment verification issues

* Suspected fraudulent activity

* Operational or logistical limitations

* Any circumstances beyond MTJ's reasonable control

MTJ shall not be liable for delays, disruptions, or cancellations resulting from circumstances beyond its reasonable control.

Where a payment has been successfully received for an order that is cancelled by MTJ, the applicable refund will be processed in accordance with the relevant payment and banking procedures.

7. Important Note

All return, exchange, and refund requests are subject to verification and approval by MTJ.

This policy is intended to ensure a fair and transparent process for both our customers and MTJ.

For any assistance regarding your order, return, or exchange, please contact our Customer Service team at:

cs@mtj.com.pk

MTJ reserves the right to amend or update this policy at any time without prior notice.