Customer Care
Return & Exchange Policy
At MAAPINO, we are committed to ensuring the highest level of service. we want you to love your new outfit. If your product does not fit perfectly or meet your expectations, we are here to help you sort it out quickly.
1. Order Cancellation & Cash Refunds
Brand Error (Damaged or Wrong Item): If we mistakenly ship the wrong item, wrong size, or a damaged product, you are fully eligible for a cash refund. Once the item is sent back and inspected, your refund will be processed.
24-Hour Rule: You can cancel your order and request a full cash refund within 24 hours of placing the order online, provided it has not yet been shipped.
After 24 Hours: Once the 24-hour window passes or the order is dispatched, it enters our standard exchange or store credit policy. We follow a No Cash Refund policy after this point.
Refund Processing: Approved refunds will be processed via Bank Transfer, EasyPaisa, or JazzCash within 5 to 7 working days.
2. Policy Window for Exchanges
You have 7 days from the date of delivery to request a size exchange or report a problem.
Any requests made after 7 days will unfortunately not be entertained.
3. Conditions for Exchange
To qualify for a size exchange or replacement, your items must be in their original condition:
Unworn and Unwashed: The garment must not have been worn (except for trying it on), washed, altered, or ironed.
Flawless: Free of makeup stains, deodorant marks, perfume scents, or any signs of wear.
Tags Attached: All original brand tags, labels, and packaging must be intact.
Proof of Purchase: You must provide your digital order confirmation or invoice number.
4. Size & Measurement Disclaimer
Minor Variances: Please note that each piece is hand-curated by skilled artisans. Due to the nature of manual cutting and stitching, a minor variance of +/- 1 to 1.5 inches from the standard size chart measurements is normal and will not be considered a manufacturing defect.
Fabric Shrinkage: Certain premium fabrics (like 100% pure cotton or linen) may experience minimal shrinkage after the first wash.
5. Non-Exchangeable Items
Made-to-Order outfits or pieces with custom alterations.
Items purchased during sales, promotions, or clearance events (unless the wrong item or a damaged piece was shipped).
Accessories or innerwear due to hygiene reasons.
6. Store Credit & Alternatives
If you do not wish to exchange for another size or article immediately, we will issue you an Online Store Credit Voucher valid for 3 months.
If an item arrives damaged or defective and a replacement is out of stock, we will issue a refund via Bank Transfer / EasyPaisa / JazzCash within 7 to 10 working days after receiving and inspecting the return.
7. Shipping & Reverse Logistics
Because we operate exclusively online, reverse shipping is handled as follows:
Customer Preference (Size/Change of Mind): The customer is responsible for shipping the item back to our warehouse. A standard delivery charge of Rs. 250 will apply to dispatch the new exchanged size to your doorstep.
Brand Error (Faulty/Wrong Item): If we sent the wrong size, wrong article, or a damaged piece, we will arrange a reverse pickup from your address (where available) or reimburse your return shipping cost. The replacement will be sent free of cost.
8. How to Start Your Exchange
Since we are an online-only store, you can easily launch a request through our digital channels:
Message Us: Reach out on WhatsApp at +92-3251234591 or email us at Contact@maapino.com
Provide Details: Share your Order Number and the reason for the exchange/cancellation.
Send Media: For damaged or incorrect items, please share a clear photo or a short video clip showing the issue.
Our customer support team is available Monday to Saturday (10:00 AM – 6:00 PM) to assist you.