Marketplace Policies

Order Processing

Orders are confirmed and processed within 1–2 business days, excluding Sundays and public holidays. You will receive an order confirmation by email and/or SMS once your order is placed, and a second notification when it is dispatched.

Delivery Timeframes & Coverage

We deliver nationwide across Pakistan. Estimated delivery times after dispatch are:

• Major cities (Karachi, Lahore, Islamabad, Rawalpindi, Faisalabad, etc.): 2–3 business days
• Other towns and remote areas: 3–5 business days

Delivery Charges

A standard delivery fee applies as shown at checkout. Orders of Rs. 1,000 or more qualify for free standard delivery. All applicable charges are displayed before you confirm payment, so there are no hidden costs.

Order Tracking

Once your order is dispatched you will receive a tracking reference so you can follow your shipment in real time until it reaches your doorstep.

Failed or Missed Deliveries

To ensure smooth delivery, please provide a complete, accurate address and a reachable phone number. Our courier partners will make up to 2–3 delivery attempts. If an order remains undeliverable due to an incorrect address or no response, it will be returned to us and refunded after deducting any non-recoverable delivery charges.

Cash on Delivery (COD)

COD is available on eligible orders. Please keep the exact amount ready at the time of delivery and inspect that the package is sealed and intact before making payment.

Return Window & Eligibility

You may request a return within 7 days of delivery, provided the item is:

• Unused, unworn, and in its original condition
• In the original packaging with all seals, tags, and labels intact
• Accompanied by the order number or invoice

Non-Returnable Items

For health, hygiene, and safety reasons, the following cannot be returned or exchanged once delivered, unless they arrive damaged, defective, or incorrect:

• Medicines, supplements, and prescription products
• Perishable or temperature-sensitive goods
• Opened or used personal-care, hygiene, or cosmetic items
• Clearance, final-sale, or promotional items marked non-returnable

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, expired, or different from what you ordered, please report it to our support team within 48 hours of delivery with clear photos. We will arrange a free replacement or a full refund, including any delivery charges, once verified.

How to Initiate a Return

Contact Mashwara support or raise a return request from your account. Provide your order number and the reason for the return. Our team will review your request and, where eligible, arrange a pickup or share return instructions.

Refunds

Once the returned item is received and inspected, approved refunds are processed within 7–10 business days to your original payment method (or to your Mashwara wallet for Cash on Delivery orders). Original delivery charges are non-refundable except where the return is due to our error.

Exchanges

Exchanges are subject to stock availability. If a replacement is unavailable, we will process a refund for the eligible amount instead.

Not a Substitute for Medical Advice

Products and information available on the marketplace are provided for general wellness and informational purposes only. They are not intended to diagnose, treat, cure, or prevent any disease. Always consult a licensed physician or pharmacist before using any product — especially if you are pregnant, nursing, taking medication, or managing a medical condition.

Product Information Accuracy

We make every effort to ensure that product descriptions, ingredients, and images are accurate. However, manufacturers may change formulations, packaging, or labelling at any time. Always read the label, warnings, and directions supplied with the product before use. Mashwara is not liable for any typographical or descriptive errors.

Allergies & Ingredients

It is your responsibility to review the ingredient list for any allergens or substances unsuitable for you. Discontinue use and seek medical attention immediately if you experience any adverse reaction.

Prescription & Regulated Products

Where applicable, prescription or regulated products are sold in accordance with the laws of Pakistan and against a valid prescription. Misuse of any product is the sole responsibility of the customer.

Third-Party Merchants

Certain products are sold by independent third-party merchants through the platform. Responsibility for the quality, safety, and accuracy of such products rests with the respective merchant. Mashwara acts as a facilitator of these transactions.

Limitation of Liability

To the maximum extent permitted by law, Mashwara shall not be liable for any direct, indirect, incidental, or consequential damages arising from the misuse of products or reliance on any information provided through the marketplace. Individual results may vary and no specific outcome is guaranteed.