Returns & Exchanges
If something is not right with your order, we will help you reach a fair resolution quickly and transparently.
Request window
Within 3 days
From confirmed delivery
Standard returns
Full item refund
Available for an eligible, unused item when the customer bears the return-to-origin delivery cost.
Wrong item sent
Free exchange
If we sent the incorrect item, the approved exchange is arranged without additional charges to you.
Product condition
Original and unused
The delivered product, packaging, tags and accessories must remain in their original condition.
When you may request a return or exchange
A request may be raised when any of the following applies:
- You received a product different from the item you ordered.
- The product arrived damaged, destroyed in transit or materially defective.
- The delivered item is incomplete or an essential component is missing.
- You wish to return an otherwise correct item in its original, unused condition.
Standard return and refund
For a general return where the correct product was delivered:
You may request a return within 3 calendar days of delivery. If the return is approved and the product satisfies the condition requirements below, we will provide a full refund of the item price.
For this type of return, the customer must agree to bear the return-to-origin delivery cost. That cost may be paid directly when sending the parcel or deducted from the refundable amount if Matjar Al Muslimeen arranges the return, as communicated during approval.
Original delivery charges, special service fees or other non-item charges are not included in the item-price refund unless the return is caused by an error attributable to us.
Incorrect, damaged or defective item
If the issue occurred before or during delivery, we will make it right.
If both you and Matjar Al Muslimeen agree, you may instead keep the delivered product under a mutually accepted resolution. This may include an appropriate adjustment, replacement arrangement or another clearly agreed outcome. No alternative resolution is final unless both parties agree to it.
Condition requirements
To remain eligible, a returned product must satisfy these conditions:
- The request is raised within 3 calendar days of delivery.
- The product has not been used, washed, altered, damaged after delivery or otherwise changed.
- Original packaging, tags, labels, accessories and included items are returned wherever applicable.
- The item is packed securely so it reaches us without avoidable damage.
Requests we may be unable to accept
A return or exchange may be declined when:
- The request is submitted more than 3 calendar days after delivery.
- The item has been used, washed, altered, tampered with or damaged after delivery.
- Required packaging, tags, accessories or included items are missing without a delivery-related reason.
- The returned product does not match the item originally supplied for that order.
Simple process
How a request is handled
Contact our team
Email or WhatsApp us within 3 days of delivery and include your order number and preferred resolution.
Share the details
For an incorrect, damaged or defective item, send clear photographs or a short video of the product and packaging.
Receive approval
Our team will review the request and confirm return instructions, exchange availability or another agreed resolution.
Inspection and resolution
After the returned item is received and verified, we will process the approved refund or exchange.
This policy applies to purchases made directly through Matjar Al Muslimeen. Approved resolutions remain subject to verification of the order and returned item.