سياسة الاسترداد
Mizyana Returns & Refunds Policy
Effective Date: 2026
Last Updated: January 1st, 2026
Purpose of This Policy
This Returns & Refunds Policy outlines how customers may request returns or refunds for orders purchased through the Mizyana Marketplace.
Our aim is to provide a smooth, elegant, and fair process for both customers and our curated network of boutique partners.
Scope
This policy applies to all orders placed through the Mizyana Marketplace website.
Eligibility for Returns
We accept returns within 14 days from the date the order is delivered.
To be eligible for a return, items must be:
- Unworn and unused
- Unwashed and unaltered
- Free from stains, scents, or damage
- In original packaging, with all tags and labels attached
Mizyana reserves the right to refuse returns that do not meet these conditions.
Non-Returnable Items
Due to hygiene and industry standards, the following items cannot be returned:
- Hijabs & headscarves
- Undergarments
- Bodysuits
- Swimwear
- Final sale and discounted items
Defective or damaged items are always eligible for review (see Section 10).
Return Process (Courier Pickup Organized by Mizyana)
Mizyana coordinates the entire return process for a seamless experience.
Step 1 — Submit a Return Request
Customers must submit a return request through their Mizyana account or by contacting Customer Support.
Step 2 — Approval & Scheduling
Once the request is approved, Mizyana will:
- Arrange courier pickup
- Share pickup details via email or WhatsApp
- Provide packaging instructions if needed
Step 3 — Return Shipping Fees
- Return shipping fees are paid by the customer
- Fees will be communicated before confirming pickup
Step 4 — Merchant Inspection
When the Merchant receives the returned item, they will inspect it within 3–5 business days.
Step 5 — Refund Issuance
If the item meets the eligibility criteria, a refund will be issued as described in Section 7.
Exchanges
We offer exchanges through our return-and-reorder process.
Customers wishing to exchange an item may:
- Return the original item (if eligible within the 14-day return window), and
- Receive a Mizyana Store Credit, which can be used immediately to place a new order for the preferred size, color, or style.
Store credit is issued once the returned item is received and approved by the Merchant.
Refund Method & Timeline
Approved refunds may be issued as:
- Refund to the Original Payment Method
If supported by the payment provider.
- Mizyana Store Credit
Issued instantly once the return is approved.
Processing Timeline:
- Merchant inspection: 3–5 business days
- Refund processing: 5–10 business days (depending on bank/payment processor)
Shipping fees (original and return) are non-refundable, unless the item was defective or incorrect.
Return Shipping Fees
- Customers are responsible for all return shipping fees
- Costs vary by destination and courier rates
- Fees are shared before confirming pickup
Late Return Requests
Return requests submitted after 14 days from the date of delivery are not accepted.
Defective, Damaged, or Incorrect Items
If an item arrives defective, damaged, or incorrect, customers must report it within 48 hours of delivery.
Required details include:
- Photos or videos showing the issue
- Order number
- Packaging photos (if relevant)
If verified, Mizyana will offer:
- A free return pickup
- A replacement (if available) or a full refund
Return-to-Sender Situations
An original order may be returned to the Merchant due to:
- Incorrect or incomplete address
- Customer unavailability
- Refusal to accept delivery
- Unpaid customs fees
In such cases:
- Original shipping fees are non-refundable
- Re-delivery charges may apply
Customer Support
Our Customer Experience Team is available to assist with any return-related questions.
Email: orders@modestmizyana.com
WhatsApp: +965 92226116