Mizyana Returns & Refunds Policy

Effective Date: 2026

Last Updated: January 1st, 2026


1.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.

2.Scope

 This policy applies to all orders placed through the Mizyana Marketplace website.

 
3.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.

4.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).

5.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.

6.Exchanges

 We offer exchanges through our return-and-reorder process.

 Customers wishing to exchange an item may:

1. Return the original item (if eligible within the 14-day return window), and
2. 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.

7.Refund Method & Timeline

 Approved refunds may be issued as:

1. Refund to the Original Payment Method

If supported by the payment provider.

1. 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.

8.Return Shipping Fees

• • Customers are responsible for all return shipping fees
  • Costs vary by destination and courier rates
  • Fees are shared before confirming pickup

9.Late Return Requests

 Return requests submitted after 14 days from the date of delivery are not accepted.

10.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

11.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

12.Customer Support

 Our Customer Experience Team is available to assist with any return-related questions.

Email: [email protected]

WhatsApp: +965 92226116