Refund policy

Return & Exchange Policy

At Morzela, customer satisfaction is important to us. If you receive a damaged, defective, incorrect, or incomplete order, we offer a 24-hour Return & Exchange Policy.

Reporting an Issue

Customers must report any issue within 24 hours of receiving the parcel.

To request a return or exchange, please email the following details to:

Email: Morzelastore@gmail.com

Required information:

  • Order number

  • Customer name

  • Description of the issue

  • Videos showing the problem

Important: Only requests received at Morzelastore@gmail.com will be considered for returns or exchanges.

Requests sent through:

  • WhatsApp

  • Facebook Messenger

  • Instagram Direct Messages

  • Other social media channels

will not be processed by our Return & Exchange Department.

Our social media and customer support chat teams are unable to approve, process, or manage return and exchange requests.

Return & Exchange Eligibility

A return or exchange may be approved if:

  • The item is damaged upon arrival (with proof of parcel opening video)

  • The wrong item was delivered.

  • Items are missing from the order.

We deliver 100% New and Unused items to our customers.

All claims must be submitted within 24 hours of delivery.

Non-Returnable Items

The following products are not eligible for return or exchange:

  • Bubble liquids

  • Swimming pools

  • Tents

  • Helicopters and drones

  • Inflatable items

These products are sensitive to handling and usage and cannot be verified once opened or used.

Condition of Returned Items

If a return or exchange is approved:

  • The product must be returned with all original packaging, accessories, and manuals.

  • The item must not show signs of misuse, damage, or excessive wear after delivery.

Refunds

Once the returned item is received and inspected, we will notify you regarding the approval status of your refund through email.

Approved refunds will be processed within 7 working days through:

  • Bank Transfer

  • JazzCash

  • Easypaisa (if applicable)

  • Other approved payment methods

Sale Items

Items purchased on sale, clearance, promotional offers, or discounted prices are not eligible for refunds unless the item received is defective or incorrect.

Return Shipping

Customers may be responsible for return shipping costs unless the return is due to:

  • An incorrect item shipped by Morzela

Note: Morzela offers Free Shipping on orders across Pakistan.

Need Assistance?

For all return and exchange requests, please contact:

Email: Morzelastore@gmail.com

Only emails sent to this address will be entertained for return and exchange matters.