Returns & Exchanges

Return Window

You may return eligible items within 7 days from the date of delivery. Exchange requests are accepted within 14 days from the date of delivery.

After these windows, we are unable to process returns or exchanges. Please retain your original packaging and invoice until you are satisfied with your order.

Items Eligible for Return

• ✓Item received is significantly different from what was shown on the website
• ✓Item has a manufacturing defect or leaking/damaged packaging
• ✓Wrong item or wrong pack size was delivered
• ✓Item was damaged in transit

Items Not Eligible for Return

• ✗Opened, used, or tampered with containers
• ✗Items without original seal and packaging
• ✗Sale and discounted items (exchange only, no refund)
• ✗Items returned after the 7-day window

Condition of Returned Items

To be accepted for return, items must be:

• Unopened and factory-sealed
• In original condition with all labels intact
• In their original packaging
• Accompanied by the original invoice / order confirmation

Items that do not meet these conditions will be returned to the customer at their cost.

How to Initiate a Return or Exchange

We process all returns and exchanges via WhatsApp — no online portal needed.

1. Contact us on WhatsApp at +92 310 1444410 within the return window.
2. Send your order details — name, order reference (from your invoice), item(s) you wish to return, and reason for return along with photos of the item.
3. Receive return instructions from our team. We will confirm eligibility and provide the return address.
4. Ship the item to the provided address using a trackable courier. Keep your tracking number safe.
5. Refund or exchange is processed within 5–7 working days of receiving the returned item.

Refunds

Refunds are issued via bank transfer to the account details provided by the customer. COD orders are refunded to your provided bank account. Please allow 3–5 working days for the amount to reflect in your account.

Shipping charges are non-refundable unless the return is due to our error (wrong item, defective item).

Return Shipping Cost

• →Defective / wrong item received: Matlube bears the return shipping cost.
• →Change of mind / exchange: Customer bears the return shipping cost.