Maria Botanicals aims to provide customers across Pakistan with a smooth, transparent, and reliable shopping experience from the moment an order is placed until the product is delivered. Once an order is submitted through our website, social media, or any official sales channel, our team reviews and processes it according to product availability, order confirmation, customer details, and operational workflow. Orders are usually processed within one to three business days after confirmation, but processing time may vary during high-demand periods, sale campaigns, public holidays, courier disruptions, weather conditions, stock limitations, or other circumstances beyond our control. We work with trusted courier partners to deliver parcels safely, but delivery timelines may differ depending on the customer’s city, area, courier route, remote location status, public holidays, weather conditions, or courier workload.
Customers are responsible for providing complete and accurate delivery details, including full name, active phone number, complete house or building address, street or area name, city, and any helpful landmark. If a parcel is delayed, returned, misplaced, or undelivered due to incorrect address details, unavailable customer, unanswered calls, wrong phone number, refusal to receive the parcel, or incomplete information, Maria Botanicals will not be responsible for the delay or additional courier cost, and re-shipping charges may apply. Once an order has been dispatched, we will provide reasonable assistance with tracking and delivery support; however, courier delays and delivery operations are not fully controlled by Maria Botanicals. Because our products are personal care and haircare items, we follow strict hygiene and safety standards, and therefore products that have been opened, used, damaged by the customer, tampered with, or purchased by mistake are generally not eligible for return, refund, or exchange. Customers are requested to check their parcel carefully at the time of delivery and keep photos or videos if the package appears damaged.
If you receive a wrong item, missing item, leaked product, broken product, defective product, or damaged parcel, you must contact our support team within 48 hours of receiving the order and provide clear photos or videos of the product, packaging, invoice, and issue. Complaints received after the stated time may not be accepted. Once the complaint is received, Maria Botanicals will review the case, verify the evidence, and decide whether the customer is eligible for a replacement, exchange, store credit, partial refund, or full refund. Refunds or replacements are approved only after proper verification and are handled at the discretion of Maria Botanicals. Shipping charges are generally non-refundable unless the issue was caused by an error from our side. Sale items, discounted products, promotional bundles, limited-time offers, clearance items, and special deals may have limited or no return and refund eligibility unless the product is defective or incorrect. If a refund is approved, processing time may vary depending on the payment method, bank process, or internal approval. Maria Botanicals reserves the right to reject return or refund claims that appear false, incomplete, abusive, manipulated, or unsupported by valid proof. By placing an order with Maria Botanicals, you confirm that you have read, understood, and agreed to our Shipping & Refund Policy, including our delivery timelines, hygiene-based return limitations, complaint process, and refund conditions.
