Refund policy

REFUND AND RETURN POLICY

Last Updated: September 16, 2026

At MRZ Atelier, we want you to have a positive shopping experience. If you receive a product that is damaged, defective, incorrect, or does not meet the applicable return conditions, you may request a return within 3 days of receiving your order.

Please read the following policy carefully before requesting a return or refund.

1. STORE INFORMATION

Trade Name: MRZ Atelier
Phone Number: 03310430499
Email: mrzatelier.info@gmail.com
Physical Address: MRZ Atelier, Kharota Syedan, Sialkot, Punjab 51310, Pakistan

2. 3-DAY RETURN PERIOD

Customers must contact MRZ Atelier within 3 days of receiving their order if they wish to request a return.

After the 3-day period has passed, we may not be able to accept a return or provide a refund unless required by applicable law.

The return period begins on the date the order is shown as delivered by the applicable delivery service.

3. ELIGIBLE RETURNS

A product may be eligible for a return if:

• The product arrived damaged.
• The product is defective or does not function properly.
• The wrong product was sent.
• The product received is materially different from the product ordered.
• The product has another issue that qualifies for a return under applicable law.

For beauty and personal care products, hygiene and safety are especially important. Products that have been opened, used, tested, or otherwise tampered with may not be eligible for return unless the product is defective, damaged, incorrect, or applicable law provides otherwise.

4. NON-RETURNABLE PRODUCTS

For hygiene, health, and safety reasons, the following products may generally not be eligible for return once opened or used:

• Opened skincare products
• Used cosmetics
• Opened personal care products
• Used beauty tools
• Products with broken hygiene seals
• Products that have been altered, damaged, or misused after delivery
• Products returned without their original packaging where the packaging is necessary for safe resale

This restriction does not apply where a product is defective, damaged upon arrival, incorrectly supplied, or where applicable law requires otherwise.

5. CONDITION OF RETURNED PRODUCTS

To qualify for a return, the product should, where applicable:

• Be unused and in its original condition
• Be returned with its original packaging
• Include accessories, manuals, tags, or other items supplied with the product
• Not show signs of misuse, intentional damage, or unnecessary handling

We may inspect returned products before approving a refund or replacement.

6. DAMAGED OR DEFECTIVE PRODUCTS

If your order arrives damaged or you receive a defective product, please contact us within 3 days of delivery.

Please provide:

• Your order number
• Your name and contact details
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging if it was damaged during delivery
• A short video where necessary to demonstrate a product defect

This information helps us investigate the issue and determine the appropriate resolution.

7. WRONG PRODUCT RECEIVED

If you receive an incorrect product, please contact us within 3 days of delivery.

After verification, MRZ Atelier may arrange a replacement or provide another appropriate resolution.

Please do not use the incorrect product if you intend to request a return.

8. CHANGE OF MIND

Returns due solely to a change of mind may not be accepted.

Because MRZ Atelier specializes in beauty and personal care products, opened or used products generally cannot be returned for hygiene and safety reasons.

Any exception will be considered at the discretion of MRZ Atelier and subject to applicable law.

9. HOW TO REQUEST A RETURN

To request a return, contact us within 3 days of receiving your order.

Email: mrzatelier.info@gmail.com
Phone: 03310430499

Please include:

• Order number
• Full name
• Phone number
• Reason for return
• Photos or videos showing the issue, where applicable

Do not send a product back before receiving return instructions from MRZ Atelier.

10. RETURN SHIPPING

If the return is approved because the product was damaged, defective, incorrect, or another issue caused by MRZ Atelier, we may cover the applicable return shipping cost or provide appropriate instructions for returning the product.

For other types of returns, the customer may be responsible for return shipping costs.

Return shipping arrangements will be communicated after the return request has been reviewed.

11. REFUNDS

Once an approved return is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed using the applicable original payment method where possible.

The time required for the refund to appear in your account may depend on your payment provider, bank, or other financial institution.

Shipping charges may not be refundable unless the return is due to a mistake, defect, damage, or other circumstance for which MRZ Atelier is responsible, or where applicable law requires otherwise.

12. PARTIAL REFUNDS

In certain circumstances, MRZ Atelier may issue a partial refund where appropriate.

This may apply where:

• Only part of an order is affected.
• A product has a minor issue that does not require a complete return.
• Another resolution has been mutually agreed upon.

13. REPLACEMENTS

Where appropriate and subject to product availability, MRZ Atelier may offer a replacement instead of a refund for damaged, defective, or incorrectly supplied products.

If the replacement product is unavailable, an appropriate refund or alternative resolution may be offered.

14. SALE AND PROMOTIONAL PRODUCTS

Products purchased during sales, promotions, or special offers are subject to the same return conditions unless specific terms were provided at the time of purchase.

15. DELIVERY ISSUES

If your package appears damaged when delivered, please take photographs of the package before opening it where possible.

If an item is missing, damaged, or incorrect, contact MRZ Atelier within 3 days of delivery so that we can investigate the issue.

16. REFUND EXCEPTIONS

A refund or return may be refused where:

• The return request is made after the applicable 3-day period.
• The product has been used or damaged after delivery, except where the issue relates to an inherent defect or applicable law provides otherwise.
• The product was damaged because of misuse or improper handling.
• Required return information or evidence is not provided when reasonably necessary to investigate the claim.
• The product is returned without required components or packaging where this prevents reasonable assessment or resale.

These exclusions are subject to applicable consumer protection laws.

17. LEGAL RIGHTS

This Refund and Return Policy does not limit any rights or remedies that customers may have under applicable consumer protection or other laws.

Where applicable law provides mandatory rights that are more favorable to the customer than this policy, those legal rights will apply.

18. POLICY CHANGES

MRZ Atelier may update this Refund and Return Policy from time to time to reflect changes in our products, services, business practices, or applicable legal requirements.

Any changes will be posted on this page with an updated "Last Updated" date.

19. CONTACT US

For return, replacement, or refund inquiries, please contact:

MRZ Atelier

Trade Name: MRZ Atelier
Phone Number: 03310430499
Email: mrzatelier.info@gmail.com
Physical Address: MRZ Atelier, Kharota Syedan, Sialkot, Punjab 51310, Pakistan

Be Your Own Luxury.