• Maria Ali is an online clothing brand based in Lahore, Pakistan.

• We do not currently operate a physical retail store.

• All orders and customer-service requests are handled online.

• Effective: September 2026 

RETURNS & EXCHANGES

• An exchange will be considered only if Maria Ali sends:
    - An incorrect size, colour, silhouette or design; or
    - A damaged or genuinely faulty item.

• Exchanges are not offered for change of mind, personal preference, an incorrect size selected by the customer or an item the customer feels does not suit them. 

• All exchanges are subject to availability.

• If the same item is unavailable, Maria Ali may offer an alternative item or an online coupon code valid for two months. 

• Any customer rights that cannot legally be excluded remain unaffected. 

REPORTING AN ISSUE

• Please contact Maria Ali within 48 hours of delivery.

• Provide your full name, order number, a clear explanation, photographs or video of the complete garment, tags, packaging and courier label. 

• If the complaint concerns sizing, provide clear garment measurements. 

• Reporting an issue does not automatically qualify the order for an exchange, coupon code or refund. 

• Maria Ali may require the garment to be returned for physical inspection before making a final decision. 

HANDCRAFTED GARMENTS

• Each Maria Ali piece is handcrafted.

• Minor variations in colour, embroidery, finishing or placement are normal and are not considered faults. 

• Measurement differences of approximately 0.5 to 1 inch are within normal production tolerance.

• Minor colour differences caused by lighting, photography or screen settings are not considered faults. 

CONDITION OF RETURNED ITEMS

• The garment must be unworn, unused, unwashed and unaltered.

• All tags and original packaging must be included.

• The item must be free from perfume, makeup, stains and customer damage.

• Returns that do not meet these conditions may be refused, except where applicable law provides otherwise. 

INTERNATIONAL RETURNS

• Customers must not return a parcel without written approval from Maria Ali.

• Maria Ali will provide the authorised return address, which may be in Australia or Pakistan, depending on the order. 

• Unauthorised returns or parcels sent to another address may not be accepted. 

CUSTOMER SERVICE POLICY 

• Approved returns must be securely packed, include the customer's name and order number, and be sent through a tracked courier service. • Customers must follow the customs and return instructions provided by Maria Ali. • The customer is responsible for the parcel until it reaches the authorised return address. • The customer will normally pay the return postage initially. • If a genuine fault or Maria Ali error is confirmed, reasonable standard tracked return postage will be reimbursed where required by law or agreed by Maria Ali in writing. 

INSPECTION & RESOLUTION 

• If inspection confirms that the item is incorrect, damaged or genuinely faulty:
     - Maria Ali will offer a free exchange, subject to availability; or
     - An alternative item or online coupon code valid for two months if the same item is unavailable.

• If inspection confirms that the item is correct, matches its description and has no genuine fault:
    - The claim will be declined;
    - No refund, exchange or store credit will be issued; and
    - The customer must pay all return and redelivery charges if they want the garment sent back.

REFUNDS 

• Maria Ali does not offer cash refunds for change of mind, personal preference, incorrect size selection, normal handcrafted variations, minor colour differences or measurements within the stated tolerance. 

• A cash refund will be issued only where required by applicable law or expressly approved by Maria Ali. 

• Approved refunds will be returned to the original payment method.

• Original shipping charges are non-refundable unless required by applicable law. 

PAYMENT DISPUTES & CHARGEBACKS

• Customers should contact Maria Ali before starting a payment dispute or chargeback. 

• Maria Ali must be given a reasonable opportunity to review the complaint, arrange a return, inspect the garment and offer an appropriate exchange or resolution.

• A chargeback does not automatically prove that an item is faulty or entitle the customer to keep both the garment and the payment.

• If the bank or payment provider issues a temporary or final credit, the customer must still return the garment when instructed, unless the bank, payment provider or applicable law directs otherwise.

• Maria Ali will provide the authorised return address and clear return instructions.

• The garment must be dispatched by tracked courier within 7 days of receiving the return instructions.

• If the order has already been refunded or reversed through a chargeback, no additional exchange, replacement, coupon code or store credit will be issued.

• If a chargeback is raised, Maria Ali may provide the bank or payment provider with:
     - Order and payment records;
     - Product descriptions, size charts and the policy shown at purchase;
     - Pre-dispatch photographs and quality-control records;
     - Courier tracking and proof of delivery;     
     - Customer messages, photographs and videos;
     - Return instructions, the solution offered and inspection findings; and
     - Evidence showing whether the garment was returned or retained. 

• If the customer refuses or fails to return the garment after receiving clear instructions, Maria Ali may include this in its chargeback response.

• Where the customer retains both the garment and the refunded payment, Maria Ali reserves the right to seek return of the garment or recovery of its value and related costs through lawful means. 

• The final chargeback decision is made by the relevant bank or payment provider.  

CANCELLATIONS 

• Orders may be cancelled within 24 hours of confirmation, provided they have not entered production, customisation, processing or dispatch.

• Approved customer cancellations will normally receive an online coupon code valid for two months, unless a refund is required by law. 

• Maria Ali may cancel an order because of product unavailability, a pricing or website error, incomplete information, unsuccessful payment or suspected fraud. 

• If Maria Ali cancels a paid order, the payment will be refunded or adjusted as appropriate.