Important customer notice: Every confirmed order involves processing, packaging, handling and courier arrangements. Customers are requested to place genuine orders and accept the parcels they have ordered. Unjustified cancellations after dispatch and refusal of COD deliveries may result in responsibility for reasonable, documented and legally recoverable costs.
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24-Hour Cancellation Window
Request cancellation within 48 hours, provided your order has not been dispatched.
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After Dispatch
Ordinary cancellation is no longer available once the parcel has been handed to the courier.
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Responsible COD Orders
Customers are expected to receive and pay for the COD orders they have confirmed.
01
Purpose of This Policy
At Multiversal Pure, every order requires time, packaging materials, staff handling and courier arrangements. When a customer places an order, we begin processing it in good faith and allocate resources to fulfil that order.
Unjustified cancellations after dispatch, refusal to accept Cash on Delivery (COD) parcels, and failure to receive confirmed orders can cause direct financial losses to our business.
This policy explains the customer's responsibilities when placing, cancelling, or refusing an order.
02
24-Hour Order Cancellation Window
Customers may request cancellation withinΒ 24 hours of placing an order, provided that the order has not already been dispatched to the courier.
To request cancellation, customers must contact our support team and provide their order number and registered phone number.
Please note:
- A cancellation request is not considered approved until Multiversal Pure confirms it.
- Orders already dispatched cannot be cancelled through the normal cancellation process.
- If an order has entered packing, processing or courier handover, cancellation may no longer be possible.
- Customers should contact us as early as possible if they wish to cancel.
03
Cancellation After Dispatch
Once an order has been handed over to the courier, it is considered dispatched and is no longer eligible for ordinary cancellation.
If a customer requests cancellation after dispatch, refuses delivery, or instructs the courier not to deliver the parcel, the customer may be responsible for the reasonable, actual and recoverable costs incurred by Multiversal Pure, including:
- Original delivery or courier charges.
- Return-to-origin (RTO) or return-shipping charges imposed by the courier.
- Reasonable packaging and handling costs already incurred.
- Other directly attributable costs, where legally recoverable.
Cost recovery, not an arbitrary fine: These charges are intended to recover actual costs and are not an arbitrary penalty or fine. Any amount claimed must be reasonable, supportable and permitted by applicable law.
04
Refusal or Non-Acceptance of COD Orders
Cash on Delivery is provided as a payment convenience and requires customers to accept and pay for the orders they have placed.
By selecting COD, customers confirm that:
- They intend to receive the order at the provided delivery address.
- Their contact number and delivery details are accurate.
- They will remain available to receive the parcel or arrange an authorised recipient.
- They will pay the displayed order amount upon delivery.
If a customer deliberately refuses a COD parcel, remains unavailable despite reasonable delivery attempts, provides incorrect delivery information, or otherwise causes the parcel to be returned without a valid reason, Multiversal Pure reserves the right to seek recovery of reasonable, actual and legally recoverable delivery, return-shipping and packaging costs.
05
Repeated Order Refusals or Unjustified Cancellations
Customers who repeatedly place orders and then refuse delivery, fail to receive COD parcels, or request cancellations after dispatch may face additional order-verification requirements.
Depending on the circumstances and applicable law, Multiversal Pure may:
- Require advance payment for future orders.
- Decline further COD requests.
- Require additional confirmation before processing an order.
- Restrict or decline future orders where there is a documented pattern of abuse or avoidable business losses.
These measures are intended to protect the business from repeated losses and do not remove any consumer rights provided by applicable law.
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How to Cancel an Order
To request cancellation, contact us using one of the following channels:
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WhatsApp / Phone: +92 309 4068929
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Email: support@multiversal.pk
Please include:
- Your full name.
- Order number.
- Registered phone number.
- Reason for cancellation.
Our support team will check the order status and inform you whether cancellation is still possible.
07
Exceptions and Customer Protection
This policy does not prevent customers from exercising their legitimate rights under applicable consumer protection laws.
If an order is incorrect, damaged, defective, incomplete, or otherwise fails to meet the applicable order terms, customers should contact us so that the matter can be investigated and resolved under our Returns & Refunds Policy .
Our commitment to fair treatment: Customers will not be charged cancellation or refusal costs merely for exercising a valid legal right or reporting a genuine fulfilment problem. If Multiversal Pure cancels an order for its own reasons, customers will not be held responsible for cancellation costs.
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Agreement to This Policy
By placing an order on Multiversal Pure, customers acknowledge that they have had the opportunity to review this Order Cancellation, Refusal & Non-Acceptance Policy.
Customers are expected to provide accurate information, place genuine orders and cooperate with delivery arrangements.
Where an order is cancelled after dispatch or a COD parcel is unjustifiably refused, Multiversal Pure may seek recovery of reasonable, documented and legally recoverable costs in accordance with this policy and applicable Pakistani law.
