Return, Replacement & Refund Policy
⚠️ نوٹ: ریٹرن یا کلیم کے لیے ان باکسنگ ویڈیو لازمی ہے۔ بغیر ویڈیو کے کوئی کلیم قبول نہیں کیا جائے گا۔
Policy at a Glance
- ✅ 15-day return or replacement from date of delivery
- 📹 Unboxing video is mandatory for any return or claim
- 🚚 Pickup from your address for approved claims
- 💸 One-side courier: Rs. 300 (customer); return side on us
- 🏦 COD refunds: government 4% tax (2% IT + 2% ST) is non-refundable
- ⏱️ Refunds issued within 15 working days after inspection
- 📦 Keep original box and all accessories for any claim
Shipping Policy
Processing Time
Orders placed before 5:00 PM are processed and dispatched the same business day. Orders placed on weekends or public holidays are processed the next business day.
Delivery Time
Delivery typically takes 2–5 business days across Pakistan. Remote areas (FATA, Gilgit-Baltistan, interior Sindh, Balochistan) may take up to 7 business days.
Shipping Cost
Shipping charges are calculated at checkout based on the weight of your order and your delivery city. Cash on Delivery is available across all of Pakistan.
Order Tracking
You will receive a tracking number via WhatsApp or SMS after your order is dispatched. Use this to track your parcel with our courier partner.
Damaged on Arrival
If your order arrives visibly damaged from the outside (before opening), contact us immediately with photos. Do not open a damaged parcel without filming an unboxing video first.
Return Policy
Eligibility — Within 15 Days of Delivery
- Change of mind / Not as expected: Item must be unused and in re-sellable condition with original box and all accessories.
- Wrong item, missing item, or missing parts: Must be clearly visible in your unboxing video.
- Dead on Arrival (DOA): Defect must be visible in your unboxing video.
Unboxing Video — Mandatory
An unboxing video recorded from the moment you open the parcel is required for all return and damage claims. Claims submitted without a valid unboxing video cannot be accepted — no exceptions.
How to Start a Return
- WhatsApp us at 03003969790 with your Order ID and unboxing video.
- Our team will review your video and confirm eligibility within 24 hours.
- If approved, we will arrange courier pickup from your address.
- Once we receive and inspect the item, your refund or replacement is processed.
Return Costs & Deductions
| Cost Item | Amount | Who Pays |
|---|---|---|
| Pickup courier (your side) | Rs. 300 | Customer |
| Return delivery (our side) | — | Karkhano Markets |
| Government tax on COD (4%) | 2% IT + 2% ST | Non-refundable (withheld by courier) |
Refund Calculation Examples
- COD order of Rs. 10,000: Rs. 10,000 − Rs. 300 (pickup) − Rs. 400 (4% tax) = Rs. 9,300 refunded
- Prepaid order of Rs. 10,000: Rs. 10,000 − Rs. 300 (pickup) = Rs. 9,700 refunded
Refund Timeline
Refunds are processed within 15 working days after we receive and verify the returned item. Refunds are issued via the same payment method used at checkout (bank transfer for COD orders).
When a Return is Rejected
If the item received by us differs from what was shown in your unboxing video (used, missing parts, signs of misuse, or not in re-sellable condition), the claim will be rejected and the item will be returned to you. Standard courier charges apply in this case.
Replacement Policy
Eligibility — Within 15 Days of Delivery
- Manufacturing defect / Dead on Arrival: Must be visible in your unboxing video.
- Wrong item, wrong color, or wrong model: Must be shown in your unboxing video.
Replacement Process
- WhatsApp us at 03003969790 with your Order ID and videos.
- Our team reviews and approves the replacement request.
- We arrange pickup — you pay Rs. 300 for your side; we cover the return side.
- Hand over the original item with its box and all accessories at pickup.
- Your replacement item is dispatched once the original is received.
Replacement Example
Order Rs. 8,000 → You pay Rs. 300 (your side) → We cover the other side → No further deduction for an approved replacement.
Customer Support
Contact Channels
- 📱 WhatsApp (Orders & Support): 03003969790
- 📍 Address: Karkhano Market, Ring Road, Peshawar, KPK, Pakistan
What to Share for Fastest Resolution
- Your Order ID
- Your full name and phone number
- Unboxing video and issue video (if applicable)
- Clear description of the problem
Frequently Asked Questions
1. How long does delivery take?
Typically 2–5 business days across Pakistan. Remote areas may take longer.
2. Is the unboxing video really mandatory?
Yes, without exception. For any return, replacement, or damage claim, an unboxing video is required. Please record it from the moment you open the parcel.
3. How do I start a return or replacement?
WhatsApp us at 03003969790 with your Order ID and unboxing video. Our team will guide you through the next steps.
4. Who pays courier charges?
You pay one side (Rs. 300); we cover the other side for approved claims.
5. How are COD refunds calculated?
Refund = Order Amount − Rs. 300 (pickup courier) − 4% government tax (withheld by courier). Example: Rs. 10,000 − 300 − 400 = Rs. 9,300.
6. When will I get my refund?
Within 15 working days after we receive and verify your returned item.
7. Can I return a used product?
No. Change-of-mind returns must be unused, in re-sellable condition, with original box and all accessories.
8. What if my replacement is rejected after evaluation?
If rejected due to misuse, missing parts, or no valid unboxing video, no replacement is issued. The item is returned to you and standard courier charges apply.
9. My order is late — what should I do?
WhatsApp us at 03003969790 with your Order ID. We will check with the courier and update you promptly.
10. What if I received a wrong item?
Show it clearly in your unboxing video and WhatsApp us immediately. We will arrange a pickup and send the correct item at no extra charge to you.
4. Who pays courier charges?
You pay one side (Rs. 300); we cover the other side for approved claims.
5. How are COD refunds calculated?
Refund = Order Amount − Rs. 300 (pickup courier) − 4% government tax (withheld by courier). Example: Rs. 10,000 − 300 − 400 = Rs. 9,300.
6. When will I get my refund?
Within 15 working days after we receive and verify your returned item.
7. Can I return a used product?
No. Change-of-mind returns must be unused, in re-sellable condition, with original box and all accessories.
8. What if my replacement is rejected after evaluation?
If rejected due to misuse, missing parts, or no valid unboxing video, no replacement is issued. The item is returned to you and standard courier charges apply.
9. My order is late — what should I do?
WhatsApp us at 03003969790 with your Order ID. We will check with the courier and update you promptly.
10. What if I received a wrong item?
Show it clearly in your unboxing video and WhatsApp us immediately. We will arrange a pickup and send the correct item at no extra charge to you.