At our e-commerce store, we strive to ensure customer satisfaction with every purchase. Our Refund and Return Policy outlines the process for returning products and requesting refunds, designed to be transparent, fair, and compliant with Pakistan’s consumer protection laws, including the Consumer Protection Act and relevant e-commerce regulations. This policy applies to all purchases made through our website, whether you’re shopping from Karachi, Lahore, Islamabad, or anywhere else in Pakistan. If you’re searching for “e-commerce return policies in Pakistan” or “how to return online purchases in Pakistan,” this document provides clear guidance.
🔄 Eligibility for Returns
We accept returns under specific conditions to ensure a hassle-free experience. To be eligible for a return, your item must meet the following criteria:
- 🛒 Purchase Date: The item must be returned within 14 days from the date of delivery, as confirmed by our shipping partners.
- 📦 Condition: The product must be unused, in its original packaging, with all tags, labels, and accessories intact. Items showing signs of use or damage due to mishandling may not qualify.
- ✅ Eligible Products: Most products are eligible for return, except for items marked as “non-returnable” (e.g., personalized items, undergarments, or perishable goods). Check product listings for specific details.
- 📜 Proof of Purchase: You must provide the order number, invoice, or receipt sent via email or included with your delivery.
If your return meets these criteria, we’ll process it promptly to ensure a smooth experience for customers across Pakistan.
📋 How to Initiate a Return
Returning an item is simple and designed to be customer-friendly. Follow these steps to start the return process:
- 📧 Contact Us: Reach out to our customer service team within 14 days of delivery via email at contact@aosouq.com, call or WhatsApp at +92 334 332 4444, or use our live chat feature on the website.
- 📝 Provide Details: Share your order number, reason for return (e.g., defective product, wrong item, or change of mind), and any supporting evidence like photos of the item.
- 🚚 Return Shipping: We’ll provide a return shipping label or arrange a pickup through our trusted logistics partners (e.g., TCS, Leopard Courier) for eligible returns. For non-defective returns, you may need to cover shipping costs, depending on the reason.
- 📦 Pack the Item: Securely pack the product in its original packaging, including all accessories and documentation.
- ✅ Confirmation: Once we receive and inspect the item at our warehouse, we’ll notify you via email about the approval or rejection of your return.
We aim to make the process seamless, addressing common concerns like “how to return online orders in Pakistan” with clear instructions.
💰 Refund Process
Once your return is approved, we’ll process your refund according to the following guidelines:
- 💸 Refund Method: Refunds are issued to the original payment method (e.g., credit/debit card, bank transfer, or mobile payment like EasyPaisa/JazzCash). If the original method is unavailable, we may offer store credit.
- ⏰ Processing Time: Refunds are processed within 7-10 business days after we receive and inspect the returned item. Bank processing may add 3-5 additional days, depending on your payment provider.
- 📉 Non-Refundable Costs: Shipping fees, cash-on-delivery charges, or other service fees are non-refundable unless the return is due to our error (e.g., wrong or defective item).
- 🔄 Exchange Option: If you prefer, we can exchange the item for a replacement instead of a refund, subject to availability.
We ensure transparency in refund processing, aligning with best practices for e-commerce refunds in Pakistan.
🚨 Reasons for Returns and Refunds
We accept returns for the following reasons, ensuring compliance with consumer rights in Pakistan:
- ❌ Defective or Damaged Products: If the item is faulty, damaged during shipping, or does not match the description, we’ll cover return shipping and provide a full refund or replacement.
- 📦 Wrong Item Delivered: If you receive an incorrect product, contact us immediately, and we’ll arrange a free return and send the correct item.
- 😔 Change of Mind: Returns due to a change of mind are accepted within 14 days, provided the item is unused and in original condition. You may need to cover return shipping costs.
- 🚫 Non-Delivery: If your order doesn’t arrive within the estimated delivery window, we’ll investigate and offer a refund or reshipment.
These options cater to common issues faced by online shoppers in Pakistan, ensuring fair treatment.
📍 Regional Considerations in Pakistan
We understand the unique logistics challenges in Pakistan, from urban hubs like Karachi and Lahore to remote areas like Gilgit-Baltistan. Our return process is designed to accommodate customers nationwide:
- 🚚 Free Returns for Defects: For defective or incorrect items, we cover return shipping costs across all regions.
- 📍 Pickup Availability: We offer pickup services in major cities and coordinate with local couriers for rural areas.
- 🕒 Extended Timelines: For customers in remote areas, we may extend the 14-day return window if delivery delays occur.
This ensures accessibility for all Pakistani customers, addressing “e-commerce return challenges in Pakistan.”
🛡️ Consumer Protection Compliance
We adhere to Pakistan’s consumer protection laws, including the Punjab Consumer Protection Act 2005 and similar provincial regulations. Our policy ensures:
- ⚖️ Fair Treatment: Transparent processes for handling complaints and returns.
- 📜 Legal Compliance: Alignment with regulations governing e-commerce and consumer rights in Pakistan.
- 🤝 Dispute Resolution: If you’re unsatisfied with our response, you can escalate complaints to consumer courts or relevant authorities.
We prioritize your rights as a consumer, ensuring trust in online shopping.
🔄 Exceptions to the Return Policy
Certain items are non-returnable due to their nature or hygiene concerns:
- 🧼 Hygiene Products: Undergarments, cosmetics, or personal care items unless defective.
- 🎨 Customized Items: Personalized or made-to-order products.
- 🍎 Perishable Goods: Food items or products with a limited shelf life.
- 💾 Digital Products: Downloadable content or gift cards once activated.
Please review product descriptions for return eligibility before purchasing.
📝 Policy Updates
We may update this Refund and Return Policy to reflect changes in our processes or legal requirements. Updates will be posted on our website, and significant changes will be communicated via email to registered users. Continued use of our services after updates implies acceptance of the revised policy.
Stay informed about “e-commerce refund policy updates in Pakistan” by checking this page regularly.
📞 Contact Us
If you have questions about our Refund and Return Policy or need assistance with a return, our customer service team is here to help. Contact us via:
- 📧 Email: contact@aosouq.com
- 📱 Phone or WhatsApp: +92 334 332 4444
- 💬 Live Chat: Available on our website during business hours (9 AM – 6 PM PKT).
We value your feedback and are committed to resolving your concerns promptly to ensure a positive shopping experience.
Last Updated: October 10, 2025
