Return & Refund Policy

1. Overview & Customer Promise

At Apki.shop, your satisfaction is our #1 priority. Our 7-Day Hassle-Free Return & Refund Policy is designed to give you confidence in every purchase. If for any reason you're not completely happy with your order, we'll make it right — guaranteed.

This policy applies to all orders placed through Apki.shop (website, PWA, or partner channels) and delivered within Pakistan. For international orders, additional terms may apply. This policy is in addition to, and does not affect, your statutory rights under the Pakistan Consumer Protection Act, 2005 and any other applicable law.

2. Eligibility for Returns

To be eligible for a return, your item must meet ALL of the following criteria:

• The return request is submitted within 7 calendar days from the date of delivery (sign for by you or a representative)
• The product is unused, unwashed, and unworn (where applicable)
• All original tags, labels, seals, stickers, and protective film are intact and attached
• The product is returned in its original packaging (box, pouch, case, blister pack, etc.) in good condition
• Any free gifts, accessories, manuals, warranty cards, and bundled items must be included
• No signs of tampering, physical damage, water damage, or user-inflicted scratches
• Serial numbers, IMEIs, and authenticity codes (if any) match the item we dispatched
• Products customized or personalized specifically for you cannot be returned (unless defective)

3. Non-Returnable Items

The following items are excluded from our standard return policy for hygiene, safety, and regulatory reasons:

Category	Examples	Exceptions
Hygiene & Personal Care	Underwear, lingerie, socks, hosiery, face masks, hair extensions, cosmetics, skincare, perfumes, razors	✅ Returnable if sealed & unopened packaging
Food & Consumables	Snacks, groceries, beverages, supplements, baby food	✅ Returnable only if expired or damaged on arrival
Digital & Downloadable	Gift cards, voucher codes, e-books, software keys, digital subscriptions	❌ Non-returnable (please check Terms)
Customized/Personalized	Items with custom engravings, name prints, made-to-measure, bespoke orders	✅ Returnable only if defective or wrong customization
Clearance / Flash Sale	Items explicitly marked "Final Sale" or "Non-Returnable"	✅ Returnable only if defective/damaged on arrival
Large Appliances	Refrigerators, washing machines, TVs, AC units	✅ Defective under 3 days; thereafter covered by brand warranty

If you're unsure about return eligibility, contact our support team BEFORE placing your order or within 24 hours of delivery, and we'll clarify.

4. Return Timeframes by Category

Product Category	Return Window	Exchange Window	Notes
Electronics (phones, accessories, earbuds, chargers)	7 days	14 days	After 7 days, contact brand for warranty claim
Fashion (clothing, shoes, bags, watches)	7 days	14 days	Must be unworn with all tags attached
Home & Living (furniture, decor, kitchen)	7 days	10 days	Assembled furniture may incur pickup/restock fee
Beauty & Cosmetics	Only if sealed	—	Opened items: hygiene protocol applies
Toys, Sports, Books	7 days	10 days	Books must be unread with no spine damage
Grocery, Food, Beverages	24 hours only	—	For damaged/expired items only

5. Accepted Reasons for Return/Refund

Returns are accepted for the following reasons. Each reason has specific documentation requirements:

5.1 Quality & Defect Issues Full Refund + Free Return

• Product is defective, malfunctioning, or has manufacturing faults on arrival
• Product has visible damage (scratches, dents, cracks, tears, stains) not present in product photos
• Product does not work as advertised or lacks advertised functionality
• Required proof: Clear photos/videos of the defect within 48 hours of delivery

5.2 Wrong Item Received Full Refund + Free Return

• Received a different product, model, color, size, or variant than what was ordered
• Missing items or accessories from your order
• Counterfeit or fake product (where authenticity was advertised)
• Required proof: Unboxing video, photo of item + invoice slip, packaging photo

5.3 Size / Fit Issues Exchange or Refund (Return Shipping Applies)

• Clothing/shoes don't fit as expected (size chart is provided on product pages — please measure before ordering)
• Required proof: Photo of item laid flat showing size tag attached

5.4 "Changed Mind" / No Longer Wanted Exchange Only or Refund – 10% Restock Fee

• You no longer need or want the product (size change of mind, gift duplicate, etc.)
• Product must be in 100% resalable condition with all packaging
• A 10% restocking fee or the outbound shipping cost (whichever is higher) will be deducted
• Customer is responsible for return shipping costs

6. Step-by-Step Return Process

Follow these simple steps to initiate a return or refund. Our support team is available 7 days a week to guide you.

7. Product Exchanges

Exchanges are available for eligible items within 14 days of delivery (longer than return window).

7.1 What Can Be Exchanged?

• Same product, different size, color, or variant (subject to availability)
• Equal or higher value product (you'll pay the difference if higher)
• Lower-value exchanges result in the difference being added as wallet credit

7.2 Exchange Process

1. Follow the standard return process, selecting "Exchange" as your preferred resolution
2. Our team confirms availability of the new item within 24 hours
3. Option A: We dispatch the new item AFTER receiving your returned item (safe, no extra charges)
4. Option B: Express Exchange — we dispatch the new item first, and you return the old one within 3 days (requires temporary authorization hold; available for select verified customers only)

8. Refund Methods & Timelines

We process valid refunds promptly after inspection. You can choose your preferred refund method at the time of return request submission.

Refund Method	Processing Time	Availability	Notes
Original Payment Method	5–10 business days	All payment methods	Funds appear on your statement per bank/card issuer policy; COD refunds via bank transfer or EasyPaisa/JazzCash
Apki.shop Wallet Credit 🎁	Instant (within 24 hrs)	All customers	Includes 5% BONUS on refund amount; never expires; no minimum spend
Bank Transfer (PKR)	3–5 business days	COD orders, wallet-to-bank	Requires IBAN, account title, bank name; PKR 50 fee waived for first return/month
EasyPaisa / JazzCash	24–48 hours	Pakistan only	Fastest cash refund for COD and wallet withdrawals
Credit/Debit Card	7–14 business days	Visa, Mastercard, UnionPay	Refund posts to card statement per issuing bank's cycle; no cash alternative

8.1 Shipping & Coupon Refunds

• Outbound shipping fees are refunded only if the return is due to Apki.shop error (defective, wrong item)
• Coupon discounts applied to the order are not refunded as cash. If the entire order is refunded, the coupon will be re-issued to your account (if still valid)

9. Shipping Costs & Reverse Pickup

9.1 Free Reverse Pickup (When Applicable)

We cover 100% of return shipping costs via our partnered couriers when:

• ❌ Item delivered is wrong or different from what you ordered
• 🔧 Product is defective or damaged on arrival (verified via photos)
• 📦 Product is missing parts, accessories, or manuals
• ✅ Product does not match advertised description, specifications, or warranty

9.2 Customer-Paid Return Shipping

You are responsible for return shipping costs when:

• 👕 Size/fit issues (we recommend measuring yourself against the size chart)
• 🤔 Change of mind or "no longer needed"
• 🎨 Product style or color preference mismatch (you didn't read the description)
• 📦 You refuse delivery without valid reason

9.3 Packaging Guidelines

• Use the original Apki.shop box/pouch if available; otherwise a sturdy box to protect the product
• Wrap fragile items with bubble wrap or newspaper to prevent transit damage
• Seal securely with packaging tape; cover or mark out old shipping labels
• Include a copy of your invoice and the RMA number slip inside the package

Damaged Returns Due to Poor Packaging: If a returned item is damaged in transit because of inadequate packaging, we reserve the right to deduct repair/replacement costs from your refund or decline the return entirely.

10. Damaged, Defective & Wrong Items

We work closely with our sellers and courier partners to prevent damage, but occasionally issues arise. Here's exactly what to do:

10.1 On Arrival: Damage Visible on Package

• REFUSE DELIVERY if the outer package is visibly damaged, crushed, wet, opened, or tampered with. Take clear photos before handing the package back to the courier.
• Inform the courier verbally that you're refusing due to damage, and note it on their handheld/POD device.
• Immediately report to us via WhatsApp/email with photos and the courier's name — we'll arrange a free replacement or full refund within 48 hours.

10.2 After Unboxing: Hidden Damage, Defects, or Wrong Item

• Record a continuous unboxing video (recommended) showing: packaging intact → opening → removing the item → revealing the issue. This speeds up resolution dramatically.
• Take clear photos of: damaged area, all tags attached, product labels showing serial/IMEI numbers, invoice slip, and original packaging.
• Report within 48 hours of delivery. Claims beyond this window may be declined due to evidence degradation.

10.3 Resolution Options

1. Replacement: We ship a brand-new, correct item to you at no additional cost (free standard shipping)
2. Partial Refund: If you accept the item despite minor cosmetic damage, we refund a percentage of your payment (case-by-case)
3. Full Refund: Original amount refunded to your payment method + original shipping charges reimbursed if you paid them

11. Order Cancellations

11.1 Before Dispatch (You Cancel)

• You may cancel your order anytime before it is dispatched (usually within 12–24 hours of placing)
• Cancel from My Orders or contact us via WhatsApp/phone
• If already paid: 100% full refund to original payment method; no fees apply
• COD orders: Canceled free of charge, no fees

11.2 After Dispatch (In Transit)

• Order can be recalled only if courier hasn't reached your city (success rate ~60%)
• If recall succeeds: Full refund minus outbound shipping charges (PKR 150–250)
• If recall fails: Package will be delivered; please refuse delivery or return via our standard return process

11.3 After Delivery (You Cancel)

• If you change your mind after delivery, follow the standard return process (see Section 6)
• 10% restocking fee + return shipping charges will apply (see Section 5.4)

11.4 Apki.shop-Initiated Cancellations

We may cancel your order (before dispatch) with full refund if:

• Product(s) are out of stock or discontinued
• Pricing error or listing inaccuracy discovered
• Suspicious/fraudulent order detected (e.g., invalid address, repeated COD cancellations)
• Seller or courier service disruptions in your area
• Coupon or promotion misuse suspected

We will notify you via SMS/email before canceling, where possible, and provide a 10% discount voucher as goodwill (excludes fraudulent orders).

12. Partial Refunds & Adjustments

Partial refunds are issued in the following situations:

• 📦 Missing item(s) in a multi-item order: Refund for the missing item(s) only at full price + proportionate shipping
• 🔧 Partially defective set (e.g., one item in a combo is faulty): Partial refund for the defective component or full refund if return of entire combo is not feasible
• 💄 Used or lightly damaged returned item that remains resalable: 30–70% refund deduction depending on condition
• 🔋 Open-box clearance/used items: 50% refund within 48 hours of delivery (final sale terms apply)
• 📏 Size/fit returns after our exchange attempt failed (item out of stock): Refund minus outbound shipping + 10% restock fee

13. Cash on Delivery (COD) Policy

13.1 Returning COD Orders

• Paid cash on delivery? Refunds are issued via: EasyPaisa, JazzCash, Bank Transfer, or Wallet Credit — no cash refunds are processed in-store or via courier
• Provide your preferred refund account details (EasyPaisa/JazzCash number or bank IBAN) during return request submission
• Incorrect account details provided by you leading to failed transfers are your responsibility; please double-check

13.2 Refusing COD Deliveries

• Refusing a COD delivery without valid reason may result in a PKR 200 penalty deducted from any future wallet credit or charged on your next order (to recover courier and packaging costs)
• Chronic non-delivery / repeated refusals (≥2 times in 30 days) may result in temporary or permanent restriction of COD privileges on your account

14. Policy Exceptions

The following exceptions apply, with solutions provided:

14.1 Force Majeure

If return processing or refund is delayed due to factors outside our reasonable control (natural disasters, courier strikes, government shutdowns, pandemics, civil unrest), timelines will be extended, and we'll communicate proactively. No penalties or additional fees will be charged to you in these scenarios.

14.2 Remote / Unserviced Areas

For customers in remote areas where reverse pickup is unavailable, we will:

• Provide shipping subsidy (up to PKR 200) for self-shipping via Pakistan Post or tracked courier
• Arrange alternative pickup solutions (partner drop-off points) where available
• Process refunds within 48 hours of receiving the tracking number from you

14.3 High-Value Orders (Above PKR 50,000)

• High-value items may require signature confirmation and ID verification for returns
• Returns are processed through our dedicated Premium Support team within 24 hours
• Insurance is applied for return transit at no extra cost to you

14.4 Promotional, Flash Sale & Mega Campaign Orders

Returns for 11.11, 12.12, Eid Sales, New Year, Independence Day, and other promotional events are subject to standard policy — i.e., returns still accepted. However:

• Processing time may be extended by 3–5 business days due to high volume
• Exchange items may be limited to original sale prices (no difference refund if price has changed)
• Flash sale and "Deal of the Day" items: exchange only if size/fit issues; refunds only for defects

15. Dispute Resolution

We aim to resolve every return/refund request to your satisfaction. If a disagreement arises, follow this escalation process:

1. Step 1: Customer Support (Tier 1) — Our standard team investigates and resolves; initial response within 24 hours
2. Step 2: Senior Case Manager (Tier 2) — If you disagree with the resolution, request escalation to a Senior Manager. Your case is re-reviewed within 48 hours with full evidence
3. Step 3: Independent Review Panel — For disputes over PKR 10,000 that remain unresolved, a panel of 3 independent reviewers (customer advocate, seller representative, compliance officer) reviews and issues a final binding decision within 7 days
4. Step 4: External Mediation (Tier 4) — If the dispute persists, both parties agree to non-binding mediation with the Karachi Centre for Dispute Resolution (KCDR) or a similar recognized body, at our shared cost

16. How to Reach Us

Our Returns team is ready to assist you 7 days a week. For the fastest resolution, always include your order ID and relevant photos in your first message.

We sincerely appreciate you shopping with Apki.shop. This Return & Refund Policy is our promise that you never have to worry about a purchase gone wrong. Thank you for trusting us — we'll always do right by you! 🙏