Returns & refunds
PakShop is a marketplace: your order is fulfilled by the seller you bought from. Returns are handled through PakShop, and this policy applies to every seller on the platform.
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You can request a return within 7 days of delivery. Requests made after that cannot be accepted unless the item is faulty.
How to request one
- Sign in and open My Orders.
- Select the order and choose Request return.
- Give the reason and, for damage or a wrong item, attach a photo.
You will be given an RMA number and the seller is notified immediately. They review the request and you are told the outcome. If you disagree with a seller's decision, contact us at support@pakshop.pk and PakShop will step in.
What can be returned
- Items that arrived damaged or defective.
- The wrong item, size or colour.
- Items materially different from the listing.
- Unused items in original packaging, with tags attached.
What cannot be returned
- Cosmetics, skincare, fragrance and personal-care items once opened or the seal is broken — for hygiene reasons. Sealed items can be returned.
- Worn, washed, altered or tailored clothing.
- Unstitched fabric that has been cut.
- Items missing tags, packaging or free gifts included with them.
A faulty item is always returnable, including in the categories above. If a sealed product arrives broken or leaking, photograph it before opening and raise the return the same day.
Refunds
Orders on PakShop are cash on delivery, so there is no card payment to reverse. Once a return is approved and the item is back with the seller, your refund is paid by bank transfer or mobile wallet to an account in your name, normally within 7 to 10 working days of the seller receiving it.
Delivery charges are refunded when the return is our fault or the seller's — damaged, defective, or the wrong item sent. They are not refunded when you change your mind.
Return shipping
If the item is faulty, wrong, or not as described, the seller covers return shipping. If you are returning because you changed your mind, you cover it.
Cancelling before delivery
An order can be cancelled free of charge at any point before it is dispatched. Open the order in My Orders, or message the seller directly.
Refusing delivery repeatedly without cause may lead to cash on delivery being withdrawn from your account.
Questions
Email support@pakshop.pk with your order number and we will respond within one working day.