Refund policy

Return & Refund Policy — Shaharam

Last updated: [Insert Date]

At Shaharam, customer satisfaction is our priority. This policy applies to all products across our catalogue - Kitchen Essentials, Smart Home, Gadgets & Utilities, Car Essentials, and Home Essentials - and explains clearly what is covered, what is not, and how returns and refunds are handled, so there are no surprises for you or for us.

1. Return Eligibility

You may request a return within 7 days of receiving your order, under either of the following categories:

A. Damaged, Defective, or Incorrect Item

The item arrived physically damaged
The item is not working properly (e.g., does not power on, malfunctioning mechanism, faulty part)
You received the wrong product, size, or variant

B. Change of Mind

You no longer want the item, even though it arrived in good, working condition

Returns requested after 7 days of confirmed delivery will not be accepted, except where required by applicable law.

Note: Return conditions may vary slightly by product type where noted in Section 8 (e.g., hygiene-sensitive kitchen items).

2. Required Documentation

To process any return, please provide, within 48 hours of delivery for damage/defect claims:

Your order number
Clear photos or video of the item and its original packaging
For damaged, defective, or electronic/battery-powered items: an unedited unboxing video showing the parcel being opened for the first time is strongly recommended and may be required to approve the claim. This protects both you and us from disputes about when or how damage occurred.
A brief written description of the issue

Claims submitted without this documentation, or submitted more than 48 hours after delivery for damage/defect claims, may be declined at our discretion.

3. Return Conditions

To qualify for a return:

The product must be unused and undamaged by the customer
All original packaging, accessories, cables, adhesive backing, tags, and manuals must be included
For Change of Mind returns specifically, the item must show no signs of installation, assembly, or use

We reserve the right to refuse a return, or reduce the refund amount, if the returned item does not meet these conditions upon inspection.

4. Non-Returnable Situations

We do not accept returns or offer refunds where:

The claim is made after the applicable 7-day or 48-hour window has passed
The product has been used, installed, altered, or damaged by the customer after delivery
The item is a hygiene-sensitive product that has been opened or used (see Section 8)
The damage claim is not supported by required documentation (see Section 2)
Repeated or patterned return requests suggest misuse of this policy (see Section 9)

5. Shipping & Courier Costs

If the return is due to our error (damaged, defective, or incorrect item):

Shaharam covers 100% of return courier charges. You pay nothing.

If the return is due to change of mind:

The customer is responsible for return courier charges.
Reverse pickup can still be arranged through our courier partner for convenience; the pickup charge will be deducted from the refund amount.
Original outbound shipping charges (if any were applied at checkout) are non-refundable in change-of-mind cases.

6. Refund Process & Timeline

Once a returned item is received and inspected, we will, at our discretion or the customer's stated preference where reasonably possible:

Send a replacement product, or
Issue a refund (minus applicable courier charges for change-of-mind returns, per Section 5)

Refunds are processed within 7-10 business days after the returned item is received and approved following inspection. Processing times may vary slightly during high-order periods (e.g., sale campaigns); we will communicate any delay proactively.

7. Refund Method by Payment Type

Cash on Delivery (COD) Orders: Approved refunds will be issued via bank transfer, EasyPaisa, JazzCash, or another mutually agreed digital method. We do not process cash refunds directly. Please ensure the account or number provided belongs to the person who placed the order, or provide written authorization if refunding to another party.

Advance Bank Transfer Orders: Approved refunds will be issued back to the original payment method used (bank transfer), or via EasyPaisa/JazzCash if more convenient for the customer, within the same 7-10 business day window.

8. Category-Specific Notes

Because our catalogue spans several product types, a few categories have additional considerations:

Kitchen Essentials: Items that come into direct contact with food (e.g., storage containers, utensils) must be unused and in original sealed packaging to qualify for change-of-mind return, for hygiene reasons. Damage/defect claims are unaffected by this and follow the standard process in Section 1.
Smart Home & Gadgets & Utilities (electronic, battery, or sensor-based items): An unboxing video is strongly recommended at time of delivery, per Section 2, given the nature of electronic fault claims.
Car Essentials: Items installed in a vehicle (e.g., adhesive-mounted or wired accessories) must not show signs of installation to qualify for change-of-mind return. Please test fit/compatibility before permanent installation.
Home Essentials: Standard return terms in Sections 1–7 apply without modification.

9. Multi-Unit / Bundle Orders

For orders involving multiple units or bundle pricing (e.g., 2-pack, 4-pack offers):

If only some units in a bundle are damaged or defective, only those specific units need to be returned; the refund or replacement will be calculated proportionally based on the per-unit bundle price, not the single-unit retail price.
Change-of-mind returns on bundle orders are accepted only if the entire bundle is returned complete and unused, unless otherwise agreed in writing.

10. Fair Use & Fraud Prevention

To keep this policy fair and sustainable for all customers, Shaharam reserves the right to:

Decline a return or refund request where there is reasonable evidence of staged damage, misuse, or repeated abuse of the return process by the same customer or account
Request additional verification (e.g., additional photos, a video call) in cases of ambiguous or disputed damage claims
Limit future COD order acceptance for accounts with a documented pattern of refused deliveries or fraudulent return claims

This clause exists to protect genuine customers by keeping the return process fast and low-friction; it is not intended to be used to deny legitimate claims that meet the documentation standards above.

11. How to Start a Return

Message us on WhatsApp at 03318488022 with:

Your order number
Reason for return
Required photos/video per Section 2

Our team typically responds within 1 hour during business hours ([Insert business hours]).

12. Limitation of Liability

Except as required by applicable Pakistani consumer protection law, Shaharam's maximum liability for any order is limited to the amount paid for that order. We are not liable for indirect or incidental losses arising from delayed delivery, delayed refund processing due to courier or payment-partner delays, or use of a product outside its intended purpose.

13. Changes to This Policy

Shaharam may update this policy from time to time to reflect changes in our operations, catalogue, or applicable law. The version in effect at the time of your order will apply to that order. Material changes will be reflected with an updated "Last updated" date at the top of this page.

14. Governing Law

This policy is governed by the applicable consumer protection laws of Pakistan. Nothing in this policy limits any statutory right you may have under applicable law that cannot be waived by agreement.

[This clause, and Sections 5–7 on refund handling, should be reviewed by a locally licensed lawyer to confirm accuracy for your specific province/jurisdiction and business registration.]

15. Contact Us

For any questions about this policy, contact us via WhatsApp at 03318488022 or email at shaharamessentials@gmail.com.