Operations template

Refund & Return Policy (E-commerce)

REFUND AND RETURN POLICY

Last updated: [DATE]

This Refund and Return Policy ("Policy") applies to purchases made through [WEBSITE URL] (the "Website"), operated by [COMPANY LEGAL NAME], a [sole proprietorship / partnership firm / company incorporated under the Companies Act, 2017] having its registered/principal office at [COMPANY ADDRESS], NTN [NUMBER] ("Company", "we", "us", "our"). This Policy forms part of, and should be read with, our Terms and Conditions.

By placing an order on the Website, you ("you", the "Customer") agree to this Policy.

1. SCOPE
1.1 This Policy sets out the circumstances in which you may return products and the basis on which we provide refunds, replacements or exchanges.
1.2 This Policy applies to products purchased directly from the Website. Products purchased from third-party resellers are subject to that reseller's policy.

2. RETURN ELIGIBILITY
2.1 You may request a return within [NUMBER, e.g. 7] days of the date you receive the product, provided that the product is: (a) unused and in the same condition in which you received it; (b) in its original packaging with all tags, accessories and free items intact; and (c) accompanied by proof of purchase (order number / invoice).
2.2 We will accept returns and provide a refund, replacement or repair, at our or your option as set out below, where the product is: (a) defective, damaged or faulty on arrival; (b) not as described or materially different from what was ordered; or (c) the wrong item delivered.
2.3 For change-of-mind returns (where the product is not defective), [we accept returns within [NUMBER] days subject to the conditions in Clause 2.1, and the return shipping cost is borne by the Customer / change-of-mind returns are not accepted], as elected here.

3. NON-RETURNABLE ITEMS
3.1 The following are not eligible for return or refund except where defective or not as described, to the extent permitted by law: (a) perishable goods; (b) personal-care, hygiene or intimate items once opened; (c) customised or made-to-order items; (d) digital products, downloadable software or gift cards once delivered/redeemed; (e) items marked "final sale" or "non-returnable"; and (f) [ADD ANY OTHERS].

4. HOW TO INITIATE A RETURN
4.1 To initiate a return, contact us at [EMAIL] / [PHONE] within the applicable period with your order number, the item(s) concerned, the reason, and (for damaged/defective items) photographs.
4.2 We will respond within [NUMBER] business days with return instructions and, where applicable, a return authorisation. Do not ship items back before receiving instructions, as unauthorised returns may not be accepted.

5. INSPECTION
5.1 Once we receive the returned product, we will inspect it and notify you within [NUMBER] business days whether your return is approved. We may reject a return that does not meet the conditions in Clause 2.1 or that shows signs of use, damage or tampering not present at delivery.

6. REFUNDS
6.1 Where a refund is approved, we will process it within [NUMBER, e.g. 7-14] business days of approval.
6.2 Refunds will be made to the original payment method where possible. For cash-on-delivery orders, refunds will be made by [bank transfer to your provided account / store credit], for which we will request your bank details.
6.3 We will refund the price of the product. [Original delivery charges are non-refundable except where the product was defective, damaged, wrongly delivered or not as described, in which case we will refund delivery charges and bear return shipping.]
6.4 The time for the refunded amount to appear in your account depends on your bank or payment provider and is outside our control.

7. EXCHANGES AND REPLACEMENTS
7.1 Where you are entitled to an exchange or replacement, we will dispatch the replacement once the returned item is received and inspected, subject to stock availability. If the item is unavailable, we will offer an alternative or a refund.

8. ORDER CANCELLATION
8.1 You may cancel an order before it is dispatched by contacting us at [EMAIL]/[PHONE]; we will refund any amount already paid. Once an order has been dispatched, it is subject to the return process above.
8.2 We reserve the right to cancel any order (with a full refund) due to stock unavailability, pricing or description errors, suspected fraud, or inability to fulfil, and will notify you.

9. DAMAGED OR INCORRECT DELIVERIES
9.1 Please inspect your order on delivery. If a product arrives damaged or incorrect, notify us within [NUMBER, e.g. 48] hours of delivery with photographs so we can arrange a replacement or refund at no additional cost to you.

10. STATUTORY RIGHTS
10.1 Nothing in this Policy affects your statutory rights as a consumer under applicable Pakistani law, including the implied conditions and warranties under the Sale of Goods Act, 1930 and any applicable provincial consumer-protection legislation. Where this Policy conflicts with your non-excludable statutory rights, those statutory rights prevail.

11. FRAUD AND ABUSE
11.1 We may refuse returns or refunds, and may suspend accounts, where we reasonably suspect fraud, abuse of this Policy, or a pattern of excessive returns inconsistent with genuine consumer use.

12. CHANGES TO THIS POLICY
12.1 We may update this Policy from time to time. The version in effect at the time of your order applies to that order. Changes take effect when posted with an updated "Last updated" date.

13. GOVERNING LAW AND DISPUTES
13.1 This Policy is governed by the laws of Pakistan. Any dispute shall be subject to the jurisdiction of the courts at [CITY], without prejudice to any remedy available to you before the relevant provincial consumer court.

14. CONTACT US
For returns, refunds or questions about this Policy:
[COMPANY LEGAL NAME]
Email: [EMAIL] | Phone: [PHONE]
Address: [POSTAL ADDRESS]
Customer service hours: [HOURS]