Returns & refunds
KhawajaMart operates on cash on delivery (COD) only. This policy is written for customers in Pakistan and reflects common practice under consumer-protection expectations (including principles reflected in the Consumer Rights Protection Act, 2019, and related provincial consumer forums).
1. How you pay
You pay when the order is delivered. We do not collect card or bank payments on the website. Any refund or adjustment for an approved claim is therefore handled outside card chargebacks—for example by replacement, store credit, or another method we agree with you in writing.
2. Delivery, shipping, and tax
Each order includes a flat delivery charge of Rs 330 plus 4% government tax on the amount (subtotal + shipping), as shown at checkout. These charges are part of the COD total you pay to the courier unless we tell you otherwise in advance.
3. Defective, damaged, or wrong items
If you receive the wrong product, an item damaged in transit, or a defect that was not reasonably visible before opening, contact us within 48 hours of delivery on WhatsApp (+92 335 7867532) or email teamkhawajamart@gmail.com with your order number and clear photos of the parcel, label, and the issue. We will verify and, where the claim is valid, offer an appropriate remedy—typically replacement or another fair resolution under Pakistani consumer norms.
4. Perishable, opened, and hygiene-sensitive goods
For food, beverages, personal care, and similar items, returns may be limited once opened or consumed for safety and hygiene reasons, except where the item is not as described, unsafe, or clearly defective. Keep packaging until you have inspected your delivery.
5. Change of mind
COD orders are fulfilled for immediate delivery. General "change of mind" returns are not guaranteed and are decided case by case. If you refuse a correct, undamaged order at the door, courier charges and any applicable fees already incurred may still apply as per our instructions to the delivery partner.
6. Disputes
If we cannot resolve a dispute together, you may pursue remedies available under Pakistani law, including consumer-protection forums in your province. We aim to resolve issues fairly before that step.