Return & Refund Policy

Return and Refund Policy

Effective Date: January 1, 2026  |  Last Updated: April 2026

PakAutoMart is committed to ensuring a fair and transparent return and refund experience for all buyers and sellers. This policy is designed in compliance with consumer protection laws applicable in Pakistan, including the Punjab Consumer Protection Act 2005, the Sindh Consumer Protection Act 2014, the Khyber Pakhtunkhwa Consumer Protection Act 2016, the Balochistan Consumer Protection Act 2003, and the Sale of Goods Act 1930. Buyers in all provinces of Pakistan are entitled to the protections afforded by their respective provincial consumer protection legislation.

1. Return Eligibility Window

Buyers may initiate a return request within 7 days of receiving the order for standard parts. For electrical components, ECUs, and sensitive electronics, the return window is 3 days from delivery. Digital products and downloaded software are non-returnable once accessed. Returns must be initiated through your PakAutoMart account dashboard under "My Orders → Return Request." Late return requests will be reviewed on a case-by-case basis at PakAutoMart's discretion.

2. Valid Grounds for Return

A return request is valid if: (a) the product received is significantly different from the listing description; (b) the product is defective, damaged during shipping, or non-functional upon arrival; (c) the wrong item was delivered; (d) the product is counterfeit or not as described in terms of brand/origin; (e) the product is missing components essential for installation. Returns for "change of mind" are subject to seller acceptance and may incur a restocking fee not exceeding 10% of the product value.

3. Condition of Returned Items

Returned items must be in their original condition, unused (where the reason is not defect/damage), in original packaging, and accompanied by all accessories, documentation, and invoice. Items that have been installed in a vehicle, modified, or damaged by the buyer will not qualify for return unless the defect existed prior to installation and is evidenced by a qualified mechanic's assessment. PakAutoMart recommends buyers inspect all parts before installation.

4. Return Process

Step 1: Log into your account and navigate to My Orders. Step 2: Select the relevant order and click "Return Request." Step 3: Choose the return reason and upload supporting photos/videos of the defect or incorrect item. Step 4: Our team will review within 48 hours (business days). Step 5: Upon approval, a return shipping label will be arranged (cost borne by seller for defective/wrong items; by buyer for change-of-mind returns). Step 6: Once the seller receives and confirms the return, your refund is processed.

5. Refund Timeline

Refunds are processed as follows: JazzCash/Easypaisa — within 3-5 business days; Bank Transfer — within 5-7 business days; Credit/Debit Card — within 7-14 business days (depending on issuing bank); PakAutoMart Wallet — immediately upon approval. PakAutoMart shall not be responsible for delays caused by banking institutions or payment processors beyond our control.

6. Seller Obligations

Sellers are legally obligated under the Sale of Goods Act 1930 to ensure goods conform to their description and are of merchantable quality. Sellers who repeatedly receive legitimate return claims or maintain a return rate above 10% will face account review and may be suspended. Seller funds for disputed orders are held in escrow until the dispute is resolved. Fraudulent return claims by buyers may result in account suspension and reporting to authorities.

7. Non-Returnable Items

The following items are non-returnable unless defective: (a) custom-ordered or specially fabricated parts; (b) consumables including engine oils, brake fluids, coolants, and gaskets once unsealed; (c) safety seals on airbag systems once broken; (d) items explicitly marked as "final sale" or "non-returnable" in the listing; (e) digital goods including diagnostic software licenses. Sellers must clearly mark non-returnable items in their listings.

8. Consumer Protection Rights

Under provincial consumer protection laws, Pakistani consumers have the right to: receive goods of acceptable quality; seek compensation for defective goods; lodge complaints with the Consumer Court of their respective province. Buyers who feel their consumer rights are violated may contact: Punjab Consumer Protection Council (PCPC), Sindh Consumer Protection Council, or relevant provincial authority. PakAutoMart will cooperate fully with any consumer court proceedings.

9. Dispute Escalation

If a return dispute is not resolved at the platform level within 10 business days, it may be escalated to PakAutoMart's Senior Dispute Resolution Team. The escalation team's decision is binding on the seller. Buyers and sellers who disagree with the final decision may seek recourse through the competent Consumer Court of their province or civil courts in Lahore, Punjab, Pakistan.

10. Contact

For return and refund queries: returns@pakautomart.com | WhatsApp: available on the Contact page | Business hours: Monday–Saturday, 9 AM – 6 PM PKT.