Return & Refund Policy

Return & Refund Policy

Last Updated: [DATE] | Version: 1.0

1. Introduction and Scope

This Return & Refund Policy ("Policy") governs the return, replacement, and refund of auto parts and related products purchased through PakAutoMart (pakautomart.com), Pakistan's first multi-vendor auto parts marketplace ("PakAutoMart," "the Platform," "we," "us," or "our"). PakAutoMart operates as an online marketplace that connects independent, third-party sellers ("Sellers") with buyers ("you," "Buyer," or "Customer"). Products listed on the Platform, including genuine/OEM parts, aftermarket parts, and used or reconditioned parts, are owned, listed, priced, and fulfilled by the Sellers themselves, with PakAutoMart acting as the intermediary technology platform and, where applicable, facilitator of payment collection and dispute resolution.

This Policy should be read together with our Terms & Conditions, Shipping & Delivery Policy, Disclaimer, Anti-Counterfeit & Genuine Parts Policy, and Dispute Resolution Policy, each of which forms part of the contractual arrangement between you, the relevant Seller, and PakAutoMart. This Policy is framed in accordance with the general principles of the Sale of Goods Act, 1930, the Contract Act, 1872, and, given that PakAutoMart's registered place of business is in Lahore, Punjab, the Punjab Consumer Protection Act, 2005. Buyers located in other provinces of Pakistan may be entitled to additional or different protections under the consumer protection legislation applicable in their respective province, and nothing in this Policy is intended to limit any statutory right that cannot lawfully be excluded or restricted by contract.

All monetary values referenced on the Platform, including in this Policy, are quoted and settled exclusively in Pakistani Rupees (PKR). Any figures used in this document are illustrative examples only and do not represent live or current pricing.

2. General Return Window and Eligibility

Subject to the exclusions set out in Section 3 below, a Buyer may generally request a return of an eligible item within [LEGAL REVIEW NEEDED — exact day count/fee to be finalized by PakAutoMart management and inserted here] days of the confirmed delivery date shown in the order tracking record. A return request submitted after this window has lapsed may, at the sole discretion of the relevant Seller and PakAutoMart, be refused or handled on an exceptional, case-by-case basis only.

To be eligible for a return, an item must generally satisfy all of the following conditions unless the return arises from a Seller fault, defect, or wrong-item shipment as described in Sections 4 and 5:

• The part is unused, uninstalled, and not fitted to any vehicle;
• The part is returned in its original manufacturer packaging, with all seals, tags, and tamper-evident features intact where applicable;
• All accessories, hardware, manuals, warranty cards, free gifts, and bundled components originally included with the item are returned together with the part;
• The part shows no signs of installation attempt, physical damage, fluid contact, corrosion, or wear beyond the condition in which it was delivered; and
• The original invoice, order confirmation, or other proof of purchase from PakAutoMart is available or can be verified against the order record.

Items that do not meet these conditions may be rejected on inspection and returned to the Buyer at the Buyer's cost, or a reduced/partial refund may be offered at the Seller's discretion, subject to the restocking arrangements described in Section 8.

3. Non-Returnable Items

Given the technical and safety-sensitive nature of automotive parts, certain categories of products are not eligible for change-of-mind return once delivered, except where the item is defective, damaged in transit, or not as described, in which case Sections 4 and 5 of this Policy shall apply instead. Non-returnable categories include, without limitation:

• Electrical and electronic parts (including but not limited to sensors, control modules, wiring harnesses, ignition components, alternators, starters, batteries, audio and infotainment units, and lighting ballasts) once installed or connected to a vehicle's electrical system, or where the tamper-evident packaging, seal, or security sticker has been broken, opened, or removed;
• Special-order, custom-sourced, or made-to-order parts that a Seller has procured, imported, machined, or configured specifically at the Buyer's request or specification, and which are not part of the Seller's standard stock;
• Used, reconditioned, or salvage parts sold and clearly listed as "as-is," which are accepted by the Buyer in the condition described and photographed at the time of listing, save where the part delivered is materially different from its description or is defective in a manner not disclosed at the point of sale;
• Consumables and items that are hygienically sealed, such as filters, gaskets, seals, and fluids, once opened; and
• Any item expressly marked as "Final Sale" or "Non-Returnable" on its product listing page at the time of purchase.

Buyers are strongly encouraged to review the Disclaimer regarding vehicle fitment and compatibility before purchasing, as PakAutoMart and Sellers rely on the make, model, variant, and year information provided by the Buyer, and mis-selection of a part due to incorrect fitment information supplied by the Buyer does not, by itself, constitute a Seller fault.

4. Wrong Part Shipped

Where a Buyer receives a part that is materially different from the part ordered and confirmed on the order summary (a "wrong item"), the Seller and, where necessary, PakAutoMart shall be responsible for remedying the error at no additional cost to the Buyer. In such cases:

• The Buyer must report the discrepancy through the order's "Report an Issue" function or by contacting the Seller directly, accompanied by photographs of the item received, its packaging, and the shipping label, clearly showing the part number or description that does not match the order;
• The Seller shall arrange for collection or return shipment of the incorrect item at the Seller's cost, and shall dispatch the correct part at no extra charge, or, if the correct part is unavailable, issue a full refund including any original delivery charges paid by the Buyer;
• PakAutoMart may intervene to facilitate the exchange or refund where the Seller is unresponsive or fails to act within a reasonable period, consistent with the Dispute Resolution Policy.

5. Defective or Dead-on-Arrival (DOA) Parts

A part is considered defective or "dead on arrival" if it fails to function as intended upon first reasonable use or inspection, is physically damaged in a manner not disclosed at the time of listing, or is materially different in quality from its description, through no fault of the Buyer's handling or installation.

Where a Buyer believes a part is defective or DOA, the following process applies:

• The Buyer must notify the Seller (with PakAutoMart copied or notified via the Platform's support channel where possible) as soon as reasonably practicable, and in any event within the return window referenced in Section 2, describing the fault;
• The Buyer must provide supporting evidence, which may include clear photographs or video of the part, its packaging, any visible damage, and, where relevant, error codes, diagnostic readouts, or a mechanic's or workshop assessment;
• The Seller shall review the evidence and respond within a reasonable timeframe, which the Seller and PakAutoMart shall endeavour to keep to a minimum given the operational nature of auto parts. The Seller may request the item be returned for physical inspection before a final determination is made, or may accept the evidence submitted as sufficient;
• Where a defect is confirmed, the Buyer shall be entitled, at their election and subject to availability, to a free replacement of the same part, or a full refund of the purchase price and any applicable delivery charges;
• Where the Seller disputes that the part is defective, either party may escalate the matter to PakAutoMart for review in accordance with the Dispute Resolution Policy.

Buyers should note that ordinary wear and tear, damage caused by improper installation, misuse, use of the part in an unsuitable application, or failure to follow manufacturer fitting instructions, does not constitute a defect for the purposes of this Section.

6. How to Initiate a Return

All return requests must be initiated in the first instance directly with the Seller from whom the item was purchased, since the Seller is the contracting party for the sale of the goods. Buyers should:

• Log in to their PakAutoMart account and locate the relevant order;
• Select the item and choose the applicable return, replacement, or refund reason;
• Upload supporting photographs or documentation where the return relates to a wrong, damaged, or defective part; and
• Communicate with the Seller through the Platform's messaging or support channel to agree on the resolution (replacement, refund, or repair, as applicable).

If the Seller does not respond within a reasonable period, refuses a legitimate claim, or the Buyer and Seller are unable to reach a resolution, the Buyer may escalate the matter to PakAutoMart's customer support team at admin@pakautomart.com or 042 111 786 786, or through the Platform's dispute escalation function. PakAutoMart will review the evidence submitted by both parties and facilitate a resolution in accordance with the Dispute Resolution Policy. PakAutoMart's decision in facilitating such disputes is intended to be fair and evidence-based but does not replace either party's right to pursue remedies available under applicable law, including the Punjab Consumer Protection Act, 2005, or the corresponding consumer protection legislation of the Buyer's home province.

7. Refund Timelines and Methods

Once a return, replacement, or refund request has been approved by the Seller or, where applicable, PakAutoMart, refunds will be processed according to the original mode of payment used at checkout:

• Cash-on-Delivery (COD) orders: Since no advance electronic payment was made, an approved refund for a COD order will generally be processed as a reversal credited back to the Buyer through a mobile wallet transfer, bank transfer, or such other electronic means as the Buyer nominates, as PakAutoMart does not typically hold cash balances for COD transactions. The Buyer may be asked to share bank account or mobile wallet details solely for the purpose of crediting the refund;
• Mobile wallet or bank transfer payments: Where an order was paid using a mobile wallet or direct bank transfer, the approved refund amount will be reversed to the same mobile wallet account or bank account from which payment was originally made;
• Card payments: Where an order was paid by debit or credit card, the refund will be credited back to the original card used for the transaction through the relevant payment gateway;

Refund processing times may vary depending on the Buyer's bank, mobile wallet provider, or card issuer, and may take a number of business days to reflect in the Buyer's account after PakAutoMart or the payment gateway initiates the reversal. Delivery charges will only be refunded where the return, replacement, or refund arises from a Seller fault, wrong item, or confirmed defect, as described in Sections 4 and 5; delivery charges are generally non-refundable for change-of-mind returns. Buyers should also refer to the Shipping & Delivery Policy for information on delivery timelines that may affect when a return can be initiated.

8. Restocking Fees

For eligible change-of-mind returns (that is, returns not arising from Seller fault, wrong item, or defect), a Seller may, where disclosed on the applicable product or category listing, deduct a restocking fee from the refund amount to cover handling, inspection, and re-listing costs. Where applicable, the restocking fee will be calculated as [LEGAL REVIEW NEEDED — exact day count/fee to be finalized by PakAutoMart management and inserted here] of the item's purchase price and will be clearly communicated to the Buyer before the return is finalized. No restocking fee shall be charged where the return arises from a wrong part shipped, a confirmed defect, or any other fault attributable to the Seller or PakAutoMart.

9. Return Shipping Costs

Responsibility for the cost of return shipping depends on the reason for the return:

• Seller fault (wrong item, defective/DOA part, or item materially not as described): The Seller shall bear the full cost of return shipping, including arranging or reimbursing collection of the item from the Buyer's address;
• Buyer change of mind or ordering error (where the item is otherwise eligible for return under Section 2): The Buyer shall bear the cost of returning the item to the Seller, and this cost will typically be deducted from, or must be settled in addition to, any restocking fee applicable under Section 8;
• Non-returnable or rejected items: Where an item is returned to the Buyer because it failed the inspection conditions in Section 2 or falls within the non-returnable categories in Section 3, any shipping cost associated with returning the item to the Buyer shall be borne by the Buyer.

Buyers are advised to use adequate packaging when returning any part to prevent damage in transit, as items damaged during return shipping due to inadequate packaging may be refused or may result in a reduced refund.

10. Cancellations Before Dispatch

A Buyer may generally request cancellation of an order at no cost provided the order has not yet been dispatched by the Seller. Once an order has been dispatched or is out for delivery, the request will be treated as a return and will be subject to the terms of this Policy upon delivery. Sellers reserve the right to cancel orders that cannot be fulfilled due to stock unavailability, pricing errors, or other operational reasons, in which case any amount paid by the Buyer will be refunded in full using the methods described in Section 7.

11. Fitment, Compatibility, and Seller Responsibility

PakAutoMart is a marketplace facilitator and is not the manufacturer or, in most cases, the seller of record for parts listed on the Platform. Responsibility for the accuracy of product descriptions, fitment information, condition grading (for used/reconditioned parts), and authenticity of genuine/OEM parts rests primarily with the individual Seller, subject to PakAutoMart's oversight under the Vendor/Seller Agreement and Anti-Counterfeit & Genuine Parts Policy. Buyers are responsible for verifying vehicle compatibility using chassis/VIN details, part numbers, and manufacturer specifications before purchase, and should review the Disclaimer for further information on the limits of fitment guidance provided on product listings.

12. Amendments to this Policy

PakAutoMart reserves the right to amend, update, or replace this Return & Refund Policy at any time to reflect changes in law, marketplace practice, or operational requirements. The updated Policy will be posted on this page with a revised "Last Updated" date and, where the changes are material, notified through the Platform. Continued use of PakAutoMart after such changes take effect constitutes acceptance of the revised Policy. For questions regarding this Policy, Buyers may contact PakAutoMart's support team at admin@pakautomart.com or 042 111 786 786, or refer to our Terms & Conditions and Dispute Resolution Policy for further guidance on resolving order-related concerns.