Arbsbuy Protected
Last updated: 10 October 2026
Arbsbuy Pakistan is operated by Arbsbuy (SMC-Private) Limited (SECP CUIN 0310402).
Every order on Arbsbuy is covered by this policy. You can pay cash on delivery, the seller is paid by Arbsbuy only after your parcel is delivered and the return window has passed, and sellers are asked to record how your parcel was packed before it ships. If something goes wrong, Arbsbuy steps in — not the courier, not the seller alone.
What the guarantee covers
| Problem | What we do |
|---|---|
| Empty parcel | The seller's packing photos/video are checked against your report. If the parcel was sent empty or short, you are refunded in full — the amount is recovered from the seller's held earnings. |
| Wrong item | You receive a different product, size or colour than the listing. Return it free of charge and get a replacement or a full refund. |
| Damaged item | The product arrives broken or unusable. Send photos within 48 hours of delivery; we arrange a return pickup and refund or replace. |
| Not received | Tracking shows delivered but you never got it, or the parcel never arrived. We check with the courier and refund you if the delivery cannot be proven to your address. |
How it works, step by step
- Seller is paid after delivery, never before. Cash you hand the courier is held by Arbsbuy. It is released to the seller only after delivery is confirmed and a hold period has passed — currently 10 days after delivery, and 14 days for a seller's first three payouts.
- Packing proof (optional). When a seller marks your order shipped, they can upload photos or a short video of the sealed parcel with your order number visible. Most do, because it is their own defence in a dispute — but it is not yet compulsory on every order, so please record your own unboxing video too. Packing proof is kept privately by Arbsbuy and weighed against your evidence when you make a claim; a seller who uploaded none is far more likely to lose the claim.
- 7-day returns on eligible items. Wrong, damaged, faulty or not as described — request a return from your order page within 7 days of delivery. Change of mind or wrong size is accepted only for clothing and shoes (unused, tags on). Non-returnable items (innerwear, opened beauty and hygiene products, fine jewellery, digital goods, personalised items) are refunded only if wrong or not received. Each product page shows its rule; see the Return & Refund Policy.
- Arbsbuy decides disputes. A claim is reviewed by the Arbsbuy team with the seller's packing proof, the courier record and your evidence side by side. The decision is made by a person, not automatically.
How to make a claim
- Go to My Account → Orders and open the order.
- Under Need help? choose Report a Problem.
- Pick the claim reason — Empty parcel, Wrong item, Damaged item or Not received — describe what happened and submit.
- If you have them, email photos of the parcel, the label and the contents to support@arbsbuy.pk quoting your order number. A short video of you opening the parcel is the strongest evidence.
- We reply within 2 working days. Approved refunds are usually paid to your Arbsbuy wallet or bank account within 5–10 business days.
Time limits
- Empty parcel / wrong item / damaged: report within 48 hours of delivery (7 days for other returns).
- Not received: report any time after the estimated delivery date has passed.
What is not covered
- Orders where you refused delivery or gave the courier a wrong address.
- Damage caused after delivery, or products used beyond checking them.
- Deals made outside Arbsbuy (WhatsApp, phone or bank transfer directly to a seller). Always pay through the platform.
Questions? Read our Returns & Refunds policy, the Dispute Resolution policy, or contact us. See also Frequently Asked Questions and Fraud & Scam Prevention.
Still need help? Call our support team, Mon–Sat, 9am–9pm: