Refund & Returns Policy

☰Quick Navigation

1Return Window & Eligibility

You may request a return within 7 days of delivery. What you can return depends on the item's category, and every product page shows the rule for that item:

• Wrong, damaged, faulty, incomplete or not as described — can be returned within the window in every category except the non-returnable items in section 3.
• Change of mind (including wrong size) — accepted only for clothing and shoes for men, women and kids, including sportswear, if unused, unworn and with tags on. Not for innerwear, lingerie, swimwear, watches, jewellery or wedding wear.
• Non-returnable items (section 3) — refunded only if you received the wrong item or did not receive it.

To be eligible for a return, the item must be:

• Unused, unworn and in the same condition that you received it.
• In its original packaging, with all tags, labels, accessories, free gifts and manuals included.
• Accompanied by proof of purchase (Order number or receipt).

Items that are damaged through misuse, are missing parts, or are returned outside the return window may be refused or may qualify for only a partial refund.

The 7 days are counted from the day your Order is marked delivered. Returns can only be opened on a delivered Order — if it has not arrived yet, cancel it instead (section 7). Only one return request can be open on an Order at a time.

2How to Request a Return

Starting a return is quick and easy:

1. Open My Account → Orders, open the delivered Order and choose Request a return under Need help?. You can also use our AI Live Support chat or email support@arbsbuy.pk with your Order number and reason.
2. Share clear photos or a short video of the item (and the unboxing video, if available).
3. Our team reviews and approves your request, usually within 1–2 business days.
4. Pack the item safely and send it back using the return instructions we provide.
5. Once received and checked, your refund or replacement is processed.

3Non-Returnable Items

For hygiene, safety and practical reasons, the following items cannot be returned unless you received the wrong item or did not receive it. If one arrives damaged, report it under Buyer Protection and Arbsbuy reviews it with the seller's packing proof.

• Innerwear, undergarments, lingerie, nightwear and swimwear.
• Beauty and personal care: makeup, skincare, haircare, fragrances, contact lenses and wigs (beauty appliances and tools follow the standard rule).
• Hygiene and intimate products: personal hygiene, sexual wellness, adult and baby diapers and wipes, baby care, masks and sanitizers, dental care, glucometer test strips and patient-care items.
• Fine jewellery: certified and loose gemstones and gemstone jewellery.
• Digital goods: game cards, gift cards, mobile load, software and licences, streaming subscriptions.
• Custom-made, personalised or made-to-order items, and any product whose page says "Not returnable".

4Damaged, Wrong or Defective Items

We strongly recommend recording a continuous unboxing video when you open your parcel. This single step makes damaged, wrong-item and missing-item claims fast and easy to approve, and protects you completely.

5Gems, Minerals & High-Value Items

Because gemstones and minerals are rare and valuable, returns of these items follow the special protections set out in Section 11 of our Terms & Conditions. In short:

• If a Gem does not match its laboratory certificate or description — for example a different stone, an undisclosed treatment, a synthetic sold as natural, or a materially different weight — you are entitled to a full refund and return at the Seller's cost.
• Both Buyer and Seller should keep unboxing video, photographs and tamper-evident packaging for high-value Gems.
• In an authenticity dispute, the item may be examined by a mutually agreed independent gemological laboratory, whose report is the primary basis for resolution.

6Refund Methods & Timelines

Once your returned item is received and approved, your refund is processed to your original payment method or, for Cash on Delivery Orders, to your nominated account. Typical timelines are:

Arbsbuy Pakistan does not take debit or credit cards, EasyPaisa or JazzCash at checkout. Checkout is Cash on Delivery or Bank Transfer, and your wallet balance can be applied to either. Refunds therefore never go "back to a card".

Timelines begin once the return is approved. Bank and wallet processing times are outside our control. Where offered, you may instead choose store credit, which is usually issued faster.

7Cancellations

You can cancel your own Order from My Account → Orders. The Cancel order button is there while the Order is still Pending or Processing and no Seller has handed a parcel to the courier yet. You pick a reason (ordered by mistake, found it cheaper, changed your mind, taking too long, or other) and the whole Order is cancelled at once — there is no charge for cancelling.

What comes back when you cancel

• Cash on Delivery: you owe nothing. There is no cash to refund because you never paid — simply do not accept the parcel if one still arrives, and tell us.
• Arbsbuy wallet credit used on the Order: returned to your wallet in full, immediately, in the same transaction that cancels the Order.
• Bank transfer already received by us: refunded to the account you paid from, under the timelines in section 6.
• The stock goes back to the Seller's listing and the Seller's earning for that Order is reversed. The Seller is told at once not to despatch it.

Cancelling repeatedly is noticed. If you cancel two or more Orders yourself, future Cash on Delivery Orders from your account or phone number may be held for a confirmation call before they are passed to a Seller.

8Exchanges

If you need a different size, colour or variant, or received a defective item, we are happy to arrange an exchange where stock is available. If a replacement is not available, we will issue a full refund instead. Contact our support team to start an exchange.

9Return Shipping Costs

• We pay: when the item is damaged, defective, incorrect, or not as described — return shipping is free.
• You pay: when you return an item due to change of mind, wrong selection, or no longer needing it — the return shipping cost is borne by the Buyer.

Original delivery charges are non-refundable except where the return is due to our or the Seller's error.

10Return Abuse & Fraud Prevention

The following may lead to a refused return, a partial refund, account restrictions or, in serious cases, account termination and referral to the authorities:

• Returning a used, worn, altered or damaged item as "unused".
• Swapping the received item for a different or counterfeit one.
• Making false claims of damage, wrong item or non-delivery.
• Repeatedly refusing Cash on Delivery parcels or abusing the return process.
• Returning items without their original tags, parts or packaging.

11Seller Responsibilities

Sellers must accept genuine returns that comply with this policy, ship accurate and well-packaged items, honour their stated warranties, and resolve approved refunds and replacements promptly. Where a return results from a Seller's error or a misrepresented item, the Seller bears the return cost, and Arbsbuy Pakistan may deduct the refunded amount from the Seller's balance. Repeated failure to honour valid returns may result in payout holds or removal from the marketplace.

12Contact Us

Need to return something or have a question about a refund? The fastest way to get help is our AI Live Support, available at any time — just click the chat icon in the bottom-right corner of any page. It answers instantly and passes anything it cannot settle to a person, who replies during business hours. You can also email us anytime.

See also: Arbsbuy Protected · Terms & Conditions · Shipping Policy · Privacy Policy · Contact Us