Refund Policy
Refund Policy
This Refund Policy applies to all transactions conducted through the Shuhaz platform — Pakistan's dual-pricing social and retail marketplace. By completing a purchase on Shuhaz, you confirm that you have read and agree to the terms outlined in this policy.
Scope of this policy
This policy governs refund requests made by both Consumer buyers and Wholesale buyers registered on the Shuhaz platform. Suppliers and Wholesalers managing storefronts through Shuhaz managed pricing service are subject to the separate Seller Agreement in addition to the terms below.
Refund
Starts from
Applies to
Refund requests must be submitted within 7 calendar days from the date the order is marked as delivered on the platform. Requests received after this window will not be accepted under any circumstances.
Eligible and ineligible refund scenarios
| Scenario | Buyer type | Status |
|---|---|---|
| Item received is damaged or defective | Consumer / Wholesale | Eligible |
| Wrong item delivered (not matching order) | Consumer / Wholesale | Eligible |
| Item significantly differs from product listing | Consumer / Wholesale | Eligible |
| Order not received (confirmed by tracking) | Consumer / Wholesale | Eligible |
| Partial order received (missing items) | Consumer / Wholesale | Eligible |
| Change of mind after order delivery | Consumer / Wholesale | Not eligible |
| Incorrect order placed by buyer | Consumer / Wholesale | Not eligible |
| Product used or partially consumed | Consumer / Wholesale | Not eligible |
| Request submitted after 7-day window | Consumer / Wholesale | Not eligible |
| Wholesale pricing dispute (price visible pre-purchase) | Wholesale | Not eligible |
| Refund requested during active dispute resolution | Consumer / Wholesale | Under review |
How to submit a refund request
To initiate a refund, follow these steps within the 7-day window:
1. Log into your Shuhaz account and navigate to My Orders.
2. Select the relevant order and tap Request Refund.
3. Select the reason for the refund from the dropdown and provide a brief description.
4. Upload supporting evidence — photographs of the item, packaging, or delivery receipt where applicable.
5. Submit the request. You will receive an acknowledgment within 24 hours.
Refund requests submitted without adequate supporting evidence may be declined. Shuhaz reserves the right to request additional documentation before processing any claim.
Refund processing timeline
| Stage | Estimated time |
|---|---|
| Request acknowledgment | Within 24 hours |
| Review & verification | 2–3 business days |
| Decision communicated to buyer | 3–5 business days |
| Refund credited (if approved) | 5–7 business days |
Approved refunds are issued to the original payment method. Processing times may vary depending on the payment provider or banking institution.
- Wholesale buyer considerations
Wholesale buyers on Shuhaz access supplier catalogues at verified wholesale prices, which are distinct from consumer retail prices. By completing a wholesale purchase, the buyer acknowledges that:
— The wholesale price displayed at checkout was agreed upon at the time of purchase.
— Pricing differences between wholesale and retail views do not constitute grounds for a refund.
— Bulk orders may be subject to a partial refund only for the specific defective or incorrect units, not the entire order, unless the entire shipment is affected.
- Supplier and managed storefront responsibilities
Suppliers who manage their product listings and pricing through Shuhaz 2.0's managed pricing service are responsible for ensuring accurate product descriptions, images, and stock availability. Refunds arising from inaccurate supplier listings will be processed by Shuhaz 2.0 and may be recovered from the respective supplier in accordance with the Seller Agreement.
- Non-refundable items
Unless defective or incorrectly delivered, the following categories are non-refundable: perishable goods, customised or made-to-order items, digital goods after download or access has been granted, and any product explicitly marked as "final sale" on the listing page.
- Dispute resolution
If a refund request is denied and the buyer believes the decision is incorrect, a formal dispute may be raised within 3 business days of the denial notice. Shuhaz 2.0's dispute resolution team will review the case independently. The platform's decision following dispute review shall be final and binding.
- Contact support
For refund-related queries, contact our support team at support@shuhaz.com or through the Help Centre in your account dashboard. Support is available Monday to Saturday, 9:00 AM – 6:00 PM PKT.
