RETURN & REFUND POLICY

At Kenari.pk, we are committed to delivering high-quality products and reliable customer service. Our policies are designed in accordance with common e-commerce practices and consumer rights principles followed in Pakistan. By placing an order on our website, you agree to the terms and conditions outlined below.

Important Note
Items purchased on SALE are not eligible for exchange or refund.

Eligibility for Exchange or Refund (Domestic Orders)

An item will only be eligible for exchange if:

  • The item is received in damaged condition, or
  • The wrong article was delivered.

Important Terms

  • Approved items will be exchanged only for the same article as a replacement (subject to stock availability).
  • Replacement items are not issued as coupons.
  • If the same article is unavailable, our team will contact the customer to assist in placing a new order with the returned item value adjusted accordingly.
  • Our support team will contact the customer within 48 hours after the returned item is received at Kenari.pk to assist with the replacement process.
  • Kenari.pk is not obligated to provide monetary refunds unless the case qualifies under our refund-eligible conditions.

Conditions for Exchange / Refund Review

To qualify for review, the following conditions must be met:

  • The product must be unused, unwashed, and in its original packaging.
  • All tags, labels, and accessories must remain attached.
  • Claims related to color variations due to lighting or device screen settings will not qualify.
  • Accessories, embellishments, or styling elements used in photoshoots are not included unless specifically mentioned in the product description.
  • Claims based on expectations of extra accessories or design elements not listed on the website will not be accepted.
  • Only paid orders canceled before dispatch are eligible for refund to the original payment method.

Timeframe for Reporting an Issue

Customers must report any issue within 3 working days of receiving the order.

Failure to notify within this timeframe may result in the request not being processed.

Exchange Procedure (Domestic Orders)

To request an exchange:

  1. Contact our Customer Support within 3 working days of delivery.
  2. Provide the following details:
    • Your Order Number
    • Description of the issue
    • Clear images of the product showing the issue

Approved Courier Services for Returns

  • M&P
  • POSTEX
  • Leopard Courier
  • All return shipping charges are the customer’s responsibility.
  • After submitting your complaint, our representative will contact you on your registered phone number for verification.
  • Items must only be returned after receiving confirmation and instructions from our team.
  • Customers must share tracking details within 5 days after dispatching the return parcel.

Refund Policy

Once we receive and inspect the returned item, we will notify you whether the refund has been approved or rejected.

If approved:

  • The refund will be processed to your original payment method.

Processing Time

  • 5–7 working days processing time by Kenari.pk
  • Additional time may be required by the issuing bank or payment provider

Important Legal Notes

Kenari.pk will not be responsible for refund or compensation in the following situations:

  • Orders that are already processed or dispatched cannot be canceled or modified.
  • If the customer refuses to accept delivery, no refund or compensation will be issued.
  • If a parcel is held by customs in the destination country:
    • The customer must provide the required documentation.
    • Kenari.pk will not refund orders that cannot be cleared from customs.

General Disclaimer

Kenari.pk reserves the right to update, modify, or change these policies without prior notice, in accordance with business requirements or regulatory updates.

Decisions made by Kenari.pk’s Quality Assurance and Customer Support teams will be considered final.

Any misuse of the return or exchange policy, fraudulent claims, or repeated violations may result in refusal of service.

Contact Us

For any assistance, please contact us:

Email: kenaristorepk@gmail.com
Call: +92 333 6696331
WhatsApp: +92 333 6696331