In short
- Damaged, faulty or wrong item: tell us within 48 hours of delivery and we’ll replace it or refund you in full, including delivery.
- Changed your mind: we accept returns of unopened items with the factory seal intact, if you tell us within 3 days of delivery.
- Cancelling before dispatch: free, with a full refund of anything you have paid.
Damaged, faulty or wrong items
Contact us within 48 hours of delivery if your item:
- arrives damaged,
- doesn’t turn on or has a fault right out of the box (“dead on arrival”), or
- isn’t the model, variant or colour you ordered.
Send us your order number, a short description and photos or your unboxing video. Once we’ve confirmed the problem, we arrange collection at our cost and send you a replacement, or a full refund if a replacement isn’t available or you prefer one. For some phones, the brand’s own dead-on-arrival process applies, and we handle that for you.
Faults that appear later are covered by the official warranty. See our warranty page.
Changed your mind
You can return an item you no longer want if all of these are true:
- you contact us within 3 days of delivery,
- the box is unopened and the factory seal is intact, and
- everything that came in the parcel is returned with it.
You pay the cost of sending it back. Once we receive and check it, we refund the product price. The original delivery charge isn’t refunded.
We can’t take back a phone that has been opened or activated just because you changed your mind, because it can no longer be sold as new. If an opened phone has a fault, the warranty covers it.
Cancelling an order
- Before dispatch: contact us and we cancel the order free of charge. Anything you’ve paid is refunded in full.
- After dispatch: the order can’t be stopped, but you can return it under the rules above.
- If we can’t source your item at the price you paid, we tell you straight away. You can wait, choose an alternative, or take a full refund.
- Unpaid orders may be cancelled if payment isn’t received within 2 days.
How refunds are paid
- Bank transfer, JazzCash, Easypaisa and card payments are refunded to the account or wallet you paid from, or to another account in your name that you give us.
- Installment (BNPL) orders are refunded through the BNPL partner, who closes or adjusts your plan under their agreement with you.
- We send refunds within 7 working days of approving them. Your bank or wallet may take a few more days to show the money.
What we can’t accept
- Items damaged after delivery, through drops, water or misuse.
- Opened earbuds and other in-ear audio, for hygiene reasons, unless faulty.
- Items returned without their box, accessories or freebies.
- Phones that have been reset with an account lock still on, or have been repaired by someone else.
Starting a return
Contact us with your order number and what went wrong. Don’t send anything back before we confirm, so we can arrange collection and make sure your return is tracked.
This policy doesn’t affect your rights under Pakistani consumer protection law.