Refunds and returns.

1. The short version

Open the parcel in front of the rider. If the item is faulty, broken or not what you ordered, hand it back there and then and pay nothing. If you only find the fault later, you have seven days. Send it back by courier and we cover the cost, or bring it to our shop in Burewala.

2. Check it in front of the rider

This is the part that saves everyone trouble. Open the parcel while the rider is still with you. Look at the item, count the quantity against your order, and try it if it can be tried on the spot.

If anything is wrong, it goes straight back. You pay nothing, and we either send the correct item or cancel that line, whichever you prefer.

Where the courier service does not let the rider wait, film or photograph the parcel as you open it. That one clip settles almost every argument about transit damage.

3. The seven day window

Some faults only show up once the item is in use or fitted. So beyond the doorstep check, you have seven days from the day the order reaches you to tell us about a faulty or wrong item.

Within those seven days, the return costs you nothing. Send it by courier and we pay the fare, or in Burewala bring it to the shop or hand it to our rider. After seven days we will still look at it and still try to help, but we cannot promise a free replacement.

Tell us as soon as you know. A message on the same day is easier to sort out than one on the sixth.

4. What we take back

• An item that is dead on arrival or fails within the seven days.
• The wrong item, the wrong model number, or the wrong quantity against your order.
• Physical damage that was already there when the parcel was opened.
• A part sold as original that turns out not to be. That one is on us and we will say so plainly.
• Sealed packs still sealed and unmarked, returned within the seven days, if you simply changed your mind.

5. What we cannot take back

These are not us being difficult. They are the lines where we genuinely cannot tell our fault from an accident on the bench.

• A part burnt by wrong voltage, a shorted board, reverse polarity or a bad power supply.
• Anything with a soldering iron mark, a bent pin, a cut wire or a filed-down leg.
• ICs, transistors and other loose components once they have been soldered in, unless they were dead before you fitted them and you tell us in the seven days.
• Screen protectors, adhesives, tapes and glass film once the backing is peeled.
• Items damaged by water, heat or a fall after delivery.
• Custom or special-order items that we brought in at your request. We will tell you before we order if a line is non-returnable.

6. How the money comes back

Because you pay cash at the door, most returns never involve a refund at all. The item goes back, and the money never leaves your hand.

Where you have already paid, we settle it one of three ways, and you choose:

Refunds are made as soon as the item is back with us and checked, normally the same day in the shop and within three working days for anything that has to travel.

7. Warranty on branded goods

Where a maker gives a warranty, it comes with the item: UPS units, inverters, routers, and branded chargers and cables are the usual ones. That warranty belongs to you and we help you claim it.

Keep the box and keep your bill. Send or bring both to us and we will run the claim with the company, so you do not have to chase anyone yourself.

Loose components, SIM trays, camera glass and other small parts carry our seven day promise rather than a company warranty. That is the honest position, and it is the same one we give the shopkeepers who buy from us.

8. Wholesale returns

Trade orders get the same seven days on anything faulty, at our cost, settled without an argument. It is the same promise you then give your own customers, which is the point of it.

For a bulk lot, send us the count and the fault and we will arrange to collect the faulty pieces rather than making you post them. Full-lot returns of good stock that simply did not sell are a conversation, not a right, and we would rather have that conversation than have you sit on it.

More on how wholesale works is on the wholesale page.

9. Starting a return

1. Call or message. 0304 4403336, on the phone or on WhatsApp. Tell us the order number if you have one.
2. Send a photo. A picture of the item and the parcel saves time for both of us.
3. Send it back. By courier at our cost inside the seven days, or in person at the shop in Burewala.
4. We check and settle. Replacement, credit or cash, whichever you asked for.

Complaints and suggestions about how any of this was handled go to 0300 7594322. That number is answered by the family, not by a call centre, and we would genuinely rather hear it.