Refund & Return Policy :

Last Updated: June 3, 2026

Welcome to Shopenzaa.

At Shopenzaa, customer satisfaction is our priority. We carefully inspect every order before dispatch. However, if you receive a damaged, defective, incorrect, or incomplete product, we are here to help.

Please read our Refund & Return Policy carefully before placing an order.

1. Eligibility for Returns

You may request a return if:

  • You received a damaged product.

  • You received the wrong product.

  • Your order is incomplete or missing items.

  • The product has a manufacturing defect.

  • The item arrived significantly different from the product description.

To qualify for a return:

  • The request must be submitted within 7 days of delivery.

  • The product must be unused and in its original condition.

  • Original packaging, labels, manuals, accessories, and free gifts (if any) must be included.

  • Proof of purchase (order number or invoice) is required.

2. Non-Returnable Items

For hygiene, safety, and quality reasons, the following items cannot be returned unless they arrive damaged or defective:

  • Personal care products

  • Beauty products that have been opened

  • Health-related items

  • Used products

  • Products damaged due to customer misuse

  • Digital products

  • Downloadable software

  • Gift cards

  • Customized or personalized items

  • Clearance or final sale items (unless defective)

3. Damaged, Defective or Incorrect Products

If you receive:

  • A damaged product

  • A defective product

  • A wrong item

  • Missing items

Please contact us within 48 hours of delivery.

To process your claim, we may require:

  • Clear photos of the product

  • Photos of the shipping package

  • Photos of the shipping label

  • A short video showing the issue (if applicable)

Failure to report the issue within the required timeframe may result in the claim being declined.

4. Return Approval Process

After receiving your request:

  1. Our support team will review your claim.

  2. Additional information may be requested.

  3. If approved, return instructions will be provided.

  4. Products returned without prior approval may not be accepted.

5. Return Shipping

If the return is due to:

Our Error

Examples:

  • Wrong product sent

  • Damaged product

  • Manufacturing defect

Shopenzaa will bear the return shipping cost where applicable.

Customer Reasons

Examples:

  • Ordered the wrong item

  • Changed your mind

  • No longer needed

The customer is responsible for all return shipping costs.

Shipping charges, customs duties, taxes, and import fees are generally non-refundable unless required by applicable law.

6. Refund Policy

Once the returned item is received and inspected, we will notify you regarding the approval status.

If approved, refunds will be processed using the original payment method whenever possible.

Refund processing times may vary depending on your payment provider.

Estimated processing times:

  • Bank Transfers: 5–10 business days

  • Credit/Debit Cards: 5–15 business days

  • Digital Wallets: According to the payment provider

Original shipping charges are generally non-refundable unless the refund is due to our mistake.

7. Cash on Delivery (COD) Refunds

For Cash on Delivery orders, refunds will be issued through:

  • Bank Transfer

  • Approved Digital Wallet

  • Other mutually agreed payment methods

Customers may be required to provide accurate banking information.

9. Order Cancellation

Orders may be cancelled before they are processed or shipped.

Once an order has been shipped, it cannot be cancelled and must follow the Return Policy.

Shopenzaa reserves the right to cancel any order due to:

  • Pricing errors

  • Payment verification issues

  • Stock unavailability

  • Suspected fraud

  • Incorrect customer information

10. Exchanges

We currently offer exchanges only for:

  • Damaged products

  • Defective products

  • Incorrect products received

Exchange requests are subject to stock availability.

If the requested replacement is unavailable, a refund or store credit may be offered.

11. Inspection of Returned Products

Returned products are carefully inspected upon arrival.

Refunds or replacements may be denied if:

  • Products are used or damaged by the customer.

  • Original packaging is missing.

  • Accessories are missing.

  • Items are intentionally damaged.

  • The returned item does not match the original order.

12. Fraud Prevention

To protect both customers and our business:

  • False or fraudulent refund claims will not be accepted.

  • Shopenzaa reserves the right to refuse returns where fraud, abuse, or suspicious activity is suspected.

  • Repeated abuse of our return policy may result in refusal of future orders.

13. Force Majeure

Shopenzaa shall not be held responsible for delays, losses, or failure to fulfill obligations caused by events beyond our reasonable control, including but not limited to:

  • Natural disasters

  • Floods

  • Earthquakes

  • Pandemics

  • Government restrictions

  • Customs delays

  • War

  • Civil unrest

  • Strikes

  • Transportation disruptions

14. Limitation of Liability

To the maximum extent permitted by applicable law:

  • Shopenzaa shall not be liable for indirect, incidental, special, or consequential damages arising from the use of our products or services.

  • Our maximum liability shall not exceed the amount paid for the relevant order.

Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.

15. Contact Us

If you have any questions regarding returns or refunds, please contact our Customer Support team.

Please include:

  • Order Number

  • Full Name

  • Email Address

  • Photos (if applicable)

  • Description of the issue

Our support team will respond as quickly as possible and guide you through the resolution process.

Thank You

Thank you for shopping with Shopenzaa.

We appreciate your trust and remain committed to providing quality products, secure shopping, and reliable customer support for customers in Pakistan and around the world.