Cancellation, Return & Refund Policy

This policy explains when you can return an item bought on MarkitMall, how a return request is reviewed, and how and when your money is refunded. It applies to every order placed on the Platform, regardless of which store the item came from.

It should be read together with our Terms & Conditions, which set out the wider rules for buying and selling on MarkitMall.

• •You can request a return within 7 days of your order being delivered.
• •A return can only be requested for an order that has actually been delivered. Orders that are still in transit, or that were cancelled or returned to us undelivered, are handled as cancellations instead — see section 10.
• •The request must be submitted from My Orders in your account, so that we can tie it to the correct order and item.
• •Requests made after the 7-day window has closed cannot be accepted, because the store's settlement for that order will already have been released.

• •The item is unused, undamaged and in its original condition and packaging.
• •Tags, seals, manuals and free accessories that came with the item are included.
• •You received a different item, size, colour or variant from the one you ordered.
• •The item arrived damaged, defective, or is not working as described.
• •The item is incomplete — a part, accessory or quantity is missing.

• •Items returned after the 7-day window has closed.
• •Items that have been used, washed, altered, installed or damaged after delivery.
• •Items returned without their original packaging, tags, seals or accessories.
• •Products that cannot be returned for hygiene or safety reasons — where an item is not returnable, we make this clear before you buy it.
• •Return requests that are false, exaggerated, or that use photographs that are not of the item we delivered.
• •Repeated or abusive return behaviour, which may lead to the return privilege being restricted.

• •Open My Orders and choose the delivered order you want to return.
• •Start a return request and tell us what is wrong with the item — the more detail you give, the faster we can decide.
• •Attach photographs where you can. For damage, a defect or a wrong item, photos of the item and its packaging are usually enough to approve the return without further questions.
• •Submit the request. You will get a confirmation and can follow its status from My Orders.

• •Every return request is reviewed against this policy and against the store's own description and photographs of the product.
• •You will be told whether the request is approved or rejected, and if it is rejected, the reason why.
• •We may contact you for more information or a clearer photograph before deciding.
• •If a request is rejected you can raise a complaint from the Help & Support page and our team will look at it again.

• •Once a return is approved, we will tell you how to hand the item back — usually by handing it to our courier or dropping it at the pickup point we give you.
• •Return the item in the same packaging where possible, and include everything that came with it.
• •When the item reaches us it is inspected. An approved refund is processed after the returned item has been received and checked.
• •If the item we receive does not match the return request — for example a different item, or one showing signs of use — the request may be rejected at that point and the item sent back to you.

• •Your refund covers the amount you paid for the returned item or items.
• •Where the return is because the item was wrong, damaged, defective or incomplete, or where we cancelled the order ourselves, any delivery charges you paid are refunded as well.
• •Orders paid online (card, bank account or mobile wallet through Safepay) are refunded to the same card or account used to pay. Cash on delivery orders are refunded to your MarkitMall wallet, or by bank transfer to an account in your name.
• •Approved refunds are processed within 3–5 business days of the returned item being received and checked, or of an order being cancelled.
• •After we process it, a refund to a card, bank account or mobile wallet normally reaches you within 7–14 business days, depending on your bank. If it has not arrived after 14 business days, contact us with your order number and we will trace it with Safepay and your bank.
• •Wallet refunds appear immediately once processed and can be used for your next order.

• •If you received the wrong size, colour or variant, or a damaged or defective item, you can ask for an exchange instead of a refund when you submit your return request within the 7-day window.
• •An exchange is sent once the original item has been received and checked, subject to the same condition rules as a return (section 3). The replacement is delivered at no extra delivery charge.
• •If the replacement is out of stock, or the store cannot supply it, we refund you in full under section 8 instead.
• •Exchanges for a different product, or for an item you simply changed your mind about, are not offered; you can return the item (where it is returnable) and place a new order.

• •You can cancel an order from My Orders at any time before it is shipped. Most orders are dispatched within 1–2 business days of being confirmed, so cancel as early as you can. There is no charge for cancelling.
• •If you paid online, a cancelled order is refunded in full to the card or account you paid with, within 3–5 business days of the cancellation (plus your bank's processing time).
• •Once an order has been shipped it can no longer be cancelled; you can instead refuse the parcel at delivery, or request a return after it is delivered.
• •Orders for which payment is not completed are cancelled automatically 30 minutes after they are placed.
• •If we cancel an order because the item became unavailable, or because a price was listed in error, any amount you have paid is refunded in full.

Occasionally a payment is deducted but the order does not confirm, a payment is taken twice, or cash on delivery is collected but the order is not recorded correctly.

• •Raise the issue as a complaint of type 'Payment Issue' from the Help & Support page, quoting your order number and the transaction reference if you have one.
• •Our team reviews payment complaints within 3–5 business days.
• •If an amount was taken twice, or taken for an order that did not go through, it is refunded in full once we have reconciled it with the payment partner.

• •Cash on delivery is available on orders within Pakistan, subject to an order value limit of Rs 1,000,000.
• •With cash on delivery, nothing is charged before the parcel reaches you, so a cancelled or undelivered order usually leaves nothing to refund.
• •Where cash was collected for a cash-on-delivery order and the order is later returned or otherwise refunded, the refund is paid to your MarkitMall wallet or by bank transfer to an account in your own name.

• •A return request submitted after the 7-day window has closed.
• •An item that was delivered correctly but is no longer wanted, where we told you before purchase that it is not returnable.
• •Damage caused after delivery, including damage from use, installation or repair by a third party.
• •A cash-on-delivery parcel that was refused at the door, where the item is returned to us undamaged — nothing was paid, so there is nothing to refund.
• •Losses caused by events outside our control, such as courier delays or disruptions described in our Shipping & Delivery Policy.

To ask about a return or refund, or to escalate one, contact us at no-reply@markitmall.com (phone +92 325 1777167), or raise a complaint from the Help & Support page with your order number.