Returns & Refunds

We require this of every label as a condition of being listed. You have 7 days from the day the parcel is delivered to raise any of the following, and the refund is full — item, delivery charge, and any cash-on-delivery fee.

• It arrived damaged, torn, stained or otherwise faulty.
• It is the wrong item, the wrong size or the wrong colour against what you ordered.
• Part of the order is missing from the parcel.
• It is materially different from the photographs, description, fabric or measurements on the listing.
• It is counterfeit, or not what the brand represented it to be.
• It never arrived at all, and the courier cannot account for it.

This one depends on the brand, and it is worth understanding why.

Pakistani law gives no general cooling-off period for online shopping — there is no statutory right to return something simply because you no longer want it. Some countries have one; Pakistan does not. So a change-of-mind return is something a brand chooses to offer, not something the law obliges it to.

Many of our labels do offer it, typically within 7 to 14 days, on unworn items with tags attached. Where a brand offers it, its terms are shown on the product page and at checkout before you pay, so you know what you are getting before you commit rather than after.

Where a change-of-mind return is accepted, return postage is usually yours to pay, and the original delivery charge is not normally refunded. The brand's own terms say which.

For hygiene and for practical reasons, these are outside the policy — unless they arrive faulty or wrong, in which case section 1 applies and you are covered regardless.

• Underwear, innerwear and swimwear where the hygiene seal is broken.
• Pieces made or altered to your measurements.
• Items you have had stitched, tailored or dyed after delivery.
• Anything worn, washed or damaged after it reached you.
• Items returned without their tags, where the brand's policy requires tags.

Where an item is non-returnable, that is stated on the product page before you buy it.

1. Open the order in your account and choose the item you want to return.
2. Tell us what went wrong, and add a photograph if the item is damaged, wrong, or not as described. A photograph settles most claims the same day.
3. We review it, usually within one working day, and take it up with the brand.
4. Once it is approved, the brand's courier collects from your address, or we send you a prepaid label — whichever that brand uses.
5. Keep the item in the condition it arrived in, with its packaging if you still have it, until it is collected.

If you would rather not use the account flow, write to [email protected] with your order number. The same 7-day clock applies either way.

We hold your payment, so we refund you directly. We do not wait for the brand to reimburse us first — that is between us and them. We start the refund within 3 working days of approving the claim.

Once we have sent a refund, how quickly it appears is the bank's timing rather than ours. If it has not landed a working day after the window above, tell us and we will chase it with the reference.

Store credit is offered as an option, never imposed. If you want your money rather than credit, say so and you get your money.

You can cancel any item free of charge up until the brand hands it to a courier. Open the order and cancel it there, or message us.

A multi-brand order can be cancelled brand by brand — cancelling one label's items leaves the rest of your order untouched.

Once it is with the courier it is too late to cancel, but you can refuse the parcel at the door or return it under section 1 or 2.

Tell us if a parcel is more than 5 working days past its estimate. We open a trace with the courier through the brand.

If the courier confirms the parcel is lost, or cannot account for it within a further 7 working days, we treat it as never delivered and refund you in full. You do not have to argue with a courier you never chose and have no contract with — that is our job and the brand's.

Where a parcel is marked delivered but you did not receive it, tell us within 48 hours. We ask the courier for the delivery record, and if it cannot be evidenced you are refunded.

Each label sets its own terms above the floor in section 1 — a longer window, free change-of-mind returns, exchanges rather than refunds. Those terms are shown on the product page and at checkout, and they form part of your contract of sale with that brand.

Where a brand's policy is more generous than this one, the brand's policy applies. Where it is less generous, this one does. A brand cannot contract below the floor while it is listed on Kaprayy.

Ask for it to be escalated and a second person reviews the decision. If you are still not satisfied, you can serve a formal written notice; we must reply within 15 days, which is the period section 28(2) of the Punjab Consumer Protection Act 2005 allows.

Beyond that you may take the matter to the Consumer Court with jurisdiction where you live or where the problem arose. Nothing in this policy limits that right, and the Terms of Service set out how it works.