Loading
Every label on Kaprayy has to honour the same minimum. If something arrives wrong, you are covered — and because we hold the money, we are the ones who give it back.
Last updated: 25 August 2026 · Operated by Chemical X Corp · Governed by the laws of Pakistan
Jump to section
7 days, every brand, no exceptions
If an item arrives damaged, faulty, wrong, incomplete or materially different from its listing, you have 7 days from delivery to tell us, and you get all of your money back — including delivery. Individual brands may go further than this. None may go below it.
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.
You never pay to send back something that was wrong
Where the fault is the brand's or the courier's, return collection is arranged and paid for by the brand. If you have already paid to send it back, send us the receipt and we will add it to your refund.
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.
Where an item is non-returnable, that is stated on the product page before you buy it.
If you would rather not use the account flow, write to help@kaprayy.com or WhatsApp +92 300 123 4567 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.
| How you paid | Where it goes back | How long, once started |
|---|---|---|
| Card | The same card | 7–14 working days |
| Wallet or bank transfer | The same account | 5–10 working days |
| Cash on delivery | A bank or wallet account you nominate | 5–10 working days |
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.
We refund to the way you paid
We cannot send a card refund to a different card, or a cash refund to someone else's account — both are how refund fraud works. Cash-on-delivery refunds need an account in the name on the order.
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.
Do not sit on a claim
A consumer claim generally has to be filed within thirty days of the cause of action arising, after a written notice has been served and gone unanswered. Raising it with us early keeps every option open.
Something here unclear, or something gone wrong with an order? Write to help@kaprayy.com. For anything formal, see the notices section above — and the help centre has the quicker answers.