Terms of Service

Kaprayy is an online marketplace operated by Chemical X Corp (“we”, “us”), a company incorporated in Pakistan.

What we provide is a platform. We list clothing offered by independent Pakistani labels, let you search it, put items from several of them into one bag, take one payment, and pass each part of your order to the label that has to fulfil it. That service — the listing, the bag, the payment, the order tracking, the support — is ours, and section 10 sets out what we answer for.

What we do not do is sell you clothes. We hold no stock, we own no warehouse, we pack no parcels and we operate no delivery fleet. Every garment on Kaprayy belongs to the brands until it reaches you.

By creating an account, placing an order, or simply browsing, you accept these Terms. If you do not accept them, please do not use Kaprayy.

This is the most important clause in the document, so it is written plainly rather than carefully.

Because the brand is the seller, the brand is the party that owes you everything the Sale of Goods Act 1930 implies into a sale — that it has the right to sell the goods, that the goods match their description, that they are of merchantable quality, and that they are reasonably fit for the purpose they are sold for. Those obligations sit with the brand and cannot be signed away by us on your behalf.

A single Kaprayy order can contain items from several brands. When it does, you have made several contracts of sale at once, and each one runs its own course: they are dispatched separately, they arrive separately, and a problem with one has no effect on the others. Your order page shows you which brand is behind each parcel.

Every brand listing on Kaprayy is identified by name on the product page, in your bag, at checkout and on your order confirmation, so you always know who you are buying from before you pay.

You make one payment for a bag that may contain six labels. That is the point of Kaprayy, and it is only possible because each brand has appointed us to collect payment for it.

We then pass each brand its share, less the commission and fees they have agreed with us. What we charge a brand does not change the price you pay; the price you see at checkout is the price you are charged.

We hold your money between checkout and settlement. That is deliberate: it is what lets us refund you under section 7 without waiting for a brand to send money back, which is the single most useful protection this platform gives you.

Card and wallet payments are processed by licensed payment providers. We do not receive or store your full card number — see the Privacy Policy.

You can browse without an account, but you need one to order, so that we and the brands can reach you about a delivery.

• You must be 18 or older, or have the consent of a parent or guardian who accepts these Terms on your behalf.
• The details you give us — name, phone number, delivery address — must be accurate. Most failed deliveries in Pakistan are failed because of an address, not a courier.
• Keep your login to yourself. You are responsible for what happens under your account until you tell us it has been compromised.
• One person, one account. Accounts created to abuse promotions or returns may be suspended under section 16.

Tell us straight away at [email protected] if you think someone else has access to your account.

An order on Kaprayy is an offer to buy from the brand, at the price shown, on these Terms. It is made electronically, and under the Electronic Transactions Ordinance 2002 that electronic order, our acceptance and the records we keep of both are as legally effective as anything on paper.

When the contract is formed

The confirmation email you get immediately after checkout acknowledges that we have received your order. It is not yet acceptance. The contract of sale for an item is formed when the brand confirms that item, or dispatches it — whichever happens first. Until then the brand may decline it.

A brand may decline an order where the item has sold out since you added it, where the listing carried a genuine error of price or description, where your address is outside its delivery area, or where it reasonably suspects fraud. If an item is declined after you have paid, you are refunded in full for that item under section 7 — no deduction, no store credit unless you ask for it.

Prices, and what is in them

• All prices are in Pakistani Rupees and include any sales tax the brand is required to charge.
• Delivery charges and, for cash on delivery, the handling fee are shown separately before you pay. Nothing is added after you reach the payment step.
• Cash on delivery carries a flat Rs 200 fee, which covers the courier's collection charge.
• A price is only held for the time an item is in your bag; a bag left for a week is re-priced when you return to it.

Each brand ships its own items, using its own courier, from its own warehouse. We do not carry your parcel, and the delivery estimates shown on Kaprayy are the brand’s estimates, passed on — they are indications, not guarantees, and not a term of your contract.

Full detail, including what happens when a parcel is late, lost or arrives damaged, is in the Shipping & Delivery policy, which forms part of these Terms.

As a guide, orders reach Karachi, Lahore and Islamabad in about 2–4 working days and the rest of Pakistan in about 3–7.

Risk in the goods passes to you on delivery. Ownership passes when the brand has been paid in full for them, which — because of section 3 — is at the moment we receive your payment.

The full policy is on the Returns & Refunds page and forms part of these Terms. In summary:

Pakistani law gives no general cooling-off right for online purchases, so a change-of-mind return depends on the brand's own policy. Where a brand offers one, we show it to you before you pay, as section 20 of the Punjab Consumer Protection Act 2005 requires.

Because we hold your money, we pay approved refunds ourselves rather than waiting for the brand. We start a refund within 3 working days of the claim being approved; it then takes 7–14 working days to appear on a card and 5–10 for a bank transfer, which is the banks' timing and not ours.

You can cancel an item at no cost any time before it is dispatched. Once it is with the courier, treat it as a return.

Product images, descriptions, fabric details, size charts and stock counts are supplied by the brands. We publish what they give us. We do not photograph the garments, write the descriptions or verify the measurements.

That means listings can be wrong, and colours on a screen are never exactly the colours in a room. Where an item is materially different from its listing, that is a return under section 7 and you are covered.

We onboard brands directly rather than accepting open seller sign-ups, and we require each to warrant that it has the right to sell what it lists. If you believe something on Kaprayy is counterfeit, or infringes a trade mark or copyright you own, write to us with the details and we will investigate and delist where the complaint is made out.

Pakistani consumer law attaches strict liability to a 'manufacturer', and it defines that word more broadly than you might expect. Section 2(h) of the Punjab Consumer Protection Act 2005 catches not only the person who makes a product, but also anyone who labels it as their own or otherwise presents themselves as its manufacturer, and any person who, as a seller, exercises control over the design, construction or quality of it.

So that there is no doubt about which side of that line Kaprayy sits on:

• We do not manufacture, produce, assemble, refurbish or modify anything sold on Kaprayy.
• We do not label any garment as ours, sell under our own label, or present ourselves as the maker of anything. Every item carries its brand's name.
• We do not exercise control over the design, construction or quality of any garment. Those decisions are the brand's alone.
• We do not assume or administer any brand's warranty. Where a garment carries a warranty, it is the brand's warranty and the brand honours it.
• We do not prepare, pack or alter goods for sale or distribution.

This is a statement of fact about how the business works, not a device for avoiding responsibility. Where we do owe you something — and section 10 says where that is — we say so.

Kaprayy is a service, and under section 13 of the Punjab Consumer Protection Act 2005 a provider of services is liable to a consumer for damage proximately caused by the provision of that service. We do not attempt to contract out of that, because sections 17 of that Act and its Sindh equivalent say we cannot.

We answer for our own service

• Taking your payment and failing to pass the order to the brand.
• Losing, misapplying or failing to refund money we are holding for you.
• Charging you an amount other than the one shown at checkout.
• Failing to run the returns process in section 7 as published.
• Mishandling your personal data, as set out in the Privacy Policy.
• Errors we introduce ourselves into a listing, as opposed to errors in what a brand supplied.

The brand answers for the goods

• The quality, safety, description, fit and finish of the garment.
• Packing it, dispatching it on time, and its condition on arrival.
• Anything its own courier does or fails to do.
• Its own warranty, if it offers one.

In practice you should still come to us first. We hold the money, we can chase the brand and the courier on your behalf, and we would rather resolve it than route you elsewhere. Section 17 is the process.

This is not boilerplate. Section 12 of the Punjab Consumer Protection Act 2005 provides that liability for a defective product owed to a consumer who has suffered damage 'shall not be limited or excluded by the terms of any contract or by any notice', and section 17 says the same about faulty or defective services. The Sindh Consumer Protection Act 2014 carries an equivalent prohibition. Terms that purport to do it anyway are void in that respect.

You keep, in particular, every right you have under the consumer protection legislation of the province or territory where you live, under the Sale of Goods Act 1930, and under the Contract Act 1872. Nothing here asks you to give any of them up, and no clause below should be read as trying.

Subject entirely to section 11 above, and only so far as the law allows:

1. We are not liable for the acts or omissions of a brand or its courier, beyond the refund obligations we take on in section 7 and our own service duties in section 10.
2. We are not liable for indirect or consequential loss — a missed occasion, lost profits, or the cost of buying a replacement elsewhere — where no damage of the kind the consumer protection legislation addresses has been suffered.
3. Where the only loss you have suffered is the loss of the use or benefit of what you bought, our liability is a refund of what you paid, together with your costs. That is the measure sections 10 and 15 of the Punjab Consumer Protection Act 2005 themselves set, and we adopt it rather than inventing a lower one.
4. We are not liable for a failure caused by something genuinely outside our control — a nationwide internet or payment-network outage, a strike, a flood, or an act of government — for as long as it lasts. We will tell you what is happening and refund you if it cannot be resolved.

We do not cap our liability at some fraction of your order value, and we do not ask you to waive claims in advance. Both are common in Pakistani marketplace terms and both are, on the face of sections 12 and 17, unenforceable.

You can review a brand you have actually ordered from. Reviews are how the next shopper decides, so they need to be real.

• Write about your own experience of an order you placed.
• No abuse, no unlawful content, nothing that identifies another person without their consent.
• Do not post paid, incentivised or fake reviews, for your own brand or anyone else's.
• Keep other people's photographs and words out of it unless they are yours to use.

You keep ownership of what you post, and you give us a non-exclusive, royalty-free licence to display it on Kaprayy and in connection with the item you reviewed. We may remove content that breaks these rules or the law, and we will tell you when we do.

We do not edit reviews to make a brand look better, and we do not remove a review because a brand asked us to.

Please do not: scrape or bulk-copy the catalogue; interfere with the platform or try to break into it; use it to launder money or to commit any offence; impersonate anyone; resell access; or place orders you have no intention of accepting.

Repeatedly refusing cash-on-delivery parcels you ordered is a cost the brand and the courier bear, and it is grounds for us to require prepayment or to close your account.

The Kaprayy name, logo, interface, code, written copy and the arrangement of the catalogue belong to Chemical X Corp or are licensed to it. Brand names, logos and product photography belong to the brands.

You may use the site to shop. You may not copy it, or use anyone's marks, without permission.

You can close your account whenever you like, from your profile or by writing to us. Closing it does not cancel orders already placed or affect a refund you are owed.

We may suspend or close an account where these Terms have been seriously or repeatedly broken, where we are required to by law, or where there is a real risk of fraud. Except where the law or the risk prevents it, we will tell you why and give you a chance to respond. Any money we are holding that belongs to you is returned.

Almost everything is faster by message. Write to us and we will take it up with the brand and the courier for you.

Everyday problems

[email protected]. Include your order number and a photograph if something arrived wrong.

Formal notice

By email to [email protected]. Say what went wrong and what you want done.

Our reply

Within 15 days of receiving a formal notice — the period section 28(2) of the Punjab Consumer Protection Act 2005 allows. We would usually be much quicker.

Nothing in this section requires you to talk to us before going to a Consumer Court, and nothing in it stops you.

Since 1 July 2025 the Finance Act 2025 has placed real obligations on online marketplaces in Pakistan, and meeting them requires us to do a few things you should know about.

• We may only list brands that are registered under the Sales Tax Act 1990, and we collect and verify their registration details.
• We file a monthly statement with the Federal Board of Revenue naming each brand on the platform, its registration numbers, its turnover through Kaprayy and the amounts settled to it.
• Payment intermediaries and courier companies withhold tax on digitally ordered goods — currently 1% on payments taken through banking and payment channels, and 2% on cash on delivery collected by a courier. This is deducted in the chain, not added to your price.
• Prices you see include the sales tax the brand is required to charge, and your order confirmation shows the seller's name and address as section 19 of the Punjab Consumer Protection Act 2005 requires.

We update these Terms as the business and the law change. The date at the top always tells you which version you are reading.

Where a change materially affects your rights, we will tell you by email or a notice on the site at least 14 days before it takes effect. Orders already placed are governed by the Terms in force when you placed them — a change can never be applied backwards to a purchase you have already made.

These Terms, and any dispute arising out of them or out of your use of Kaprayy, are governed by the laws of Pakistan.

Your contract of sale with a brand is a separate contract. A dispute about the goods themselves is, in law, a dispute with that brand — though as section 10 explains, we would still rather you started with us.

Operator

Chemical X Corp

Email

[email protected]