7 Days Replacement Policy
Please note that there is no return or replacement based on Like/Dislike or Change of Mind factor.
True Mart.pk offers a simple 7 days replacement policy.
Customer can apply for a replacement if:
- The product does not match the description
- The product is received in a damaged/broken condition during the transit
- The product is defective condition or not functioning properly
- In case of categories like Fashion items, the replacement policy is also applicable if the product is of wrong color or does not fit you due to wrong size
The customer must contact and request for replacement of the product within 24 hours of receiving the product. Plus, the product to be returned must reach our address within a maximum of 7 working days from the date of delivery. Customer will pay the shipping charges of the product returned to us.
True Mart.pk retains the right to examine whether the returned product is defective and/or damaged. In case the returned product is not defective or damaged, the customer will be informed about the same and the product as received will be returned to the shipping address of the customer.
In case the returned product is eligible for a replacement, True Mart.pk will send the replacement with free shipping to the same shipping address of the customer, subject to the availability of the stock of the product.
There are conditions under which the product returns/replacements may be rejected. Returns for replacement/refunds/exchange under certain conditions will NOT be accepted if:
1- The request for return is made after 24 hours of the product received by the customer.
2- The product reached our address after 7 working days from the date of delivery.
3- The product is opened, not in its original condition, used, modified or reworked by customer.
4- Product is returned without its original packaging, invoice, user manual, warranty cards, freebies or accessories .
5- Product was damaged after wrongly use/opening.
6- Incidental damage due to malfunctioning of the product.
7- On sale products (items sold at a discount) are not eligible for returns, exchanges or refund unless there is a fault on arrival.
8- Product with tampered or missing serial number/IMEI number.
9- Missing manufacturer price tags, labels especially in case of fashion accessories.
10- Any damage/defect which is not covered under the manufacturer’s warranty.
To return a product, customer must inform us within 24 hours of receiving a product, you can request a return by contacting us at [email protected] or over the phone/whatsapp (+92) 0300-8108082 (24 hours / 7 days a week).
Please note that a replacement is subject to availability of stock with our Business Partners / Seller. In case a replacement cannot be made, we will initiate a full refund.
Customers must first send a clear photo or video of the damaged or defective product and the shipping package.
We advise you to use a reputed courier company which allows online consignment tracking information.
Upon dispute, True Mart.pk reserves the right to make the final decision on all return/refund cases.