Chargeback Policy

Talk to us first

Almost every dispute we see — an order that never arrived, an item that came damaged, a charge someone in the household does not recognise, a refund that has not landed yet — is something we can fix the same day.

Raising a chargeback instead does not get you your money faster. It hands the decision to two banks, takes weeks, and locks the amount up while it runs. So before you file anything, email [email protected] or call +923174302678 with your order number and what went wrong. If we owe you a refund, you will have it under our Return & Refund Policy without any of that.

What a chargeback is

A chargeback is a formal dispute you raise with the bank that issued your card. Your bank reverses the payment, takes the money back from us, and asks us to justify the charge. An independent process at the card scheme then decides who keeps it.

It is a genuine consumer protection and we do not discourage anyone from using it where it belongs. We do ask that it is the last step rather than the first, because once filed it cannot be sped up — by us or by you.

When a chargeback is the right route

Go to your bank when:

• Your card was used without your authorisation — lost, stolen, or details taken by someone else.
• You were charged more than once for the same order, or charged an amount you never approved.
• We have failed to deliver and have not resolved it after you gave us a fair chance to.
• We agreed a refund and did not pay it within the time we committed to.

In every one of those cases we will cooperate with your bank, and where the claim is right we will not contest it.

When it is not

A chargeback filed instead of a return is what the card schemes call friendly fraud. We contest these, and with delivery evidence in hand we usually win. These are not grounds for a dispute:

• You changed your mind. That is a return — you have 7 days from delivery, and it is faster.
• The order arrived but a family member placed it and you did not recognise the name on your statement.
• Delivery is running late but the order is tracking and on its way.
• You have already been refunded and the refund has not yet cleared to your statement — card refunds take 5–10 working days.
• You kept the item. A dispute raised while the goods stay with you is a claim to have both.
• You never contacted us at all before filing.

How we respond

When a dispute reaches us we acknowledge it and begin work within 48 hours. We then:

1. Pull the full record of the order — what was bought, when, by whom, and where it went.
2. Contact you directly to understand the problem, in case it is something we can still just fix.
3. Accept the dispute where the claim is valid, so you get your money back without the process running its full length.
4. Submit our evidence to the acquiring bank where we believe the charge was correct, and let the scheme decide.

We will keep you informed at each stage. We will not pressure you to withdraw a dispute you are entitled to.

Evidence we hold

To answer a dispute we submit the records already attached to your order. We keep them for 24 months from the order date:

• The order record — items, prices, date and time, and the confirmation sent to you.
• The billing and delivery address given at checkout.
• Payment authorisation details returned by the gateway.
• Courier tracking, proof of delivery, and the recipient's signature or confirmation.
• Our correspondence with you — emails, chat and call notes.
• These policy pages as they stood on the day of the order.

How that data is handled, and how long the rest of it is kept, is set out in our Privacy Policy.

How long it takes

The banks set the clock, not us. Typically a dispute runs 45 to 90 days end to end, and it can go longer if it escalates to arbitration at the card scheme. Neither side can shorten it once it has started.

That is the whole reason this page asks you to come to us first: a refund we issue directly is settled in 7 working days.

Consequences of an invalid dispute

Where a chargeback is filed without cause, or is decided in our favour, we may:

• Recover the amount and the associated fees the banks charge us for handling the dispute.
• Require prepayment on any future order from you, and withdraw cash on delivery as an option.
• Suspend or close your account and decline future orders.
• Cancel any open order associated with the dispute.
• Where goods were received and not returned, pursue recovery of the goods or their value, including through the courts if it comes to that.

None of this applies to a dispute raised in good faith, even one that goes against you. It is aimed squarely at deliberate abuse.

Withdrawing a dispute

If you file a chargeback and we then resolve the problem between us, please tell your bank to withdraw the dispute. Until you do, the amount stays locked in the process and we cannot refund you separately — that would refund you twice, and the card scheme will reverse one of them anyway.

Let us know once you have withdrawn it and we will settle whatever is owed to you immediately.

Unauthorised transactions

If you believe your card has been used on our store without your permission, contact your bank first to block the card, then tell us. We will freeze the order, stop dispatch if it has not shipped, and share what we can with your bank's fraud team.

We never see or store your full card number. Card payments are handled entirely by our payment gateway and its acquiring bank, on their systems — our side holds only the last four digits and the authorisation result.

Contact us

Before you file, or after — either way, we would rather hear from you:

• Email [email protected]
• Call +923174302678 (Mon-Sun 8:00 AM - 11:00 PM)
• WhatsApp message us

Please quote your order number and the amount and date of the charge as it appears on your statement.