RETURNS, EXCHANGES & REFUND POLICY

Thank you for shopping at ZEDSHOPPE®. We want you to shop with complete confidence, so this policy clearly explains how returns, exchanges, replacements, and refunds work with nothing hidden and nothing exaggerated.

1. Types of "Returns" in Pakistan.

In Pakistan's E-Commerce environment, a "return" can mean two different things. We want to be clear about both:

A) Refusing the Parcel at the Doorstep (Non-Acceptance)
This is when the courier rider arrives with your parcel, and you decide not to accept it at all. The parcel goes straight back to us without ever being opened.

B) Exchange, Replacement, or Refund (After Receiving the Product)
This is when you've already received and accepted the parcel, but you'd like to exchange it for a different item, request a replacement, or request a refund, based on the criteria explained below.

Each of these works differently, and the courier charges involved are also different. Please read all sections carefully.

2. Refusing the Parcel at the Doorstep.

We completely understand that sometimes you may change your mind. However, we want to be transparent: when a parcel is refused and sent back to us, ZEDSHOPPE® bears the full return courier cost. This is a real loss for us as a small, growing business.

Our humble request: When our rider arrives with your order, please try to accept the parcel. If you have any concerns about the product, you're always welcome to contact us afterward via WhatsApp or Call, and we'll gladly guide you through the exchange, replacement, or refund process instead of a doorstep refusal. This helps us continue offering you free nationwide delivery and honest pricing.

3. Exchange, Replacement & Refund (Eligibility Criteria).

If you've received your order and would like to exchange it, request a replacement, or request a refund, here's how it works:

Time Limit: You must inform us and send the product back to us within 24 hours of receiving your parcel. Requests or product returns made after 24 hours will not be entertained, and ZEDSHOPPE® will not be responsible.

The product must be:

  1. Unopened: the original packaging must not be opened.
  2. Seal Intact: the product seal must not be broken or tampered with.
  3. Unused: the product must not have been used or worn in any way.

If a product does not meet all three of these conditions, it will not be eligible for exchange, replacement, or refund.

If a returned product does not meet our eligibility criteria upon inspection, it will be sent back to the customer at the customer's own expense, or the customer may choose to have it disposed of.

4. How the Process Works.

  1. Contact Us: Reach out to us within 24 Hours via WhatsApp or Call, and let us know whether you'd like an exchange, replacement, or refund, along with your order details.
  2. Get the Return Address: Once you contact us, we will provide you with the correct address to send the product back to, via WhatsApp.
  3. Send the Product Back: You will need to courier the unopened, unused product back to the address we provide, at your own expense, within 24 Hours of receiving it. This return shipping cost is the customer's responsibility in all cases.
  4. Inspection: Once we receive the product, our team will inspect it to confirm it meets our eligibility criteria (unopened, sealed, unused).
  5. Resolution Processed:
    • Exchange: We will dispatch the different item you requested from our warehouse. Please note: the delivery charge for sending the exchanged item back to you will also be borne by the customer, our free delivery offer does not apply to exchange or replacement dispatches.
    • Replacement: We will dispatch the same item again from our warehouse. The delivery charge for this re-dispatch will also be the customer's responsibility, for the same reason.
    • Refund: We will transfer your payment back within 7 days, through our official bank account.

Please note: For exchanges and replacements, courier charges are borne by the customer on both ends, once when sending the original product back to us, and again when we send the exchanged/replacement item back to you. As a small, growing business, we're unable to absorb courier costs twice on a single order while also offering free delivery on all purchases. ZEDSHOPPE® only bears courier costs in the case of a doorstep refusal (See Section 2).

5. Wellness & Intimate Care Products (Special Note).

Due to the personal and hygiene sensitive nature of our Wellness & Intimate Care products (delay sprays, creams, condoms, lubricants, etc.), these items are not eligible for exchange, replacement, or refund based on personal preference. Once opened, these products cannot be returned under any circumstances, for hygiene and safety reasons.

Replacement or refund is only offered for Wellness & Intimate Care products if the item arrives damaged, leaked, or defective and only if reported immediately upon delivery, as outlined in Section 6 below. An unopened, sealed, unused product may still qualify under our standard criteria in Section 3.

6. Important: Inspect Your Parcel Before Accepting.

If your parcel appears leaked, opened, broken, or damaged at the time of delivery, please inform us immediately via WhatsApp or Call while the rider is still present with you. This allows us to raise the matter with the courier right away. Since we pack every product to the highest standard before dispatch, we are able to file a claim with the courier ourselves if it still gets damaged in transit.

If you accept a parcel that is visibly leaked, opened, broken, or damaged without informing us at that time, ZEDSHOPPE® will not be able to take responsibility for it. Once such a parcel is accepted without being reported immediately, the loss will have to be borne by the customer, as we are no longer able to verify or claim the damage with the courier after the fact.

7. Important: Record a Video While Receiving Your Parcel.

For your protection and ours, we strongly recommend the following:

  1. Record a video while receiving the parcel from the courier rider, showing the parcel as handed over to you.
  2. Record a Second Video while opening the parcel, capturing all sides/angles of the flyer/box and the product inside.

This video evidence helps us resolve any issues quickly and fairly in case of a damaged, missing, or incorrect item claim.

8. About Our Packaging.

For your awareness, our packaging process differs by category:

  • Discreet Packaging (Wellness & Intimate Care Products): All orders in this category are packed discreetly, with no product names, branding, or descriptions visible on the outer packaging, to protect your privacy.
  • Branded Packaging (Regular Products): All other products (Mobile & Tech Accessories, Lingerie, Kids Toys, Massage & Physio, etc.) are shipped using our standard branded ZEDSHOPPE® packaging.

This is simply for your information it does not affect your exchange, replacement, or refund rights, which are determined solely by the criteria in Section 3.

9. Refunds.

We offer monetary refunds in the following two situations, provided our criteria are met:

A) Advance Payment Order Cancellation
If you've sent us an advance payment and cancel your order within a few Hours, we will transfer your payment back to you within 3 Days, through our Official Bank Account.

B) Cash on Delivery (COD) Order Cancellation
For Cash on Delivery (COD) orders, you may cancel your order anytime before dispatch by contacting us, no refund is applicable in this case, since no payment has been made in advance.

C) Refund After Product Return
If you've received your parcel and wish to request a refund instead of an exchange or replacement, you must send the product back to us at your own expense, within 24 Hours of receiving it, meeting all eligibility criteria in Section 3 (unopened, sealed, unused).

Once your returned product reaches us and passes inspection, we will transfer your refund within 7 Days, through our Official Bank Account.

Need Help?

If you have any questions about returns, exchanges, replacements, or refunds, we're here to help: