Return, Refund and Exchange Policy

At roshanex.pk, we value our customers. We also strive to provide a transparent and efficient Return, Refund and Exchange Policy. Our goal is to ensure a secure and satisfying shopping experience. The following terms apply to all ordered products:

How to Request a Return, Refund or Exchange

Initial Contact: Please reach out to our customer support team at info@roshanex.pk before you start any return, refund, or exchange shipment.
Claim Window: You must submit all requests for returns, refunds, or exchanges within 3 days of receiving your order.

Return Conditions and Warranty

Completeness: Every returned item must include its original packaging, all accessories, and any documentation originally provided.
Warranty Disclaimer: roshanex.pk operates as an e-commerce platform and does not offer direct product warranties. Instead, the manufacturers or brand owners exclusively provide all guarantees and after-sales services, according to their specific terms. For warranty claims or technical support, customers must contact the authorized service centers directly.

Processing Time and Exchanges for Incorrect Items

Processing Time: Please allow two to four weeks for us to process returns or refunds, excluding standard delivery transit times.
Incorrect Delivery: If you receive an item different from what you ordered, please do not open or use it. In that case, we will arrange an exchange accordingly.

Refund Eligibility and Items You Cannot Return or Exchange

Refund Eligibility: Only items purchased at regular prices are eligible for refunds. However, sale items or products bought at special discounted rates are non-refundable.
Non-Eligible Products: Under our Return, Refund and Exchange Policy, you cannot return, get a refund for, or exchange the following items:
1. Customized or personalized goods.
2. Items showing signs of use or damage caused by the customer.
3. Tampered or modified products.
4. Orders delivered outside of Pakistan.
5. Malfunctions resulting from improper installation or incorrect wiring.
6. Damage caused by fire, water, or natural disasters.
7. Any item with a purchase value exceeding Rs. 30,000/-.
8. Requests based on a change of mind or incorrect product selection regarding technical specs.

Store Pickups, Inspection and Return Shipping

Store Pickups: If you utilized the local store pickup service, then any claims must be processed directly at the store location.
Inspection Process: All returned products undergo a technical evaluation by our team. We will notify you via email once we receive the item and confirm whether it qualifies for an exchange or refund.
Shipping Responsibility: Costs associated with returning a product are the responsibility of the customer. Therefore, we recommend using a trackable shipping service and purchasing insurance to ensure the safe arrival of your return.

Defective, Damaged or Externally Damaged Deliveries

Quality Assurance: We conduct a thorough quality check before dispatching every order. If you receive a defective or damaged product, please contact us within 3 business days at info@roshanex.pk for return instructions (shipping costs remain at the customer’s end).
External Damage: If the shipping package appears damaged from the outside upon arrival, please refuse the delivery and inform us immediately at info@roshanex.pk.