Effective Date: 20 October 2025
Website: https://apnakhanewal.store
Contact: support@apnakhanewal.store | +92 325 7191031

1. Introduction

Welcome to Apna Khanewal — your trusted online grocery and daily essentials store in Khanewal, Punjab.

This Return & Refund Policy explains how we handle order cancellations, returns, and refunds for all purchases made through our website or official channels.
By placing an order with us, you agree to the terms mentioned below.

2. Eligibility for Returns

Since we deal in perishable and daily-use grocery items, most products are non-returnable once delivered or opened.
However, you may be eligible for a return or replacement under the following conditions:

• You received the wrong product.

• The product is damaged, expired, or defective upon delivery.

• The packaging is tampered or items are missing.

⚠️ Return requests must be made within 24 hours of delivery with clear photos as proof.

3. Order Cancellation Before Delivery

We understand that sometimes customers may need to cancel their order before it is dispatched.
Therefore, we allow order cancellation under the following terms:

a) Cancellation Before Pickup

• If your order is cancelled before it has been picked up by our delivery partner or delivery man, the order will be successfully cancelled.

• A 5% service fee will be deducted from your total payment to cover payment gateway and processing costs.

• The remaining 95% amount will be refunded to your original payment method.

b) Full Refund (Special Cases)

• In certain situations, we may issue a full refund (100%), depending on the type of product and the stage of processing.

• Full refunds may apply for:

  • Out-of-stock products after payment.

  • Technical or system errors.

  • Orders cancelled immediately after placement (within 15–20 minutes).

4. Refund Processing Timeline

• Refunds are usually processed within 5–7 working days after approval.

• Refunds are issued through the same payment method used during purchase (Easypaisa, JazzCash, or Bank Transfer).

• In some cases, refund time may vary depending on your payment provider’s policy.

5. Items Not Eligible for Return or Refund

The following items are not eligible for return or refund (except when damaged or incorrect):

• Fresh fruits, vegetables, or dairy items.

• Frozen or temperature-sensitive goods.

• Personal hygiene or opened products.

• Items marked as non-returnable during checkout.

6. Damaged or Wrong Products

If you receive a damaged, expired, or incorrect item, please notify our support team immediately at support@apnakhanewal.store or call +92 325 7191031 within 24 hours of delivery.
We may request photos or videos as proof to validate the claim.

After verification, you will be offered:

• A replacement (if available), or

• A refund according to the payment method used.

7. Fraudulent or False Claims

We strictly prohibit false refund requests or fraudulent claims.
Any attempt to misuse our refund system may result in:

• Order cancellation,

• Account suspension, and/or

• Legal action under Pakistan’s E-Commerce and Cybercrime Laws.

8. Mode of Refund

Refunds will be issued through the same method used for payment:

• Easypaisa → Refund to the same wallet/account.

• JazzCash → Refund to the same mobile account.

• Bank Transfer → Refund to the same bank account used for payment.

COD (Cash on Delivery) orders are eligible for refund only if cancelled before dispatch or approved after verification.

9. Our Right to Refuse Refund

Apna Khanewal reserves the right to decline refund requests in cases where:

• The product was used or consumed.

• The issue was reported after 24 hours of delivery.

• The refund claim is found to be false or unverified.

10. Contact for Refund or Return Queries

For all refund or return related concerns, please contact our support team:

📧 Email: support@apnakhanewal.store
📞 Phone: +92 325 7191031
🌐 Website: https://apnakhanewal.store
📍 City: Khanewal, Punjab, Pakistan

11. Legal Jurisdiction

All transactions, cancellations, and refunds are governed by the laws of Pakistan, and any disputes will be handled in the courts of Khanewal, Punjab.