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Returns & Replacement Policy

Refund & Returns Policy – OnePlus Store Pakistan

At OnePlus Store Pakistan, we value your trust and strive to deliver high-quality products with excellent customer service. Please review our Refund & Returns Policy carefully to understand how we handle refunds, exchanges, and replacements.

Important: When you receive your parcel, you must record an unboxing video, as this video will be used in the further process of refunds, exchanges, or replacements.

1. No Refund for Change of Mind

Once an order has been dispatched, refunds or returns will not be accepted if you change your mind.
This is because courier service payments are non-refundable after dispatch.

2. Eligibility for Refunds

Refunds are only applicable in the following cases:

  • If we are unable to deliver your order.
  • If you receive an incorrect, fake, or defective item.
  • If a replacement is not available for a defective or wrong item.

Note: Shipping charges are non-refundable.

3. Items Not Eligible for Refunds

Refunds will not be provided if:

  • The product was damaged due to misuse or mishandling after delivery.
  • The issue is minor and can be resolved with a replacement.
  • The original packaging is missing or damaged.
  • The item has been used.
  • The product matches the description but you no longer want it.

4. Exchange Policy

If you receive a damaged, fake, defective, or incorrect item, you may request an exchange.

Conditions for Exchange

  • Request must be made within 24 hours of delivery.
  • Proof of purchase (receipt/order number) is required.
  • Item must be returned in original condition and packaging.

Exchange Options

  • Exchange with the same item.
  • Exchange with a different item (price difference to be paid by the customer).

5. Replacement Policy

In case of product issues, our first step will always be to provide a replacement.

Conditions for Replacement

  • Request must be made within 24 hours of delivery.
  • Eligible for items that are damaged, fake, defective, or different from what was ordered.
  • Proof of purchase is required.

Shipping Costs for Replacements

  • If returned via Pakistan Post Office (Doc Khana) → full reimbursement of return shipping costs.
  • If returned via private courier service → OnePlus Store Pakistan will cover PKR 150, the remaining amount is paid by the customer.

Re-shipping of the replacement item will be covered by OnePlus Store Pakistan.

6. Additional Costs for Exchange or Replacement

  • If you request a replacement/exchange for a higher-priced item, you must pay the price difference.
  • If you do not agree to the new item pricing, your request will be canceled after 3 days.

7. Procedure for Refunds, Exchanges & Replacements

Contact us within the required time frame (24 hours for replacement, 3 days for exchange).

  • WhatsApp: 0923059303892
  • Email: Support@oneplusstore.com.pk

Steps:

  1. Provide your order number and details of the issue.
  2. Once approved, you will receive return instructions.
  3. Carefully pack and return the product.
  4. After inspection, your refund, exchange, or replacement will be processed.

8. Processing Time

  • Refunds (if applicable) will be processed within 7–10 business days after approval.
  • Replacements and exchanges will be dispatched promptly after the returned item is received and approved.

Customer Satisfaction Commitment

Your satisfaction is our priority. We aim to resolve all concerns fairly and promptly.

For any questions regarding this policy, please contact us:

  • WhatsApp: 0923059303892
  • Email: Support@oneplusstore.com.pk