Return Policy

Open & Check on Delivery

Unlike most online stores in Pakistan, we let you open your parcel and check the product in front of the delivery rider before paying — available on most products.

• Check the product for damage, and confirm it is what you ordered.
• If the product is damaged, defective, or not what you ordered, you can refuse the parcel on the spot — pay nothing, and no questions asked.
• Please check for visible damage or breakage before the rider leaves. On products with the open-and-check option, visible damage (cracks, breakage, dents) must be reported at the time of delivery by refusing the parcel — visible-damage claims made after the rider has left cannot be accepted on these products.
• Hidden faults that could not be seen at delivery — like a manufacturing defect that only appears on first use — are still fully covered by our 72-hour return process below (non-fragile products).
• A very small number of sealed hygiene-sensitive items may not be openable before payment — this is mentioned on the product page where it applies.

72-Hour Easy Returns (Non-Fragile Products)

For non-fragile products, you can request a return within 72 hours of delivery:

• Defective or wrong item delivered: we arrange free return pickup after verifying eligibility. Contact us within 72 hours of delivery; photos or other evidence may be requested within the same 72-hour window. The resolution is a refund after the returned item is received, inspected and approved.
• Fragile products: inspect the item at delivery and refuse a visibly damaged or wrong fragile item before accepting it. Breakage reported after delivery acceptance is not covered by the standard return policy.
• Changed your mind: request the return within 72 hours of delivery and keep the item unused, in its original packaging, with all accessories and included items. You arrange and pay return delivery by courier or mail.
• Exchanges and replacements are not accepted.

What Can't Be Returned

• Products that have been used, washed, or damaged after delivery.
• Products without their original packaging or missing parts/accessories, unless the return is due to damage or defect.
• Hygiene-sensitive items once their seal is opened, such as personal-care items.
• Visible damage reported after delivery on products where the parcel could be opened and checked in front of the rider.
• Return requests made after the 72-hour window for non-fragile products.
• Fragile products accepted at delivery — breakage reported later is not covered, so please inspect fragile items in front of the rider and refuse the parcel if broken.

How to Request a Return

1. Email admin@grahak.pk or message us on WhatsApp with your order number.
2. For damage or defect claims, photos or other evidence may be requested within the same 72-hour return window.
3. We review your return request within 3 business days (Monday–Saturday, excluding public holidays), then arrange pickup or guide you on sending it back.

Refunds

• Refunds are issued only after the returned product is received, inspected and approved.
• Approved refunds are sent by bank transfer within 7 calendar days after the returned product is received and approved.
• There is no restocking fee. Exchanges and replacements are not accepted, and store credit is not offered.
• If you refused the parcel at the door, there is nothing to refund — you never paid.