This Policy applies to products you buy from Paaltu Jaanwar through paaltujaanwar.com. Pets are not covered here; see the Bringing a Pet Home Policy.
Nothing in this Policy limits your rights under the Sindh Consumer Protection Act 2014 or other law.
1. Check your order at the door
Please check the outer packaging and the items when your order arrives, before paying where you can. If something is visibly damaged, wrong or missing, you may refuse that item and tell the rider.
2. Damaged, wrong, expired or faulty items
Tell us within 48 hours of delivery if an item:
- arrives damaged, leaking or tampered with;
- is not what you ordered, or is missing from your order;
- has passed its expiry date on delivery;
- has a fault that was present when it was delivered.
Send your order number and clear photos of the item, its packaging and any batch or expiry details to us by WhatsApp at 0300-1324669 or to [email protected]. If we confirm the problem, you may choose a replacement, where available, or a full refund for that item. You pay nothing to return it, and we refund any delivery fee if the entire order was wrong or unusable.
A fault that appears later will be considered fairly, taking into account normal use and any manufacturer’s warranty.
3. Changing your mind
You may return unwanted products within 7 days of delivery if the item is:
- unused and unopened, with its seal intact;
- in its original packaging, with any tags and accessories;
- in a condition that lets us resell it.
The original delivery fee is not refunded, and you are responsible for the cost of returning the item, or we may deduct our PKR 250 collection fee from your refund if we collect it for you.
4. Items we cannot take back
For hygiene, safety and animal health reasons, unless they are damaged, wrong, expired or faulty, we cannot accept returns of:
- opened food, treats, milk formula or supplements;
- opened litter, shampoo, medicine, or grooming and care products;
- used bowls, beds, toys, chews, collars, leashes and brushes;
- items marked as final sale when you bought them;
- products damaged after delivery by misuse, poor storage or a pet.
5. If your pet reacts badly to a product
Stop using the product and speak to a veterinarian immediately. Then contact us with your order number, the batch details and, if you have one, the vet’s note. We will review the case and pass it to the manufacturer where needed.
6. How to start a return
- Message us on WhatsApp or by email within the time limit, with your order number and the reason.
- We will reply within 2 working days and tell you whether we will collect the item or you should bring it to our shop.
- Keep the item, its packaging and your order number until the matter is closed.
- We inspect the item when it reaches us and confirm the outcome.
7. How and when you get your refund
We will send your refund within 7 working days of approving it. As orders are paid in cash, we refund by a method we agree with you, such as a bank transfer, a mobile wallet or cash at our shop. To protect you, we will ask only for the details needed to send the money, and never for a password, PIN or one-time code.
If you paid a promotional price, your refund is the amount you actually paid. If a promotion required a minimum purchase, we may adjust the refund if your return takes the order below it.
8. Cancelling an order
You may cancel free of charge any time before your order is dispatched by messaging us with your order number. After dispatch, you may refuse the delivery, but refusing orders repeatedly without good reason may lead us to decline future cash-on-delivery orders.
If we cancel your order, you pay nothing, and anything you have paid is returned in full.
9. Contact us
WhatsApp or phone: 0300-1324669
Email: [email protected]
Shop: Shop No 4, Street 2, Plot No 3-C, Badar Commercial, Phase 5, DHA, Karachi
