Refund & Return Policy

1. Overview

Apni Saltanat is a marketplace platform that connects independent buyers and sellers (Sardaars) across Pakistan and internationally. Transactions are conducted directly between buyers and sellers.

As a platform, Apni Saltanat does not directly sell products and is not a party to transactions between buyers and sellers. However, we have established the following policies to ensure fairness and protect both parties.

2. Damaged or Defective Products

If a product arrives damaged or defective, the Seller (Sardaar) is fully responsible for compensation or replacement. Buyers should:

• Document the Damage Take clear photos or videos of the damaged product and its packaging upon receipt.
• Contact the Seller Reach out to the seller directly via their WhatsApp or contact information provided on their store page within 48 hours of delivery.
• Request Resolution Request either a full refund, replacement product, or partial compensation from the seller.
• Escalate If Needed If the seller is unresponsive or refuses, contact Apni Saltanat admin. Repeated offending sellers may be blocked.

3. Returns & Exchanges

Return and exchange policies may vary by seller. Generally:

• Returns must be requested within 3–7 days of delivery (unless the seller specifies otherwise).
• Products must be in their original condition — unused, undamaged, and in original packaging.
• Return shipping costs are typically the buyer's responsibility unless the product was damaged or incorrect.
• Digital products, perishables, and personal hygiene items are not eligible for return.
• Each seller's individual return policy (if specified on their store page) takes precedence over this general policy.

4. Refund Process

When a refund is agreed upon between buyer and seller:

• Refunds are processed directly by the seller to the buyer — Apni Saltanat does not process or hold any buyer payments.
• Refund methods include JazzCash, EasyPaisa, bank transfer, or any mutually agreed method.
• Refunds should be processed within 5–10 business days after the return is confirmed.
• Sellers who consistently refuse valid refunds may have their accounts suspended.

5. Non-Refundable Situations

Refunds will not be issued in the following cases:

• Products returned after the return window has passed without prior seller agreement.
• Products that show signs of use, damage caused by the buyer, or missing original components.
• Buyers who change their mind about a purchase without any defect in the product.
• Products clearly described as "Final Sale" or "Non-Refundable" in the listing.
• Digital products or downloadable items once delivered.
• Custom-made or personalized products made to buyer specifications.

6. Seller Subscription Refunds

The monthly seller subscription fee (PKR 1,000 or $5 USD) is non-refundable once processed. This fee covers:

• Platform maintenance and server costs.
• Technical support and feature access for the month.
• Active store listing visibility throughout the month.

If a seller account is suspended due to policy violations, no subscription refund will be issued.

7. Dispute Resolution

If a buyer and seller cannot reach a mutual agreement:

• Either party may contact the Apni Saltanat admin team for mediation.
• We will review evidence provided by both parties (photos, messages, etc.).
• Admin decisions are advisory — Apni Saltanat is not liable for enforcing private financial settlements.
• Sellers who are found to be acting in bad faith will face account suspension or permanent ban.

Contact us on WhatsApp: +92-301-1786494 for dispute assistance.