Returns and refunds policy

Time to report

7 days from delivery or pickup

What qualifies

The item arrived damaged, is the wrong item, is expired, or something is missing from your parcel

What doesn't

Changing your mind, ordering the wrong size or flavour yourself, or an opened food, medicine or vaccine

Seller's answer

Within 48 hours. If the seller doesn't answer in time, we approve the return for you

Refund

Within 3 days after the seller receives the item back (or approves a missing-item claim)

Refund methods

Bank transfer (IBFT), Raast, JazzCash, Easypaisa, or cash at the seller's branch

You can ask for a return or refund within 7 days of the day your order was delivered or picked up, for these reasons only:

• Damaged. The item or its packaging was broken, crushed, leaking or tampered with when it arrived.
• Wrong item. You received a different product, size, flavour, strength or quantity from what you ordered.
• Expired. The item was past its expiry date when it arrived, or too close to expiry to use as directed.
• Missing. An item you paid for was not in the parcel.

These reasons are the seller's responsibility, so you never pay for them: the seller covers return delivery and the full refund, including the delivery fee you paid for the affected items.

• Opened food, medicines and vaccines. For health and safety reasons these are returnable only while unopened and sealed. Check seals and expiry dates when your order arrives.
• Prescription medicines and vaccines are handed over at the clinic counter after a check (see Prohibited and restricted items). Check them at the counter before you leave.
• Items you used, washed, altered or damaged after delivery.
• Items reported after the 7-day window.
• Change-of-mind returns (not offered at launch).

A seller may choose to accept other returns as a goodwill gesture, but they don't have to.

1. With an account: open Your orders, choose the order and tap Return or report a problem.
2. As a guest: open the order link you got after checkout (also saved under Track an order) and use the same button.
3. Choose the items and quantities, pick the reason, and add a short note.
4. Add 1 to 5 clear photos showing the problem: the item, the label or expiry date, and the outer parcel if it was damaged. Photos are required for damaged, wrong and expired items.
5. Keep the item and its packaging until the return is closed.

If something is obviously wrong when the rider is at your door (for example a crushed or wet parcel), you may refuse it. A refused parcel goes back to the seller and you pay nothing.

• Seller decision. The seller approves or declines within 48 hours. A decline must give a reason.
• No answer? If the seller doesn't answer in time, a damaged, wrong, expired or missing-item claim is approved automatically.
• Sending it back. Depending on the seller, you drop the item at their branch (or a Pawzaar partner location), their rider collects it, or their courier picks it up. The seller pays the cost.
• Inspection. The seller checks the item against your report when it arrives. Missing-item claims don't need anything sent back.
• Disagreement. If the seller declines and you disagree, tap Ask Pawzaar to review. Our support team looks at the photos, the order history and both sides, and makes a final decision on the platform. This doesn't affect your rights under consumer protection law.

When a return is approved, you get a refund within 3 days after the seller receives the item back, or after approval for a missing item. The seller may offer a replacement instead; you can choose a refund if you prefer.

Because you paid in cash (on delivery or at the clinic), refunds are sent by:

• Bank transfer (IBFT) to your IBAN
• Raast ID
• JazzCash or Easypaisa mobile wallet
• Cash at the seller's branch, if you prefer to collect it

You enter your refund details once, on the return page. They are encrypted, shown only to the person sending the refund and to Pawzaar finance staff, and deleted 90 days after you confirm you received the money. See the Marketplace privacy notice.

Once the refund is sent, the seller uploads proof (for example a transfer reference). Please confirm when you receive it; if you don't, we mark it received after 3 days. If a refund is late, it is escalated to Pawzaar automatically.

If only part of an order is affected, only that part is refunded, plus the delivery fee for that part where it was charged separately.

A seller may propose a partial refund (for example when the outer box is damaged but the product is fine). You can accept it or ask Pawzaar to review.

If a courier can't reach you, you'll be asked whether to try again or cancel. Details are in Shipping and cash on delivery.

Refusing a parcel without a good reason costs the seller money. Repeated refusals from the same number may mean we ask you to collect future orders at the clinic, or to confirm by phone first.

• Answer every return request within 48 hours, with a reason if declining.
• Arrange and pay for the return of damaged, wrong, expired or missing items.
• Send the refund within 3 days of receiving the item (or approving a missing-item claim) and upload proof.
• Never ask a buyer to cancel a return or leave a review in exchange for a refund.

Return performance counts towards a seller's standing. See the Seller agreement.