Return & Refund Policy

NayaBazar is built on trust, transparency, and buyer satisfaction. We understand that occasionally a product may arrive defective, damaged, or different from what was described.

Our Return & Refund Policy is designed to give you peace of mind when shopping on our marketplace. Whether an item was fulfilled directly by NayaBazar or dispatched by an independent marketplace merchant, your purchase is covered under standard platform guarantees.

Customers can initiate a return or replacement request within 7 calendar days from the date of physical delivery confirmation.

• Original Packaging: Products must be returned with their original manufacturer box, tags, user manuals, warranty cards, and any bundled complimentary gifts intact.
• Sealed Items: Consumable, electronic, and packaged items must remain unopened and sealed in their original condition where applicable.
• Proof of Purchase: Retain your order confirmation email/SMS or the delivery invoice for smooth claim validation.

A return or refund request is readily approved under any of the following 5 eligible scenarios:

For health, hygiene, and product integrity reasons, certain product categories cannot be returned once delivered, unless they arrived damaged or expired:

• Perishable & Fresh Groceries: Fresh vegetables, fruits, dairy, bakery, and temperature-sensitive food items.
• Unsealed Personal Care & Cosmetics: Skincare, fragrances, makeup, and grooming products with broken tamper-evident seals.
• Hygiene & Undergarments: Underwear, socks, and intimate apparel for hygiene standards.
• Digital Products: Mobile top-ups, digital vouchers, and software license keys once revealed or redeemed.

Returning an item on NayaBazar is simple and straightforward:

To ensure smooth logistics across all regions of Pakistan:

• Customer Dispatch: You can drop off the package at any reputable courier service (e.g. TCS, Leopard, PostEx, M&P, Pakistan Post) addressed to our designated return facility.
• Postage Reimbursement: If your return is due to a genuine issue (damaged, defective, expired, or wrong item), NayaBazar will reimburse the courier shipping charges by adding the amount directly to your total refund upon presentation of the courier receipt.

Once a returned item is received, inspected, and approved by our quality assurance team, refunds are processed within 3 to 7 working days.

• Cash on Delivery (COD) Orders: Because cash cannot be handed over via post, customers have the flexibility to choose their preferred payout channel:
  • Direct Bank Transfer (IBAN / Account Title)
  • Instant Raast P2P Transfer
  • Mobile Wallet via JazzCash or Easypaisa
  • Store Credit / Wallet for instant shopping without bank waiting periods
• Prepaid / Bank Transfer Orders: Reimbursed back to the original source bank account or digital wallet within 3–7 working days.

You can avoid the return process altogether if you change your mind early:

• Cancellation Window: Orders can be cancelled free of charge at any point before shipment. Orders typically ship within 3 to 8 hours of placement.
• Instant Refund for Cancelled Orders: If payment was already made, pre-shipment cancellations are refunded immediately to your account or wallet.

NayaBazar acts as a trusted intermediary between buyers and independent marketplace sellers:

• Standard Return Guarantee: Marketplace sellers are legally and contractually obligated to accept valid return claims under our 7-day policy.
• Seller Dispute Resolution: If a marketplace seller fails to communicate or delays approving a valid claim, NayaBazar steps in directly to issue your replacement or refund under our Buyer Protection Guarantee.

Ready to initiate a return or have questions about a pending refund? Our dedicated claims desk is available daily: