Please read through our Return Policy on this page to understand our return procedures and make sure your item is eligible for return.

You will have 7 days after an item is delivered to you to notify us that you want to return the item. This means if your item was delivered e.g. on the 5th of the month, you have till the 12th to initiate a return. If the item you wish to return meets the criteria mentioned below, your return can be initiated by calling our helpline at 03320-4047320 which is available 24/7

Returning an item is simple, just follow the steps mentioned below:

  • Check if your product meets all requirements
  • Call the helpline and request a return
  • Fill out the return form
  • Please return goods with a copy of the invoice and mention the reason for returning the items.
  • The customer needs to return the Goods via traceable delivery i.e. courier or registered post on his own expense to our address.
  • Delivery Charges will not be reimbursed.
  • Your returned item will be Quality Checked
  • If validated and Quality Check passes, you will be refunded for the item

What are the conditions for returning an item and what is the procedure?

Your item can be returned if it does not belong to one of the following restricted categories. (These categories are restricted from returns owing to certain business, health or hygiene reasons).

  • Cosmetics
  • Sunglasses
  • Watches
  • Skin-care or hair-care products
  • Perfumes and Fragrances

If you bought a General Merchandise or Electronic item (anything other than a Fashion or Beauty product), please refer to the requirements stated in the chart below.

All Fashion and Beauty products that are not in one of the above-restricted categories, can be returned for any reason, provided they meet the requirements stated in the chart below.

How to Request a Return?

You can request to initiate a return by contacting our helpline at 0346-8285738 or info@shopmax.pk to confirm that your product is eligible for return. We will explain to you the return procedure, and either arrange for our courier partners to pick-up the product or confirm the nearest service provider location where you can drop-off the product.

Please be prepared to give the following pieces of information:

  • Your order number.
  • The reason for the return.
  • The method of refund that you would like and the necessary information associated (bank account number, etc.)
  • Where and when the product should be picked-up

Can I request a replacement rather than a refund?

If you prefer to replace your product, just let our Customer Service executive know your choice and we will call you as soon as your initial product has been received, and we have looked into the availability of the replacement product. If you choose a refund voucher, you can use it to buy a similar product or a different product on goto.pk yourself using the amount originally paid for the returned item.

If my returned product is not validated for return, how am I informed?

If your return does not meet the Quality Check criteria, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.

Note: We will make 3 attempts to return the product to you. Please make sure to be available for scheduled delivery.

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