Return, Refund and Cancellation Policy

Last updated: October 18, 2026

In short: Check your parcel when it arrives and film the unboxing. Report damage or a wrong item quickly with your order number. We repair, replace or refund genuine problems. Fake claims, swapped items and refused parcels without a reason are not accepted.

We want you to be happy with your purchase. This page explains how cancellations, returns, replacements and refunds work. It is part of our Terms of Service.

Check your parcel on delivery

Please check the box and the product in front of the courier if you can, and tell the courier at once if it is damaged or wrong.
Record a clear, uncut unboxing video when you open the parcel, showing the shipping label, the sealed box and the product. We may ask for it.
Keep all packaging, accessories, manuals and the invoice until you are sure the product is fine.

Wrong, damaged or faulty items

If your item arrives damaged, wrong, incomplete or not working, contact us within 48 hours of delivery with your order number, photos and the unboxing video. Reports made later may still be considered, but we cannot promise to accept them.

After checking the claim, we will either replace the item, repair it, or refund you, depending on stock and what is fair. A genuine fault or our own mistake is never charged to you for shipping.

Returns because you changed your mind

The return window and warranty are different for each product and are shown in the delivery box on its page. If a product says "No returns" or shows no return window, it cannot be returned for a change of mind.
Within the window, the item must be unused, sealed or in perfect condition, in its original packaging, with all accessories, tags, serial numbers and the invoice.
For change-of-mind returns you pay the return shipping, and the original delivery fee is not refunded.

What we cannot accept

Items damaged by misuse, drops, liquid, burns, power surges or repair by anyone other than an authorised centre.
Items with missing parts, packaging, accessories, serial numbers or seals, or signs of use beyond testing.
Products marked as non-returnable on their page.
Software, accounts or activation issues that are not caused by a hardware fault.
Claims that cannot be matched to the item we shipped.

Return fraud

We check every return. If a returned parcel is empty, contains a different, used or fake product, or parts have been swapped, we will refuse the refund, send the parcel back where possible, block the account and, where appropriate, report the matter to the authorities. Please do not send anything back without our approval.

How to request a return or replacement

Message us on WhatsApp or through the contact form with your order number (shown in your profile), the reason, photos and the unboxing video.
We tell you whether it is approved and how to send the item. Do not ship it before we confirm.
Pack it safely and keep the courier receipt and tracking number until we confirm we received it.
We inspect the item, then replace, repair or refund it.

Refunds

Refunds go to a bank or wallet account in the name of the person who placed the order, unless we agree otherwise. For COD orders you will need to give us these details.
We aim to refund within 5 to 10 working days after the returned item passes inspection, or after we confirm a cancelled prepaid order. Banks and wallets can take extra time.
We may deduct the cost of missing items or damage found on inspection.
Vouchers and discounts used on an order are not refunded as cash.

Cancelling an order

You can cancel from your profile within 30 minutes of placing the order, while it is pending or processing.
After that, message us. If the order has not shipped we will try to cancel it. Once it has shipped it cannot be cancelled, but you can refuse it at the door only for a valid reason such as damage or a wrong item.
If we cancel an order, for example for a pricing error, no stock or an unverified payment, any payment we received is refunded.

Refused or uncollected parcels (COD)

If you refuse a parcel without a valid reason, or the courier cannot reach you, the order is cancelled and we may charge the delivery and return costs on your next order, ask for advance payment, or stop accepting COD orders from you. See the Terms of Service.

Payment problems

Paid to the wrong account: we can only help with payments sent to the accounts shown on itmaad.com at checkout. Money sent anywhere else is between you and that account holder or your bank.
Duplicate or extra payment: send us both transaction IDs and we will refund the extra amount after checking.
Payment not showing: keep your screenshot and transaction ID and message us. The order stays on hold until we can confirm it.
Please talk to us before starting a dispute or reversal with your bank or wallet. Most problems are fixed faster that way. Disputes started for orders that were delivered correctly may be challenged with delivery and order records.

Warranty

Where a product lists a warranty, covered faults are repaired or replaced under the brand or seller's warranty terms. Warranty usually does not cover physical damage, liquid damage, misuse or unauthorised repairs. Keep your invoice and packaging as proof of purchase. We will help you reach the right service channel, but the final decision on a warranty claim may rest with the brand or its service centre.

Your legal rights

Nothing in this policy takes away any right you have under Pakistani consumer protection law, including your rights if goods are defective or not as described.

Contact us

Itmaad, City Housing, Jhelum, Punjab, Pakistan.
Email: ali632@gmail.com
WhatsApp / phone: +92 332 8760216
Or use the contact form.