Refund policy

At Caro Mart, customer satisfaction is our priority. Please review our shipping and return policies carefully before placing an order.

1. Shipping Information

  • Delivery Charges: Rs. 349 nationwide
  • Free Delivery: On orders above Rs. 4,980

Order Processing

  • Orders placed on Sundays or public holidays are processed on the next working day.
  • New customers may receive an order confirmation via call, SMS, or WhatsApp.

Delivery Time

  • Standard delivery: 2–5 working days
  • During peak seasons or high demand: up to 7 working days
  • Deliveries are not made on Sundays

2. Returns Policy

We understand that sometimes a product may not meet expectations.

  • You can request a return within 15 days of receiving your order
  • Items must be:
    • Unused
    • In original packaging
    • In resellable condition

Items that do not meet these conditions may not be accepted.

Customers are responsible for sending the item back using a trackable courier service at their own expense.

3. Faulty or Damaged Products

If you receive a defective or incorrect item:

  • Contact us immediately
  • The item must be returned within 15 days
  • Include all original packaging and accessories

We will review and assist you accordingly.

4. Exchanges

  • Exchanges depend on product availability
  • You can request a different size, color, or item

Process

  • Submit a request through our support channel
  • Our team will arrange:
    • Pickup of the original item
    • Delivery of the replacement

Exchange Fee: Approximately Rs. 500 (covers two-way shipping)

5. Refund Policy

  • Refunds are processed within 2–4 working days after inspection
  • Payment method: Bank transfer

Important Notes

  • Delivery charges are non-refundable
  • Refund timing may vary depending on your bank

In some cases, refunds may be issued based on verified return tracking without waiting for physical delivery.

If your refund is delayed:

  1. Check your bank account
  2. Contact your bank or card provider
  3. If still unresolved, contact our support team

6. Return Shipping Responsibility

  • Customers must cover return shipping costs
  • Use a trackable courier service for safety
  • Caro Mart is not responsible for items lost during return transit

7. Non-Refundable Delivery Charges

  • Delivery fees are not refunded for:
    • Change of mind
    • Incorrect orders placed by the customer

Even in “free delivery” offers, shipping costs are included in the product price.

Shipping costs are only refunded if:

  • The product is faulty
  • There was an error from our side (wrong item, damaged packaging, etc.)

8. How to Request a Return or Exchange

To initiate a request:

  1. Contact our support team with your order details
  2. Provide accurate information about the issue
  3. Keep the product ready in original condition

Once your request is reviewed, our team will guide you through the next steps.

9. Return Address

All returns should be sent to our warehouse:

Caro Mart
Johar Town
Lahore, Pakistan
+92 348 5583323

10. Contact Us

For any questions regarding shipping, returns, or refunds:

  • WhatsApp: +92 348 5583323
  • Email: info@caromart.pk