Return & Refund Policy

Last updated: 27-06-2026

At The Best Buy, we want our customers to shop with confidence. This Return & Refund Policy explains how returns, refunds, cancellations, and related shipping costs are handled for orders placed through our website.

By placing an order with us, you agree to the terms outlined in this policy.

1. Return Window

You may request a return within 14 days of receiving your order, provided that the item meets the eligibility requirements stated below.

Return requests made after 14 days of delivery may not be accepted.

2. Return Eligibility

To be eligible for a return, the item must meet the following conditions:

• The item must be unused, unworn, unwashed, and in its original condition.

• The item must be returned in its original packaging, with all tags, labels, accessories, manuals, and invoices included where applicable.

• Proof of purchase, such as an order number or invoice, must be provided.

• The item must not fall under any non-returnable category listed in this policy or on the product page.

Items that are used, damaged by the customer, incomplete, altered, or returned without original packaging may not be accepted.

3. Non-Returnable Items

Certain items may not be eligible for return due to hygiene, safety, product condition, or customisation reasons.

Non-returnable items may include:

• Custom-made, personalised, or special-order items

• Items marked as non-returnable on the product page

• Items returned in used, damaged, incomplete, or altered condition

• Items without original packaging, tags, accessories, or proof of purchase

• Products that cannot be returned for hygiene or safety reasons, unless faulty or incorrect

Any product-specific exclusions will be mentioned on the relevant product page where applicable.

4. How to Start a Return

To initiate a return, please contact us before sending any item back.

Email: [email protected]
Phone: +923154387777

Please include the following information in your return request:

• Your order number

• Your full name and contact details

• Reason for return

• Photos or videos, if the item is damaged, defective, incorrect, or incomplete

• Any other details that may help us review your request

Returns sent without prior approval may not be accepted.

5. Return Shipping Costs

Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect due to our error.

If the return is approved for reasons such as change of mind, incorrect size selection, wrong product ordered by the customer, or any other customer-side reason, the customer will bear the return shipping cost.

If the item is verified as faulty, damaged, or incorrect due to our error, we may offer a replacement, refund, or another suitable solution after reviewing the issue.

6. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 24 hours of delivery.

You must provide:

• Your order number

• Clear photos or videos of the item

• Photos of the packaging

• A brief explanation of the issue

After reviewing your claim, we may offer a replacement, refund, or another appropriate resolution.

Claims made without clear evidence or after unreasonable delay may not be accepted.

7. Refunds

Once your returned item is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved, the refund will be processed in accordance with our internal refund procedure. Since we currently offer Cash on Delivery (COD), the refund method may be confirmed with you after approval.

Refunds are only issued after the returned item has been received, inspected, and approved.

8. Shipping Fee on Refunds

Shipping charges are paid by the customer and are non-refundable, unless otherwise stated or unless the refund is due to an error on our part.

In case of a refund, the original shipping fee, return shipping fee, or any courier-related charges may be deducted or borne by the customer, depending on the reason for return.

9. Exchanges

We do not offer exchanges for any products once an order has been delivered.

If you wish to purchase a different item, size, colour, or variant, you may place a new order through our website. Any return or refund request for the original item will be handled separately in accordance with this Return & Refund Policy.

10. Order Cancellations

Orders may be cancelled before they are dispatched.

Once an order has been handed over to the courier or dispatched, it cannot be cancelled and must follow the standard return process after delivery.

We reserve the right to cancel orders due to product unavailability, pricing errors, failed order verification, incomplete customer information, suspected misuse, or courier service limitations.

11. Delivery and Courier Partners

We ship orders across Pakistan through trusted courier partners, including TCS and M&P.

Available shipping options may include:

• Standard Delivery: 3–4 business days

• Express Delivery: 2–3 business days

Delivery timelines are estimates and may vary due to courier delays, public holidays, weather conditions, address issues, service limitations, or circumstances beyond our control.

12. Refused or Failed Deliveries

If a customer refuses delivery, provides an incorrect address, remains unavailable, or fails to receive the order after courier attempts, the order may be returned to us.

In such cases, any shipping, return, or courier charges may be payable by the customer before a new order is processed or before any further resolution is offered.

13. Late or Missing Refunds

If your refund has been approved but you have not received it within the communicated timeframe, please contact us at [email protected] for assistance.

Please include your order number and any relevant communication details so we can review your case promptly.

14. Policy Misuse

We reserve the right to refuse returns, refunds, exchanges, or future orders if we identify misuse of our return policy, repeated refusal of deliveries, fraudulent claims, excessive return requests, or suspicious activity.

15. Contact Us

For return requests, refund questions, or customer support, please contact us:

Business Hours: Monday–Friday, 9:00 am – 4:00 pm
Contact Email: [email protected]
Telephone: +923154387777
Office Address: Office #419, 3rd Floor, Al-Khalil Center, China Chowk, Sialkot, Pakistan