Shop Flix – Return, Replacement & Refund Policy

At Shop Flix, we are committed to providing our customers with a reliable and transparent shopping experience. We understand that receiving the correct product in proper working condition is important. Our Return & Refund Policy explains the conditions, procedures, and timelines for requesting a return, replacement, or refund.

1. Return Policy – 3-Day Checking Period

Shop Flix offers a 3-day (72-hour) return-claim period from the date of delivery for eligible products.

Customers may request a return or replacement if:

• The delivered product is different from the product ordered.

• The product is physically damaged upon arrival.

• The product has a functional or manufacturing defect upon delivery.

• The product is missing essential accessories or components.

• The product's condition, specifications, or variant materially differ from the information provided at the time of purchase.

• A mobile phone has an undisclosed activation, PTA approval, or packaging issue.

All return requests are subject to verification and inspection by our support team.

2. Conditions for Accepting Returns

To qualify for a return or replacement, customers must:

1. Submit a complaint within 3 days of receiving the order.

2. Provide the order number, invoice, or proof of purchase.

3. Provide a clear description of the reported issue.

4. Submit photographs and, where available, a complete unboxing video showing the package opening and product condition.

5. Return the product with its original box, accessories, manuals, and included items.

6. Ensure that the product has not been damaged through misuse, negligence, or unauthorized repair.

Shop Flix may request additional information to verify the complaint.

A return will be approved only after the reported issue has been assessed and the claim is found eligible.

3. Mobile Phones & Tablets

Mobile phones and tablets may qualify for a return or replacement under the following circumstances:

• A defective or non-functional device is delivered.

• The incorrect model, color, or storage variant is received.

• The device arrives with physical damage.

• The device is previously activated or repacked when sold as a new, sealed product.

• The PTA approval status differs from what was advertised.

• The device has a material issue that was not disclosed before purchase.

Devices damaged due to customer misuse, unauthorized repairs, liquid exposure, or improper handling are not eligible for return on those grounds.

Manufacturing defects reported after the 3-day checking period may be handled under the applicable manufacturer or seller warranty.

4. Used & Pre-Owned Devices

For used or pre-owned mobile phones and electronic devices, the condition described on the product page or at the time of purchase will be used as the basis for evaluating claims.

A return may be accepted if:

• The device has an undisclosed functional defect.

• The delivered model or specifications are incorrect.

• The actual condition materially differs from the advertised condition.

Previously disclosed cosmetic wear, scratches, battery condition, or other stated limitations are not considered grounds for return solely because of those disclosed characteristics.

5. Accessories & Other Electronics

Accessories such as chargers, cables, earbuds, headphones, smartwatches, power banks, and other electronic products may qualify for return if they are defective, damaged, or incorrect upon delivery.

Claims involving charging, connectivity, battery performance, or other functional problems will be reviewed based on the product's specifications and reported issue.

Warranty coverage and duration may vary by brand and product.

6. Non-Returnable Products

Shop Flix generally does not accept returns or exchanges for:

• Change of mind or personal preference.

• Incorrect selection by the customer where the correct product was supplied.

• Products damaged due to misuse, negligence, or accidental damage after delivery.

• Products modified or repaired without authorization.

• Products returned without prior return authorization.

• Items with missing components where the loss occurred after delivery.

• Products purchased under clearly disclosed final-sale conditions, except where a remedy is required by law.

A legitimate claim involving a defective, damaged, or incorrectly supplied product will still be reviewed in accordance with applicable consumer-protection requirements.

7. How to Request a Return

Customers must contact Shop Flix within 3 days of receiving their order.

Email: pk.shopflix@gmail.com
WhatsApp: +92 333 3022219
Landline: +92 21 32721408

Please provide:

1. Order number and customer name.

2. Date of delivery.

3. Product name and model.

4. Detailed description of the issue.

5. Photographs or unboxing video, where available.

6. Proof of purchase.

Our support team will review the complaint and provide return instructions if the request is eligible.

Important: Products sent back without prior approval may not be accepted.

8. Return Shipping & Product Inspection

Once a return request is approved for inspection, Shop Flix will provide the appropriate return address and shipping instructions.

Customers should pack the product securely with its original accessories and documentation.

Upon receiving the returned product, Shop Flix will inspect it to verify the reported issue.

If the claim is confirmed, Shop Flix may arrange a replacement or refund, depending on the circumstances and product availability.

For verified defects or fulfillment errors attributable to Shop Flix, reasonable return-shipping costs will be covered by Shop Flix.

If the inspection does not confirm an eligible issue, the customer will be informed of the findings and any applicable return-shipping arrangements.

9. Replacement Policy

If a product is confirmed to be defective, damaged upon delivery, or different from the product ordered, Shop Flix may provide:

• A replacement of the same model, subject to availability.

• A mutually agreed alternative product.

• A refund if a suitable replacement is unavailable or a refund is otherwise appropriate.

Replacement requests will be processed after the product has been received and inspected, where a physical return is necessary.

Any difference in price for an alternative product will be communicated to the customer before proceeding.

10. Refund Eligibility

A refund may be approved when:

• A verified defective product cannot be replaced.

• An incorrect product was delivered and a suitable replacement is unavailable.

• A product arrives damaged and the claim is validated.

• An eligible order is canceled before dispatch.

• A refund is otherwise required under applicable law.

Refunds are not automatically approved merely because a return request has been submitted.

Shop Flix will notify customers once their refund request has been reviewed and approved or declined.

11. Refund Processing & Timelines

Once the return has been received, inspected, and approved, Shop Flix will initiate the refund through the applicable payment method.

Proposed refund timelines:

These estimated timelines begin after refund approval and completion of any required payment details.

Actual processing times may vary depending on the customer's bank, payment service provider, and the method used.

12. Refunds for Cash on Delivery Orders

For approved Cash on Delivery refunds, customers may be asked to provide:

• Account holder name.

• Bank name.

• IBAN or account number.

• Other payment details necessary to complete the refund.

Refunds will be issued only after the customer's return request has been approved and any required verification is completed.

Customers should never share banking passwords, PINs, or one-time verification codes.

13. Refunds for Online Payments

For orders paid through debit cards, credit cards, bank transfers, JazzCash, EasyPaisa, or other supported payment methods, refunds will generally be processed through the original payment method where possible.

If a refund cannot be processed through the original payment method, Shop Flix will contact the customer to arrange an appropriate alternative.

The time required for funds to appear in the customer's account depends on the relevant financial institution or payment provider.

14. Order Cancellation

Shop Flix reserves the right to refuse or cancel any order at any time for reasons including, but not limited to:

• Product or service unavailability.

• Errors in product descriptions, specifications, or pricing.

• Incorrect or incomplete order information.

• Payment verification issues.

• Suspected fraudulent, unauthorized, or illegal transactions.

• Other circumstances that prevent successful order fulfillment.

Shop Flix also reserves the right to refuse or cancel orders where fraudulent activity or unauthorized transactions are suspected.

15. Exchanges

Exchanges may be offered for products that qualify under the return policy.

If an eligible product is defective or incorrect, Shop Flix will review the request and determine the appropriate replacement or refund.

Exchanges requested solely for a change of mind, color preference, or personal preference are generally not accepted.

16. Warranty Claims

Products sold by Shop Flix may carry manufacturer or seller warranty coverage where explicitly mentioned in the product listing or invoice.

Warranty terms, duration, and coverage vary by product and brand.

After the 3-day return-claim period, eligible manufacturing defects may be handled through the relevant manufacturer, authorized service center, or stated seller warranty process.

The Shop Flix return policy does not replace valid warranty obligations or statutory consumer rights.

17. Important Customer Guidelines

To help ensure a smooth return process, customers are advised to:

• Inspect the external packaging upon delivery.

• Record a clear, uninterrupted unboxing video where possible.

• Check the product model, condition, and included accessories.

• Report any issue within 3 days of delivery.

• Keep the original packaging and purchase invoice.

• Contact Shop Flix before sending any product back.

These steps help us investigate claims efficiently and fairly.

18. Contact Shop Flix

For return requests, refund inquiries, replacement claims, or warranty-related questions, please contact:

Shop Flix

Address: D55, 4th Floor, Lyric Mobile Mall, Opposite Amma Tower, Garden Road, Saddar, Karachi, Pakistan.

Email: pk.shopflix@gmail.com

WhatsApp: +92 333 3022219

Landline: +92 21 32721408

Our customer support team will assist you with the applicable return, replacement, or refund process.

This policy is subject to applicable consumer-protection laws in Pakistan. Nothing in this policy limits rights that cannot legally be excluded.