Return and Refund Policy
Last Updated: June 23, 2025
YUKAPA is committed to customer satisfaction. This policy establishes the terms and conditions for returns, refunds, and exchanges of products and services, in compliance with the Sale of Goods Act, 1930, the Contract Act, 1872, and consumer protection principles under Pakistani law.
1. Right of Return
For distance sales and online purchases: In accordance with our customer-focused approach and industry best practices, you have the right to return purchased products within 7 days from the delivery date, without the need to justify your decision.
For other products: You may request a return within days from the purchase date, subject to the conditions established in this policy.
2. Conditions for Returns
To exercise the right of return, the product must meet the following conditions:
- Be in perfect condition, unused and undamaged
- Retain original packaging, labels, and accessories
- Be accompanied by purchase receipt or sales invoice
- Not have been altered or modified in any way
3. Products Excluded from Return Right
In accordance with industry standards and hygiene regulations, the following products are not subject to the right of return:
- Personal hygiene products and opened cosmetics
- Perishable food items and products with expiry dates
- Digital products already downloaded or activated
- Customized items or products made to customer specifications
- Clearance or final sale products
- Gift cards and promotional vouchers
- Services already rendered or initiated with customer consent
- Newspapers, magazines, and periodical publications
- Sealed goods that cannot be returned for hygienic or health protection reasons
4. Procedure to Request a Return
To initiate the return process, follow these steps:
Step 1: Initial Contact
Contact us through:
- Email: hello (at) yukapa.icu
- Phone: +92 51 284 7359
- WhatsApp: +92 51 284 7359
Step 2: Required Information
- Order number or purchase receipt
- Complete contact details
- Description of the reason for return
- Product photos (if applicable)
Step 3: Evaluation and Response
We will evaluate your request and respond within 2 business days with instructions to proceed.
5. Shipping and Return Costs
Standard returns (change of mind):
- Return shipping costs are borne by the customer
- We will refund the product value, excluding original shipping charges
Defective products or order errors:
- We cover all shipping and return costs
- Full refund including original shipping charges
6. Refund Methods
Refunds will be processed through:
- Credit/Debit Card: Credit to the same payment method (5-10 business days)
- Bank Transfer: To the account indicated by the customer (3-5 business days)
- Cash: At our offices, by appointment
- Store Credit: For future purchases (valid for 12 months)
7. Product Warranty
In accordance with the Sale of Goods Act, 1930, all our products are covered by:
- Fitness for Purpose: Products must be fit for the purpose for which they are intended
- Merchantable Quality: Products must be of merchantable quality and free from defects
- Description Accuracy: Products must correspond to their description
8. Defective or Non-Conforming Products
If you receive a defective or non-conforming product:
- Contact us immediately
- Keep the product in its original condition
- Take photos as evidence
- We will offer repair, replacement, or refund according to your preference
9. Exchanges
We accept exchanges for:
- Wrong sizes (clothing and footwear)
- Different colors than desired
- Similar models of equal or greater value
Conditions: Same time period as returns and product in perfect condition.
10. Force Majeure
In case of force majeure events that prevent compliance with this policy, we will communicate promptly to establish new deadlines and conditions.
11. Dispute Resolution
If you are not satisfied with our service, you can:
- Contact our customer service department
- Seek mediation through authorized consumer forums
- File a complaint with relevant consumer protection authorities
- Take appropriate legal action under Pakistani law
12. Modifications to this Policy
We reserve the right to modify this policy. Modifications will be published on our website and will take effect immediately. Purchases made before modifications will be governed by the policy in effect at the time of the transaction.
13. Contact
For inquiries about returns and refunds:
- Email: hello (at) yukapa.icu
- Phone: +92 51 284 7359
- Address: House 47, Street 12, F-7/2, Islamabad, Pakistan
- Service Hours: Monday-Friday 09:00-18:00