Return & Refund Policy

1. Return Eligibility

Return eligibility depends on the item type, its condition upon delivery, and the reason for the request. We may review requests for incorrect, damaged, or defective items, subject to verification.

• The item should remain unused and in its original condition where return is requested.
• The issue should be reported within a reasonable notice period after delivery.
• Items returned without approval may not be accepted.

2. Non-Returnable Items

Certain items may not be eligible for return because of their nature, usage sensitivity, packaging, customization, or seasonal production.

• Used, damaged, or altered items after delivery
• Customized or specially prepared orders
• Bulk, event, festival, or made-to-order items unless there is a confirmed issue
• Products that are fragile by nature and damaged after customer handling

3. Damaged or Incorrect Orders

If you receive a damaged item, incomplete order, or a product that does not match your confirmed order, please contact us as soon as possible so we can review the issue.

• Share your order number, issue details, and photos if available.
• Keep original packaging until the issue is reviewed.
• We may offer replacement, adjustment, store credit, or refund depending on the case.

4. Return Request Review

Each return or refund request is reviewed individually. Approval may depend on product condition, order type, proof provided, shipping status, and whether the issue was caused during production, packing, or delivery.

• KiteShop.pk may request additional information before making a decision.
• Return shipping instructions may be shared only after approval.
• Unverified or unsupported claims may be declined.

5. Replacement Policy

In cases where a return is approved, we may offer a replacement instead of a refund when stock is available and replacement is practical.

• Replacement timing depends on stock and shipping location.
• If the same item is unavailable, a similar option or refund review may be considered.
• Bulk or seasonal products may require separate replacement handling.

6. Refund Policy

Refunds, where approved, are processed according to the original payment method where possible, or through another agreed method if needed.

• Approved refunds may take a reasonable business period to process.
• Gateway, bank, or wallet timing may vary.
• Shipping fees may or may not be refundable depending on the reason and approval outcome.

11. How to Request Help

If you need to report a damaged item, incorrect product, missing item, or return request, please contact us with your order number, name, contact details, and a brief explanation of the issue. Supporting images are highly recommended where possible.