Return & Refund Policy

Effective Date: July 2, 2026
Last Updated: July 2, 2026

At Bisma Shopping Mall, customer satisfaction is important to us. If you receive an incorrect, damaged, defective, or expired product, we are committed to resolving the issue as quickly and fairly as possible.

Please read this Return & Refund Policy carefully before placing an order.

1. Return Eligibility

Customers may request a return within 7 days of receiving their order, provided the item meets the conditions outlined in this policy.

To be eligible for a return, the product must:

  • Be in its original condition.
  • Be unused unless the item was received damaged or defective.
  • Be returned with its original packaging, labels, accessories, and documentation (where applicable).
  • Be accompanied by proof of purchase, such as the order number or invoice.

Returns requested after the applicable return period may not be accepted.

2. Eligible Reasons for Returns

A return request may be approved if:

  • You received the wrong product.
  • The product arrived damaged during delivery.
  • The product is defective or not functioning as intended.
  • The product was expired at the time of delivery.
  • Items were missing from your order.
  • The quantity delivered differs from your confirmed order.

Each return request is reviewed individually to ensure a fair resolution.

3. Non-Returnable Items

For health, hygiene, and safety reasons, certain products cannot be returned or refunded unless they were delivered incorrectly, damaged, defective, or expired.

These include, but are not limited to:

  • Fresh fruits and vegetables
  • Meat, poultry, seafood, and other perishable food items
  • Frozen products
  • Dairy products
  • Opened or used cosmetics
  • Opened or used personal care products
  • Products damaged due to customer misuse
  • Products without original packaging where packaging is essential
  • Gift cards or digital products (if offered in the future)

4. Cosmetics and Personal Care Products

Cosmetics and personal care products may only be returned if:

  • The wrong product was delivered.
  • The item was damaged during delivery.
  • The product was defective.
  • The product was expired upon delivery.

Opened, used, or tampered cosmetic and personal care products cannot be returned due to hygiene and safety regulations.

5. Clothing Returns and Exchanges

Clothing items may be returned or exchanged within 7 days provided that:

  • The item has not been worn.
  • It has not been washed or altered.
  • Original tags and labels remain attached.
  • The product is returned in its original condition.

Returns may not be accepted for clothing showing signs of wear, washing, damage, or misuse.

6. Electronics

Electronic products may be returned if:

  • They arrive damaged.
  • They are defective upon delivery.
  • An incorrect item was supplied.

Products damaged due to improper installation, misuse, accidental damage, unauthorized repairs, or normal wear and tear are not eligible for return.

Some electronics may also be covered by the manufacturer’s warranty where applicable.

7. Proof Required

To help us process your request efficiently, we may ask you to provide:

  • Your order number or invoice.
  • Clear photographs of the product.
  • Photographs of the packaging.
  • A short video demonstrating the issue (for damaged or defective products where necessary).

Failure to provide sufficient evidence may delay or prevent approval of the return request.

8. Return Process

To request a return:

  1. Contact our customer support within 7 days of receiving your order.
  2. Provide your order number and explain the issue.
  3. Submit any requested photographs or videos.
  4. Our support team will review your request.
  5. If approved, we will provide return or replacement instructions.

Customers should not return products without prior approval from our support team.

9. Return Shipping

If the return is approved because:

  • An incorrect product was delivered,
  • The product arrived damaged,
  • The product is defective,
  • The product was expired,
  • The order was incomplete,

Bisma Shopping Mall will bear the applicable return shipping costs.

If the return is requested for any other reason not covered under this policy, the customer may be responsible for the return shipping charges where applicable.

10. Refunds

Once the returned product has been received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, refunds will be processed using the original payment method whenever possible.

Depending on the payment method used, refunds may be issued through:

  • Debit Card
  • Credit Card
  • EasyPaisa
  • JazzCash
  • Bank Transfer
  • Cash (for eligible Cash on Delivery orders, where appropriate)

Refunds are generally processed within 5 to 7 business days after approval. Processing times may vary depending on your payment provider or financial institution.

11. Exchanges

Eligible products may be exchanged instead of refunded when appropriate.

Exchange requests may be accepted in situations including:

  • Wrong product delivered.
  • Damaged product.
  • Defective product.
  • Wrong clothing size (subject to stock availability).
  • Manufacturing defects.

If the requested replacement product is unavailable, we may offer:

  • A suitable alternative product,
  • Store credit (if applicable), or
  • A full refund.

12. Order Cancellation

Orders may be cancelled before they have been dispatched.

Once an order has been dispatched, cancellation requests may no longer be accepted.

Approved refunds for cancelled prepaid orders will be processed according to this policy.

13. Inspection and Approval

All returned items are subject to inspection by Bisma Shopping Mall before a refund or replacement is approved.

We reserve the right to refuse returns that:

  • Do not meet the eligibility requirements.
  • Show evidence of misuse or damage caused after delivery.
  • Are returned outside the applicable return period.
  • Are incomplete or missing original components where applicable.

14. Fraud Prevention

To protect our customers and business, Bisma Shopping Mall reserves the right to reject fraudulent or abusive return requests.

Repeated misuse of our return policy may result in refusal of future returns, cancellation of orders, or suspension of customer accounts.

15. Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact us.

Bisma Shopping Mall

Address:
Near Pani Wali Tanki
Housing Scheme
Jehanian, Khanewal
Punjab, Pakistan

Email:
support@bismamall.com

Phone:
+92 306 4571000

Website:
https://bismamall.com