Return & Refund Policy

When you can return an item

The 7 days start on the date the order is marked Delivered. After that, faults are handled under our Warranty Policy.

Unboxing video for wrong or damaged items

Every return for a wrong item or an item that arrived damaged must include an unboxing video. The return form won't submit without one.

• Record one continuous video, with no cuts or edits, starting before the parcel is opened.
• It must show the courier label with your name or order number, and the sealed ZippKart box and tape before opening.
• Then show the box being opened and the item inside. For a phone, show its model and the IMEI on the box or on the phone (dial *#06#).
• Upload it on the return form (MP4, MOV or WebM, up to 50 MB). If it's bigger, paste a Google Drive or unlisted YouTube link instead.
• Keep the original video until your return is complete.

Condition of the item

• Return the item with its original box, accessories, charger, cable, manuals, free gifts and invoice.
• A phone must have the same IMEI as the one we sent.
• Remove your Google account, iCloud / Find My, screen lock and any other account lock before sending a phone back. We can't accept a phone that is still locked to an account.
• The item must have no new physical damage, liquid damage, missing parts, or repairs by anyone else.
• Repair parts (screens, batteries, back glass and other spare parts) can only be returned if they have not been installed, and their protective film and labels are intact. If a part arrives faulty, tell us within 48 hours of delivery and before installing it.
• Used phones can be returned for the reasons above. They cannot be returned for normal signs of use that were shown or described on the product page.

Items that can't be returned

• Items damaged after delivery by drops, liquid, misuse or a repair attempt.
• Repair parts that have been installed, soldered or had their protective film removed.
• Opened change-of-mind items (screen protectors, cases and earbuds included), for hygiene and resale reasons.
• A non-PTA phone returned only because it is not PTA-approved, when the product page showed it as non-PTA.

How to request a return

1. Sign in and open My Orders, then the order.
2. Press Start Return Request. Choose the items, the reason and whether you want a refund, a replacement or store credit. Attach your unboxing video if the item is wrong or damaged, and add any details.
3. We review the request within 2 working days and reply by email and in your account notifications.
4. If it's approved, we arrange a pickup or tell you where to send the item. Pack it securely in its original box.
5. We inspect the item when it arrives. You can follow each step (Approved, In transit, Received, Refunded) on your order page.

You can also start a return through Live Chat, WhatsApp or support@zippkart.com.

Refunds

• Refunds are made within 3–7 working days after the item reaches us and passes inspection.
• Online payments are refunded to the same account or service you paid from.
• Cash on Delivery orders are refunded to a bank, Raast, Easypaisa or JazzCash account in your name. We'll ask you for the details.
• For faulty, damaged or wrong items, the full amount you paid is refunded, delivery fee included.
• For change-of-mind returns, the original delivery fee is not refunded.
• If you used a coupon, the refund is the amount you actually paid.
• Store credit is added to your ZippKart account and can be used on a future order.

Replacements

We send a replacement of the same model, colour and specification once the returned item passes inspection. If it's out of stock, we offer you a refund or store credit instead.

If a request is rejected

We'll tell you why. If the item has already reached us, we send it back to you at no cost.