Return & Refunds Policy

1. When Can I Request a Refund?

Customers can contact Shuttlezone to request a refund when there is a legitimate problem with an order. Examples include:

• Product arrived defective
• Product arrived damaged
• Incorrect product was delivered
• Product was significantly different from its listed description
• Parcel was mismanaged during delivery
• Other significant problems with the delivered order

Refund requests are reviewed based on the circumstances of the order.

2. Contact Us as Soon as Possible

If you receive a damaged, defective or incorrect product, contact Shuttlezone as soon as you identify the problem — within 24 hours of delivery. When contacting us, provide:

• Order number
• Customer name
• Phone number
• Product name
• Description of the problem
• Photographs of the product
• Photographs of the packaging where relevant
• Video evidence where appropriate

Providing this information helps us investigate the issue with the relevant seller.

3. How Refund Requests Work

Shuttlezone operates as a marketplace rather than the direct seller of every product. When a customer reports a problem, Shuttlezone may contact the relevant seller and review the order details. Depending on the circumstances, we may request evidence such as photographs or videos before determining the appropriate resolution.

Where Shuttlezone is holding the customer's payment, the payment can remain held while the issue is being reviewed.

4. Advance Payments

Some sellers require customers to make payment before the parcel is dispatched. Where Shuttlezone collects and holds such payment, the payment is held until the parcel reaches the customer. If the customer reports a legitimate issue with the product or delivery, the payment may remain on hold while the matter is reviewed. Once the order has been successfully delivered without a reported issue, the payment is released to the relevant seller.

5. Product Authenticity

Shuttlezone may list both original products and master-copy products. Customers must carefully read the product title and description before placing an order. A customer should not assume that every product listed on Shuttlezone is an original branded product. If you require an original product, carefully review the listing and contact Shuttlezone before ordering if the listing does not make the product type clear.

6. Change-of-Mind Returns

Change-of-mind returns are not allowed on Shuttlezone. Returns or refunds are not automatically guaranteed simply because a customer changes their mind after purchasing a product. Return eligibility can depend on product type, seller policy, product condition and the circumstances of the order, but in all cases refunds are only considered for legitimate issues reported within 24 hours of delivery.

Customers should contact Shuttlezone before returning any product. Do not send a product back to a seller without receiving return instructions.

7. Products Damaged During Delivery

If a product appears damaged when received, contact Shuttlezone as soon as possible. Keep the product, original packaging, shipping label and courier documentation. Take photographs or videos showing the damage before disposing of any packaging. This information may be required to investigate the delivery issue with the seller or courier.

8. Incorrect Product

If you receive a product different from what you ordered, contact Shuttlezone with your order number and photographs of the product received. We will coordinate with the relevant seller to determine the appropriate resolution.

9. Refund Method

Where a refund is approved, it is processed within 3–5 business days. The refund method and timing depend on how the original payment was processed and the circumstances of the order:

• COD orders (paid cash to the courier) are refunded via online transfer — for example a bank transfer or a JazzCash/EasyPaisa mobile wallet transfer.
• Prepaid orders are refunded via the method used for the original payment where applicable.
• Shuttlezone may require additional information from the customer before processing a refund.

10. Return Shipping

If the product is defective or wrong, the seller pays the return shipping. If the customer is at fault or simply changes their mind, the customer pays the return shipping (note that change-of-mind returns are not allowed on Shuttlezone). Delivery charges are generally paid by the customer and are separate from the product price; whether delivery charges can be refunded depends on the reason for the return or refund.

11. Before You Order

Because Shuttlezone is a multi-seller marketplace, customers should carefully review the product description, product specifications, product condition, original/master-copy status where stated, seller information, delivery charges, payment requirements and applicable seller terms. If anything is unclear, contact Shuttlezone before placing the order.