Refund & Return Policy for Shani Mart

Effective Date: September 03, 2026

At Shani Mart (accessible via shanimart.pk and our mobile application), customer satisfaction is our top priority. This Refund & Return Policy outlines the terms and conditions under which refunds, returns, or replacements are processed for Grocery, Pharmacy, Food, Local Shops, and Parcel delivery services in Muridke.

1. Order Cancellation Policy

Before Dispatch: Customers can cancel their order free of charge before the vendor accepts the order or before a delivery rider is assigned.

After Dispatch: If an order is canceled after the rider has been dispatched or food/fresh items are already prepared, cancellation charges or non-refundability may apply.

2. Eligibility for Refund & Returns

You may be eligible for a refund, replacement, or store credit if you experience any of the following issues upon receiving your order:

Damaged or Expired Items: Delivered goods are damaged, spoiled, expired, or unsealed upon arrival.

Missing or Incorrect Items: The delivered parcel or order is incomplete or contains wrong items compared to your invoice.

Non-Delivery: The order was paid for online but failed to deliver due to technical or logistical reasons attributable to Shani Mart.

3. Module-Specific Refund Rules

Grocery & Local Shops: Claims for missing or damaged groceries/goods must be reported within 2 hours of delivery with clear photo/video proof.

Food & Restaurants: Due to the perishable nature of hot meals, complaints regarding wrong or spoiled food must be reported immediately upon delivery (within 30 minutes).

Pharmacy: Prescription medicines and unsealed hygiene/medical products cannot be returned or refunded once delivered, unless the wrong medicine was supplied by the vendor.

Parcel Service: Delivery fees for completed parcel movements are non-refundable. Refunds for lost or damaged parcels are subject to investigation based on parcel declarations and recipient confirmation.

4. Refund Processing & Timeline

Verification: Once a refund request is submitted, our support team will verify the claim with the respective vendor and delivery rider within 24–48 hours.

Payment Reversal: Approved refunds for online transactions will be credited back to your original payment method (wallet) within 5–7 business days. For Cash on Delivery (COD) orders, refunds will be provided as Shani Mart app wallet credit.

5. Contact Us for Refund Claims

To request a refund or raise a delivery issue, please contact our support team with your Order ID and photo evidence:

Email: support@shanimart.pk

Website: https://shanimart.pk