Last updated: 24 September 2026
This Refund Policy explains when and how KAEL issues refunds. It should be read together with our Return Policy, which sets out which products are eligible for return.
1. When a refund is issued
Refunds are issued only in these cases:
- Approved return of a sealed, unused product that has been received and inspected by us in line with our Return Policy.
- Damaged, leaking or incorrect item where a replacement or exchange of equal value is not available.
- Order cancelled by KAEL, for example because of a stock or pricing error, or because we could not verify the order.
- Order cancelled by you before dispatch (see section 4).
For damaged or incorrect items, our first remedy is a replacement. A refund is offered only where a replacement or exchange is not possible.
2. What is refunded
- The price you paid for the eligible product(s), less any discount applied.
- Original shipping charges are refunded only if the order was damaged, incorrect, or cancelled by KAEL. They are not refunded for returns of sealed, unused products.
- Return shipping costs paid by you are not refunded, except for damaged or incorrect items where we have approved reimbursement in writing.
- Any bank, wallet or payment-gateway charges deducted by third parties are non-refundable.
3. How and when you will be refunded
- Online payments (card, bank transfer, JazzCash, Easypaisa or similar) are refunded to the original payment method.
- Cash on Delivery orders are refunded by bank transfer or mobile wallet to an account in the name of the customer who placed the order. We will ask for these details in writing.
- Refunds are processed within 7 to 10 working days after the returned product has been received and approved, or after cancellation is confirmed. Your bank or wallet provider may take additional time to show the amount.
- At our discretion, and with your agreement, we may offer store credit instead of a refund.
4. Cancellations
- You may cancel your order free of charge before it has been dispatched by contacting us on WhatsApp or email with your order number.
- Once an order has been handed to the courier it can no longer be cancelled. It may only be returned if it meets our Return Policy.
- KAEL may cancel any order at any time before dispatch, including where there is a pricing or stock error, suspected fraud, or we cannot confirm the order with you. If you have already paid, you will receive a full refund.
5. Non-refundable items
Items listed as non-returnable in our Return Policy are also non-refundable. This includes opened or used products, change-of-mind after the seal is broken, samples, discovery sets, sale items and gift cards.
6. Your statutory rights
Nothing in this policy limits any rights you may have under applicable consumer protection law in Pakistan that cannot be excluded by agreement.
7. Contact
WhatsApp: +92 308 2344449
Email: hello@gokael.com