✦ Return & Refund Policy

This Return & Refund Policy explains how returns, refunds, and damaged-item claims are handled on taaray. Because taaray is a marketplace, every order involves three parties: the buyer, the seller who fulfils the order, and our courier partner who handles delivery. This policy sets out what is expected of buyers, what is expected of sellers, and how we determine responsibility when something goes wrong.

How Returns Work

When a buyer reports a problem with an order, the seller is given 24 hours to resolve it with them. If both parties are unable to resolve the issue, taaray steps in. We review the evidence submitted and determine whether the issue is valid, and whether it was caused by the seller's packaging, or by rough handling in transit with our courier partner. If the seller is at fault, the buyer is refunded or given a replacement according to their specifications, and the cost is recovered from the seller's payout. If the courier is at fault, the buyer is refunded by taaray and we file a claim directly with the courier on the seller's behalf. In either case, the buyer is not left waiting for that investigation to conclude before receiving a resolution.

For Buyers

Reporting a Problem

If your order arrives damaged, incorrect, incomplete, or not as described, you must report it within 48 hours of the delivery date. To help us assess your claim quickly, please include clear photos showing the outer shipping package with the label visible, the inner packaging, and the item itself. Claims submitted without this evidence, or after the reporting window has closed, may not be eligible for a refund.

Eligible Return Reasons

You are entitled to a return or refund if your order falls into one of the following categories:

• Damaged or defective: the item arrives physically damaged, broken, or non-functional.
• Incorrect item: you receive the wrong size, colour, or model, or the item is not authentic.
• Incomplete order: the order is missing components, accessories, or promised free gifts.
• Misrepresented item: the item does not match the pictures or description on the seller's storefront.

Refund Process

Once your claim is verified against one of the reasons above, you will receive a full refund or replacement according to your specifications. We aim to resolve verified claims promptly rather than making you wait for the outcome of any related investigation with the seller or courier, which is handled separately in the background.

For Sellers

Packaging Requirements

As the seller, you are responsible for packing your items so they can survive normal courier handling. It is your responsibility to ensure that you meet the requirements and industry standards for sufficient packaging to prevent damage during transit. In case of damaged goods due to insufficient packaging or failure to follow these guidelines, you are responsible for refund of goods.

Leopards Courier Shipping Rules

Delivery and shipping costs are borne by the buyer. To ensure smooth shipping and avoid unexpected charges, all sellers must follow these Leopards-specific requirements:

Determining Responsibility

When a buyer reports damage, we review the evidence to determine what most likely caused it, and decide accordingly.

Consequences of Seller Fault

If an issue is found to be caused by insufficient packaging, an incorrect item, an incomplete order, or a listing that misrepresents the product, the buyer receives a full refund and the equivalent amount is deducted from your next payout. Repeated seller-fault claims may affect your standing on the platform.

Courier Claims

When a claim is attributed to the courier rather than to packaging, taaray files the claim on your behalf using the delivery evidence and invoice; you do not need to contact the courier directly.

Changes

We may update this Return & Refund Policy from time to time to reflect changes to our practices or for other operational, legal, or regulatory reasons.

Contact

If you have questions about a return, a refund, or this policy, please contact us by e-mail at help@taaray.pk.