Return and Refund Policy
Last updated: October 18, 2026
How to request a return, receive a Wallet refund or replacement, and use an included product warranty.
Return eligibility
The item policy saved when you purchase states whether returns are offered, the request window after delivery and the resolution: a refund to Rozare Wallet or a replacement. A product policy can override the store default. Submit within that item’s saved window after the relevant seller’s portion is delivered. Select only the purchased items and quantities involved. Units already refunded or used by another active claim cannot be claimed twice. These rules do not remove rights under applicable law for faulty, misdescribed or undelivered goods.
Requesting a return and seller review
Open My Orders → Order Details → Request Return. Select the eligible items and quantities, explain the problem and attach 1 to 6 relevant photos. Both refund and replacement requests require photos. The seller reviews the request before collection or return shipment and approves it or rejects it with a written reason visible to you. Do not dispatch before approval. If rejected, review the reason; you may submit a corrected request while the original return window and quantity eligibility remain open. Contact support if you disagree or the request option is unavailable.
After a return is approved
Follow the recorded pickup or shipping instructions. The case tracks collection, transit, seller receipt and inspection. Approval establishes the resolution before the item is returned; the normal workflow does not allow the seller to reject an already approved return at receipt. Any issue with an approved case should be referred to support. A request or approval alone is not proof that a refund has completed or a replacement has been delivered. Follow the case status until the approved resolution is completed.
Refund amount and destination
For an approved post-delivery money refund, the eligible amount is credited to your Rozare Wallet in the saved order currency, not automatically to your original card or bank account. The calculation uses the original paid item amounts and applicable discount, tax and shipping allocations, less prior refunds; it does not use today’s product price. Standard approved product-return refunds have no buyer processing deduction. Online-order returns use funds held from the original Safepay or Wallet order. COD returns require verified funding from seller earnings or a Safepay payment. We do not credit an unfunded or failed payment as a completed refund. Wallet credits can be spent on Rozare; they are not automatically transferable to a bank account. Contact support if applicable law entitles you to a different remedy.
Replacement returns
Where the purchased policy offers replacement, submit the same photo-supported return request. After approval and any required collection and inspection, the seller records and ships the replacement. Follow its shipment details in the case and confirm receipt only after it arrives. An approved replacement does not require another product checkout and does not also create a money refund. Receiving a replacement does not restart the original warranty period. Contact support if the seller cannot complete the approved replacement.
Warranty eligibility and claims
A warranty is available only when it was included in the item policy saved with your purchase. Its saved duration starts from delivery of that seller’s items; a later policy change does not shorten it. Open the delivered order and choose Claim Warranty for the eligible product. Select the affected purchased quantity, explain the fault and attach 1 to 6 relevant photos before the saved deadline. The seller reviews the claim in Orders → Warranty and approves it or rejects it with a written reason. Before approving, the seller declares the resolution: a Wallet refund or a replacement, so you can see what is planned. Follow the approved collection, inspection and refund or replacement steps in the case.
Rejected warranty claims and appeals
You can appeal a rejected warranty claim that was originally submitted on time, even if the warranty expires while that original claim is being reviewed. Use Appeal on the original claim, explain your response and attach the required photos. This is a review of the original claim, not a new warranty period. A new claim first submitted after the saved deadline is not eligible through the normal warranty flow. Replacements and appeals do not restart the warranty clock. No unit can receive duplicate refund or claim benefits; contact support if you disagree with a decision.
Warranty refunds and seller funds
A warranty claim alone does not reserve or hold seller earnings and does not create another Payments or Analytics balance. If a Wallet refund is approved after the required return and inspection, the seller funds it from eligible available earnings or a verified Safepay payment. The refund is calculated from the original paid purchase and remaining refundable allocation, not the current listing price. A replacement resolution does not create a money refund or another buyer payment. The refund must be verified as funded and completed before it is shown as a Wallet credit.
Before-shipment cancellations
Cancellation is separate from a post-delivery return or warranty claim. A Wallet-paid or Raast-paid cancellation receives a full Rozare Wallet refund without a buyer processing deduction. The normal Raast cancellation flow is Wallet-only; it does not provide a refund to the original bank account. A card-paid cancellation offers a full Wallet refund or an original-card refund less the displayed processing deduction. For new orders, the original-card deduction is 6.2% of the paid checkout total plus PKR30 once per checkout, allocated proportionally between sellers and converted using saved checkout rates. See the Cancellation Policy before confirming a card refund. Existing purchases retain their saved terms.
Payment errors, bank disputes and duplicate benefits
If a Safepay payment cannot be applied to its intended purchase, Rozare checks the provider outcome and uses the applicable original-payment refund or review process. A closed checkout or cancelled order alone does not prove a refund was issued. A bank dispute or reversal is separate from the product return window and does not automatically create an additional Wallet refund. Report duplicate, incorrect or unauthorised charges to support with the payment reference. Do not claim or retain duplicate benefits for the same refunded units. We reconcile verified provider and Wallet records to prevent double refunds.
Refund processing times
We initiate an approved refund within 3 business days after approval and any required return inspection. A Wallet credit appears once its funding and completion are verified. An original-card refund may take additional time to appear because Safepay and the card-issuing bank process it separately. If funding or provider checks delay completion, we explain the reason and next update. Check the recorded refund status and contact support if the timeframe given for your case has passed. Business days exclude weekends and public holidays in Pakistan.
Subscriptions, Wallet top-ups and services
Cancelling a subscription stops future renewal according to its billing terms; it does not automatically refund a used period. Wallet top-ups are credits for spending on Rozare, not bank deposits or seller withdrawal balances. Contact support about mistaken, duplicate or unauthorised top-ups or service charges. Eligibility depends on the transaction and applicable law; there is no unconditional refund or automatic bank withdrawal of buyer Wallet credits.
Getting help with a case
Contact support@rozare.com or +92 320 1166402 with the order and return or warranty reference, the decision date and relevant evidence. We review the case, funding and provider status. We acknowledge complaints within 2 business days and aim to resolve them within 7 business days. If an investigation takes longer, we explain the reason and next update. Business days are Monday to Friday, excluding public holidays in Pakistan. Seller policies and the standard Wallet process do not remove mandatory consumer rights.