RETURN & REFUND POLICY

1. Inspect at Delivery (Open-Box Check and making Video clip)

We strongly encourage open parcel checking at the time of delivery, wherever the courier service allows it.

• Check that the item matches what you ordered (correct product, size, color, quantity).
• Inspect for visible damage before paying for the parcel.
• If something is wrong, do not accept the parcel — refuse it at the doorstep and inform us immediately via WhatsApp with a video proof. This is the fastest way to resolve an issue and avoids any back-and-forth later.

2. Return Window

• You may request a return or exchange within 3 days of delivery.
• The product must be unused, unwashed, and in its original packaging with tags/labels intact.
• Items marked as "Sale/Discount offers," innerwear, cosmetics, or perishable items are not eligible for return once delivered, for hygiene reasons.

3. Exchange First, Refund Second

In line with how most Pakistani customers prefer to shop, our default resolution is an exchange or store credit, not a cash refund:

We understand cash refunds can be slow and complicated through Pakistani banking and courier systems — that's why we prioritize exchanges and store credit, which we can process almost immediately, over refunds, which take longer.

4. Refund Method & Timeline

If a cash refund is approved (e.g., our error, item unavailable for exchange):

• Cash on Delivery (COD) orders: Refunded via JazzCash, Easypaisa, or direct bank transfer — we'll request your account/wallet details once approved.
• Processing time: 5–10 working days after the returned item passes inspection at our end.

Note: We do not process refunds until the returned product is received and checked — this protects both sides from misuse.

5. Who Pays Return Shipping?

• Our mistake (wrong/damaged/defective item): Sasta Buys covers full return shipping cost.
• Customer preference (wrong size, changed mind): Customer covers return shipping via any courier to our return address.

6. How to Request a Return/Exchange

1. Message us on WhatsApp with your order number and a clear video clip proof of the issue.
2. Our team responds within 24 hours with approval and next steps.
3. Pack the item securely in its original packaging.
4. Ship it to our return address (shared after approval) or hand it to our pickup rider available in your city.
5. Once received and inspected, we process your exchange, store credit, or refund per the table above.

7. Cash on Delivery (COD) Orders

Since most of our orders are COD, please note:

• Refusing a parcel at the door for a valid reason (wrong item, damage) does not count against you — this is the easiest way to resolve an issue and there is no penalty.
• Please avoid refusing a COD parcel without valid reason (e.g., simply changed your mind after ordering) — repeated refusals across orders may result in COD being disabled for your account, with future orders requiring advance payment.

8. Our Commitment to You

We know online shopping in Pakistan comes with trust concerns — fake products, no response after sale, disappearing sellers. Sasta Buys is built to be different:

• Real WhatsApp support, not a bot that goes silent.
• Genuine product photos, not stock images that don't match what arrives.
• Fair resolution — if we made a mistake, we own it and fix it at our cost, not yours.