Refund and Return Policy

Effective Date: December 20, 2024

Welcome to Spiice Bazaar, Pakistan’s trusted online grocery store. We take great pride in providing high-quality grocery products, household goods, and local specialties right to your door. Customer satisfaction is our priority, and we strive to offer a seamless shopping experience. However, we understand that, on occasion, issues may arise with your order, and we want to ensure that you have a smooth process for returning products and obtaining refunds. This Refund and Return Policy outlines the steps and conditions for returning items and receiving refunds, ensuring transparency and customer satisfaction.

1. Introduction to the Refund and Return Policy

At Spiice Bazaar, we aim to provide our customers with the highest standard of service. However, we understand that there might be instances where the product you receive is damaged, incorrect, or does not meet your expectations. If you encounter such issues, we want to make sure that you have a clear, easy, and hassle-free process for returning the item and obtaining a refund.

This Refund and Return Policy applies to all purchases made on the Spiice Bazaar website, and it is essential to read and understand the terms outlined here to ensure you are fully aware of the process.

2. Eligibility for Returns and Refunds

We want to make sure you’re satisfied with every purchase, but there are certain circumstances where we can offer returns and refunds. To be eligible for a return, the following conditions must be met:

Unused and Unopened Products: Items must be unused, unopened, and in their original packaging. Products must be returned in the condition in which they were received.
Timeframe: Return requests must be made within 48 hours of receiving your order. We cannot process return requests after this period.
Product Condition: Products returned must be in saleable condition, with all tags, labels, and original packaging intact. Any item that has been opened or used (except for damaged or incorrect products) will not be accepted for return.
Non-returnable Items: Certain products cannot be returned under the Refund and Return Policy, including:
- Perishable goods like fruits, vegetables, dairy products, meats, etc.
- Customized or personalized products.
- Items marked as final sale.

3. How to Initiate a Return: Step-by-Step Guide

If you believe your order qualifies for a return based on our Refund and Return Policy, please follow these steps:

Contact Us: Reach out to our customer support team as soon as possible, and no later than 48 hours after receiving your order. You can contact us via:
- Email: spiicebazaar@gmail.com
- Phone: +92-328-2087269
- Online Form: Use the “Contact Us” section on the website to submit your return request.
Provide Order Details: When contacting us, please include:
- Your order number.
- The name of the product you wish to return.
- A detailed description of the issue (e.g., incorrect, damaged, or defective product).
- Attach a photo of the product, packaging, and any damage if applicable.
Approval and Instructions: After we receive your request, we will review your case. If it meets the eligibility criteria outlined in our Refund and Return Policy, we will approve the return. You will then receive further instructions on how to return the product.
Return Confirmation: If your request is approved, we will send you a return confirmation and provide instructions on how to return the item, including any required forms or labels. We will also inform you whether you need to cover the return shipping costs.

4. Conditions for Refund Processing

Once your return request is approved and the item is returned, we will process your refund as follows:

Refund Method: The refund will be issued to the original payment method used during your purchase. If you paid via credit card, debit card, bank transfer, or a digital wallet, the refund will be processed back to the same account.
Refund Timeframe: Refunds are typically processed within 7 to 10 business days after we receive the returned product. Please note that it may take additional time for the refund to appear in your account, depending on your payment provider.
Refund Amount: If your return is approved under the Refund and Return Policy, we will refund the full amount paid for the product, excluding any shipping or handling fees (unless the return is due to an error on our part, such as damaged or incorrect items).
Partial Refund: If the product is returned in damaged condition or shows signs of use, we reserve the right to issue a partial refund based on the condition of the returned item.

5. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, we apologize for the inconvenience. We take great care to ensure that our products are in perfect condition when shipped, but mistakes do occasionally happen.

If you receive a product that is damaged or not what you ordered, you are eligible for a full refund or exchange. Here’s how you can proceed:

Notify Us Immediately: Contact Spiice Bazaar within 48 hours of receiving the product. Provide the following:
- Your order number.
- A description of the issue (e.g., item damaged, incorrect item, etc.).
- Clear photos of the damaged or incorrect product.
Return Process: In cases of damaged or incorrect items, Spiice Bazaar will cover the cost of return shipping. Once we receive the item and confirm the damage or error, we will issue a full refund or send a replacement item at no extra charge.

6. Return Shipping Costs

Unless the product is damaged, defective, or incorrect, the customer is responsible for the cost of return shipping. In cases where Spiice Bazaar is at fault (e.g., sending the wrong product or a damaged item), we will cover the cost of return shipping.

When returning a product, please make sure to ship it using a reliable courier service that provides tracking. We recommend keeping the tracking information and receipt for your records, as it may be required in the event of a dispute.

7. Non-Returnable and Non-Refundable Items

In accordance with our Refund and Return Policy, certain items are non-returnable and non-refundable unless they are defective, damaged, or incorrect. These items include:

Perishable goods like fresh produce, dairy, meats, and frozen foods.
Custom or personalized products that are made specifically for you.
Opened or used products that cannot be resold.
Items marked as final sale.

We encourage you to carefully review your order before purchase to ensure that you are happy with the items selected.

8. Exchanges

Spiice Bazaar does not directly offer exchanges for products. However, if you receive a defective or incorrect item, you may return it in accordance with our Refund and Return Policy, and you can place a new order for the correct product.

Please note that when a product is returned and refunded, you must place a new order for any replacement items. The return process for the original item must still be followed.

9. Cancellations

If you wish to cancel an order, please contact our customer support team as soon as possible. We will attempt to cancel your order if it has not been processed or shipped. If the item has already been shipped, it cannot be canceled. In that case, you will need to follow our return process once the item has been delivered.

If the cancellation is successful, a full refund will be issued to your original payment method.

10. Customer Support for Returns and Refunds

If you have any questions or need assistance with returns, refunds, or exchanges, our dedicated customer support team is here to help. Please reach out to us via:

Email: spiicebazaar@gmail.com
Phone: +92-328-2087269
Address: Karachi, Pakistan
Operating Hours: Monday to Saturday, 9:00 AM – 9:00 PM (Pakistan Standard Time)

Our team will guide you through the return process and assist you with any concerns you may have. We are committed to providing you with the best customer service and ensuring your satisfaction with your Spiice Bazaar shopping experience.

11. Refunds for Subscription-Based Products

If you are subscribed to any products or services through Spiice Bazaar, you are eligible for a refund based on the Refund and Return Policy. If you wish to cancel a subscription, please contact us before the next billing cycle to ensure that your subscription is not renewed. If you cancel before the renewal date, we will issue a refund for the unused portion of the subscription.

12. Changes to the Refund and Return Policy

We reserve the right to update or amend this Refund and Return Policy at any time. Any changes will be posted on our website with an updated effective date. Please check this page regularly to stay informed of any updates to our policy.

Changes may be made to accommodate new laws, services, or adjustments to our operations. Your continued use of our services after any changes indicate your acceptance of the updated Refund and Return Policy.

13. Legal Compliance and Governing Law

This Refund and Return Policy is governed by the laws of Pakistan. If any dispute arises concerning returns, refunds, or exchanges, it will be resolved in accordance with Pakistan’s consumer protection laws. All legal matters will be handled in the appropriate courts within Pakistan.

By shopping with Spiice Bazaar, you acknowledge and accept this Refund and Return Policy.