RETURNS

What are the conditions to return a product?

Before returning an item, please read through our Return Policy on this page, to make sure your item is eligible for return. If your item meets all the requirements, your return can be initiated by filling the return form available on our website.

How much time do I have to return a product?

Items sold on www.walkeaze.com can be returned within a period of 7 days from delivery date, provided they are eligible for return.
Example: If I received my product on the 3rd, I have until the 10th to contact Customer Service.
Customer Service agents are available at estore@walkeaze.com, from 11:00 am – 7:00 pm, 6 days a Week (Sundays Off).

What are the conditions for returning an item and what is the procedure?

GENERAL MERCHANDISE
What is the reason for my complaint? What are the conditions for returning the item? How long after delivery can I submit my claim and what do I do?

Item is not the one ordered or is not as advertised


• Item must not be used
• Item must include all packaging and accessories(including certificates of authenticity, tags, etc)

7 days to contact Customer Service

Item is defective, or damaged at the time of delivery

• Item must be in original condition
• Item must include all packaging and accessories (including warranty cards, manuals , certificates of authenticity, tags, etc)


What are the products that I cannot return?

The following products cannot be returned:
-Promotional Items

Is my product under warranty?

We do not offer warranty however we provide 6 months After Sale Services in case of misfortune from the date of purchase.
You can drop of the product at any of our outlet; our customer representative at the outlet will provide you with further guidance.

How to request a return?

Contact Customer Service at exchange@walkeaze.com to confirm if your product is eligible for return. We will explain to you the return procedure, and explain you the shipping location for your return.
Please be prepared to give the following pieces of information:
1. Your order number.
2. The reason for the return.
3. Where and when the product is sent by you.

How do I send my product to WalkEaze?

In case you want to get our customer service agents, Customer will bear the charges of the pickup & shipping costs.

Once my product is received by WalkEaze, what are the checks being done?

Once your product is received, your product will be checked by our Quality Check team.
We will make sure that your product meets all the requirements for a return as stated in our policies.

If my returned product is not validated for return, how am I informed?

If your return is invalid, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
Note: We will make 1 attempt to return the product to you. However, after this, we will cancel the return procedure and we will keep the product with us for a maximum of 60 days.

If I return a product of which price changes after purchase, what amount will you offer for exchange?

For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value due to which invoice is required for return.
For example: If you purchased an item on sale for Rs. 1000 and its original value was Rs. 1500, we will refund you Rs. 1000.

CONDITIONS FOR RETURN

You can return a product for a refund, within 2 days for mobile phones and within 7 days for all other items, after receiving your original order, under the following situations:

- You changed your mind or don’t like the item
- Item is not the one ordered or is not as advertised
- Item is defective, damaged at the time of delivery
- Item does not belong to the following categories: Promotional items

Please see below conditions for your return request to be accepted:

- product is still in its original packaging
- product is in its original condition and unused
- product is not damaged
- product label is still attached
- product includes all accessories, tags or free promotional items that came with the purchase

SHIPPING POLICY

You can check your package status online at the member login portal.

DELIVERY TIMEFRAME

When will I receive my order?

Click on the product you want to purchase. Delivery time for every product is mentioned on the top-right side of its page.

How can I track the status of my order?

At any time you can track your order status by login in your account where you can track multiple orders.

How am I informed about the expected delivery of my order?

When the order is shipped, you will receive an email and an SMS with a tracking numberto monitor the delivery status of your package.
At the time your order is confirmed, you will be communicated an estimated delivery time for your items.

SHIPPING FEES

How much will I be charged for shipping?

Karachi

Rs. 150 fee

Lahore, Islamabad, Rawalpindi

Rs. 200 fee

Other Cities

Rs 200 fee


In all cities including Karachi, Lahore, Islamabad we have delivery and pickup services through our delivery affiliate Stallion.

DELIVERY PRACTICES

Reception of the Products

Sealed items or packages cannot be opened unless the payment is made to the Delivery Agent. The Delivery Agent shall not take the item back if the seal has been opened.
If you later find out that there is any issue with the product bought, you can request a return by emailing our Customer Service exchange@walkeaze.com
Please keep in mind that the item's condition has to conform to our Return Policy.

Security

Orders can only be delivered to a private address (e.g. home or work address). Kindly note that we cannot deliver any order to public places, streets, cafes and/or restaurants. If the payment is made with a credit/debit card, the person receiving the order at the delivery address needs to show his or her CNIC to our Delivery Agent.

PAYMENTS

Are the prices on the website negotiable?

No, all prices on the website are final, inclusive of all GST and non-negotiable.

Do I have to pay extra money?

If you have selected COD payment method:

No, you do not have to pay extra money other than the order amount. The order amount is inclusive of all taxes and shipping fees. In case your order is delivered partially you will be required to pay only for the item that has been delivered to you. The order amount will be mentioned on the parcel and the invoice. Please note that we will never ask you to pay extra cash to the rider.

If you have selected Credit / Debit card or any other prepaid payment method:

You are not charged extra for prepaid payment method. However, in the case of credit/debit card payment, you may be charged a cross border fee by your issuing bank as our payment processor is based outside Pakistan. For information on the exact charges please contact your issuing bank.

Is Cash on Delivery available for all orders?

Cash on Delivery is available for most of the items. However, some items which are categorized as bulky or non-returnable are restricted to either partial or full prepayment. You can find more information on the product page of the product.

You will be instructed to deposit 10% of the total order amount in our bank account. Our UBL bank account details are as follows
Title of Account:
Account Number:

Branch code:

- You can make a cash deposit in our account. Please note that emailing us the scanned copy of the deposit slip along with your order number is Mandatory.
- You can perform bank transfers in the same account.

How do I make a secure payment online by credit card?

You can make a payment via credit / debit card by selecting “Credit Card Payment” payment method. Any person who has a VISA or MasterCard can make a payment via this method. You will be redirected to a secure page to enter your card details. Once the payment is accepted, if required, you will receive verification call. Our customer service agent will confirm your card details against the system. If we cannot get in touch with you within three days we will cancel your transaction and order. Once your payment is processed, you will receive an order confirmation via email.
If we suspect that the used card is fraudulent or not yours, we may ask you to verify the authorization code of the transaction or a truncated copy of the card. Once verified, your order will be processed.
WalkEaze has the right to block any transaction it may find fraudulent in anyway. We may take appropriate legal action against customers who use fraudulent cards to make purchase on our website. Cybercrime is a very serious offence in which case your customer details will be shared with the Federal Investigation Agency (FIA).

What currencies do you accept?

We only accept PKR Pakistani Rupee.

Why am I not able to make a payment with card online?

Your card may be declined during an attempt to make online payment because of the following typical reasons

Your card is not registered or activated to support online payments. For more information on how to activate your card for online payment, please contact your issuing bank. The card information that you have entered is incorrect The card information that you have entered is expired.

Reversal of pre-authorized transactions

If your transactions is cancelled by us, the time taken to release the funds back into your account is dependent on your issuing bank’s policy. This instruction is sent to the issuing bank immediately, however it may take from 2 to 45 days for the release to take effect. This release is dependent on your issuing bank’s policy. For more information, please contact your issuing bank.

Can I make a payment via installments?

We do not offer payments on installments.

What should I do if my payment fails?

In case of error, you can contact our Customer Service for further assistance.