Refund policy

This policy applies to goods bought from ZZ Marts, the trading name of Zam Zam Traders, whether ordered online or over the counter in Karachi or Lahore.

Returns at a glance

  • You have 7 days from delivery to request a return.
  • The item must be unused, complete, and in its original packaging.
  • Return shipping is paid by the customer.
  • Damaged, incorrect or dead-on-arrival items are put right at our cost.

What can be returned

We accept returns on unused goods in resalable condition, in their original box, with all accessories, manuals, mounting hardware, cables and warranty cards included.

The following cannot be returned once supplied, because they cannot be resold as new:

  • Items that have been installed, wired in, drilled, cut to length or otherwise fitted.
  • Cable and wire cut from a reel to a length you specified.
  • RFID cards, key fobs and tags that have been programmed or enrolled to a controller.
  • Items returned without their original packaging, or with parts missing.

Special-order items brought in specifically for you are non-returnable unless faulty. We will tell you at the time of ordering if an item falls into this category.

How to start a return

  1. Contact us within 7 days of delivery, by phone, WhatsApp or email, quoting your order number.
  2. Tell us what you are returning and why. A photo helps if there is a fault.
  3. We will confirm the return and give you the correct return address for your order.
  4. Pack the item securely, in its original box, and send it to that address.

Please do not send anything back before contacting us. Unannounced returns can be refused, and we cannot take responsibility for parcels we were not expecting.

You can also return an item in person at either shop. Bring the item and your proof of purchase.

Who pays return shipping

The cost of returning an item to us is paid by the customer. This applies to change-of-mind returns, wrong-model selections, and returns where the product turns out not to suit the installation.

Use a trackable courier. Until the parcel reaches us it remains your responsibility, and we cannot refund an item that does not arrive.

The exception is below: if the fault is ours, the cost is ours.

Damaged, incorrect or dead on arrival

If an item arrives damaged, is not what you ordered, or fails on first use, contact us within 48 hours of delivery with photographs. We will arrange collection or reimburse a reasonable return cost, then repair, replace or refund it. You will not be out of pocket on a fault that is ours.

Inspect your delivery before signing where possible, and photograph any visible damage to the outer packaging.

Warranty

Products are covered by the manufacturer's warranty. The length and terms of that warranty vary by brand and by model, and are set by the manufacturer rather than by ZZ Marts.

If you want to know what warranty applies before you buy, ask us and we will tell you what the manufacturer offers on that specific product.

We will help you make a warranty claim on anything bought from us. Keep your invoice, since manufacturers require proof of purchase.

Manufacturer warranties generally do not cover damage from incorrect installation, power surges, lightning, water ingress beyond the product's rating, physical damage, unauthorised repair, or use outside the stated specification.

Refunds

Once your return arrives and has been inspected, we will let you know the outcome. Approved refunds go back to the original payment method.

  • Card and online payments: refunded to the same card or account. Your bank may take a further 5 to 10 working days to show it.
  • Cash on delivery and counter sales: refunded by bank transfer to an account in the buyer's name, or in cash at the shop where the purchase was made.

Delivery charges you originally paid are not refunded on change-of-mind returns. They are refunded in full when the return is due to damage, a wrong item, or our error.

If more than 15 working days have passed since we confirmed your refund and you have not received it, contact us and we will chase it.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order, so you are not waiting on stock. If you would prefer a direct exchange, tell us and we will arrange it where the replacement is in stock.

Cancelling an order

You can cancel at no cost any time before your order is dispatched. Once it has been handed to the courier, the return process above applies.

Your statutory rights

Nothing in this policy limits your rights under the consumer protection laws of Pakistan. Where those laws give you stronger rights than this policy, those rights apply.

Contact us about a return

Email: support@zzmarts.com
Karachi: 0321 9221031. Shop #4, Al Bilal Hotel, Hassan Centre, Sohrab Katrak Road, Saddar (Regal), Karachi
Lahore: 0308 3260009. Shop #36, Mashallah Center, Mall Road (Shahrah-e-Quaid-e-Azam), Lahore

Both shops are open Monday to Saturday, 11:00 am to 8:30 pm, and closed on Sunday.

Zam Zam Traders, trading as ZZ Marts.