Return & Refund Policy - bgemarket.com

Last Updated: October 29, 2026

At BG eMarket, we want our customers to have a smooth and satisfactory shopping experience. This Return & Refund Policy explains how to request a return, exchange, or refund for purchases made through bgemarket.com.

Please review this policy before placing an order. All requests are subject to the terms below and applicable consumer protection laws in Pakistan.

1. Eligibility for Returns

Customers may request a return or exchange if a product:

Arrives damaged or defective.
Is different from the product ordered.
Has missing parts or items.
Has another issue that qualifies for a remedy under our policy or applicable law.

Please contact us as soon as reasonably possible after receiving the product and explain the issue. We may request photographs, an order number, or other reasonable information to assess your request.

2. Reporting Damaged or Incorrect Products

If your order arrives damaged, defective, incomplete, or incorrect:

Contact our customer support team.
Provide your order number and a description of the issue.
Share clear photographs or videos if requested.
Follow the return, collection, replacement, or refund instructions provided by our team.

We will review your request and communicate the available resolution.

Please report issues promptly so that we can investigate them efficiently. This does not limit any rights you may have under applicable law.

3. Return Conditions

Where a return is permitted, the product should generally be:

In its original condition, allowing for reasonable inspection.
Returned with available accessories, parts, and packaging where reasonably possible.
Accompanied by proof of purchase or the relevant order details.

Furniture products may require special handling because of their size, weight, assembly, and transportation requirements.

Products made to specific customer requirements or personalized orders may be subject to different return conditions, to the extent permitted by applicable law. Nothing in this policy removes mandatory consumer rights.

4. Products That May Not Qualify for a Change-of-Mind Return

Unless otherwise required by law or agreed by BG eMarket, the following may not qualify for a return solely because a customer changes their mind:

Custom-made or personalized furniture.
Products that have been materially altered or damaged after delivery due to misuse.
Products returned without the required order information, where the purchase cannot reasonably be verified.

These conditions do not exclude remedies for defective, incorrect, misrepresented, or otherwise legally non-compliant products.

5. Return Requests and Approval

To initiate a return, contact us using the details in the Contact Us section.

Please include:

Your full name.
Your order number.
The product name.
The reason for your request.
Supporting photographs or other information, if relevant.

Our team will review the request and inform you whether the product needs to be collected, returned, inspected, repaired, or replaced.

Please wait for return instructions before shipping a large or bulky furniture item back to us.

6. Refund Policy

If a refund is approved, we will communicate the refund amount and processing method.

Refunds may be appropriate when, for example:

An eligible product is returned and the return is approved.
An order is cancelled because we cannot fulfil it.
A product is damaged, defective, incorrect, or otherwise qualifies for a refund under applicable law.
Another situation requires a refund under the applicable order terms or law.

Approved refunds will generally be issued through the original payment method where practical. If that is not possible, we will contact the customer to agree on an appropriate alternative.

The time required for the refund to appear in your account may depend on the payment provider or bank.

7. Exchanges and Replacements

Depending on product availability and the nature of the issue, BG eMarket may offer a replacement, exchange, repair, or refund.

If a replacement is unavailable, we will discuss the available options with you, subject to applicable law.

Any replacement delivery arrangements and expected timelines will be communicated by our team.

8. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

Cancellation may depend on the order’s processing stage, whether the product has been dispatched, and whether it has been custom-made or prepared specifically for you.

If an order cannot be cancelled because it has already been processed or dispatched, our return policy and applicable consumer rights will apply.

Where a cancellation refund is due, we will explain the applicable process.

9. Return Shipping and Collection Charges

Responsibility for return shipping or collection costs will depend on the reason for the return, the circumstances of the order, and applicable law.

Where a product arrives damaged, defective, incorrect, or otherwise requires a remedy for which BG eMarket is responsible, we will communicate the appropriate return or collection arrangements.

For other approved returns, any applicable charges will be communicated before the return is arranged.

10. Non-Returnable Situations

A return may be declined where an issue is caused by unauthorized modification, misuse, or damage occurring after delivery, subject to applicable law.

Minor differences in colour or appearance caused by screen settings, lighting, or natural material variation do not automatically establish a defect. However, this does not affect claims where a product materially differs from its description or does not meet applicable legal requirements.

11. Consumer Rights

This policy is intended to operate alongside applicable consumer protection laws in Pakistan.

Nothing in this policy is intended to exclude or restrict a customer’s mandatory legal rights. If applicable law provides a remedy or protection that differs from this policy, the applicable legal requirement will prevail.