Delivery & Return Policy

Delivery & Return Policy: TrendHub Mart

1. Comprehensive Delivery Guidelines

1.1 Shipping Zones & Coverage

TrendHub Mart delivers across all provinces of Pakistan. We utilize a multi-courier strategy (TCS, Trax, Leopards, and local last-mile providers) to ensure coverage in both metropolitan areas and remote regions.

1.2 The "Safe Delivery" Protocol

  • Identity Verification: For high-value electronics, our delivery partners may request to see a valid CNIC or government-issued ID to ensure the package reaches the rightful owner.

  • Packaging Quality: All orders are shipped in tamper-evident, water-resistant, and padded packaging to mitigate damage during transit.

  • Delivery Windows: We strive to maintain strict delivery windows. If a delivery attempt is made while you are unavailable, the courier will leave a notice or attempt a secondary delivery the following business day.

1.3 Order Tracking & Visibility

  • Real-Time Updates: You will receive an SMS/WhatsApp notification at three critical stages:

    1. Order Confirmed

    2. Dispatched from Warehouse

    3. Out for Delivery

  • Self-Service Tracking: Use the "Track Order" portal on our website by entering your order number and email/phone.

2. In-Depth Return, Exchange, and Refund Policy

2.1 The "No-Hassle" Return Criteria

You are eligible for a full refund or exchange if you report the issue within 7 days of delivery. To qualify, items must meet the following:

  • Original Condition: The product must be unworn, unwashed, and in its original, brand-new condition.

  • Packaging & Tags: All original tags, price labels, and protective films/seals must be intact. If you removed the screen protector on a phone or the hygienic seal on cosmetics, the return may be rejected.

  • Included Accessories: All manuals, warranty cards, chargers, and free gifts received with the order must be returned alongside the main item.

2.2 Handling "Damaged or Wrong" Items (The Proof Requirement)

To protect both parties, we require the following for claims involving damaged or incorrect items:

  1. Unboxing Video: We strongly recommend customers record a video while opening the package. This is the fastest way to resolve disputes regarding missing or damaged items.

  2. Photographic Evidence: If you did not record a video, provide at least three high-quality photos showing:

    • The external condition of the shipping box (including the shipping label).

    • The item showing the damage or the discrepancy (e.g., wrong color/size).

2.3 Refund Methods & Timelines

We process refunds only after our Quality Control (QC) team inspects the returned product.

  • E-Wallet/Bank Transfer: Funds are credited to your provided IBAN/E-Wallet within 7–10 business days post-QC approval.

  • Store Credit: If you choose "TrendHub Credit," you receive the amount instantly upon QC approval, with an additional 5% bonus credit as a thank you for your patience.

  • Credit/Debit Card Reversals: These are subject to bank processing times, which may take up to 14 business days depending on your issuing bank.

3. Shipping & Return Shipping Fees

  • TrendHub Mart Fault: If the item is defective, the wrong item was sent, or the order was incomplete, we cover 100% of the return shipping costs.

  • Customer Preference: If you are returning an item because you simply changed your mind, or ordered the wrong size, a nominal return courier fee (deducted from your refund) will apply.

4. Exceptions & Specialized Goods

  • Electronic Goods: Must be in original, unopened packaging. If the seal is broken, returns are only accepted if the device is found to be technically faulty.

  • Custom/Personalized Items: Products engraved, embroidered, or customized to your specific requirements cannot be returned unless they are faulty.

5. Dispute Resolution

At TrendHub Mart, we pride ourselves on fairness. If a return request is denied by our QC team, you have the right to request a second review. Send an email to contact@trendhubmart.com with your order history, and our senior management will review the case within 48 hours.