Vendor Return & Quality Policy

To maintain high customer trust on onlineshop.pk, all registered vendors are required to adhere to these return and quality guidelines. This ensures a fair ecosystem for both sellers and buyers.

The Return Processing Workflow

When a customer initiates a return, the following timeline and procedure apply:

1.Return Notification:Day 1.

Our Quality Assurance (QA) team flags a customer return request. If the return is due to a vendor error (wrong item, damaged product, or counterfeit), the vendor is notified immediately via the Seller Portal with photo/video evidence.

2.Vendor Review & Dispute Window:48 Hours.

The vendor has 48 hours to review the claim. If the vendor believes the return is fraudulent or damaged by the customer, they must submit a dispute with their own packing/dispatch video proof. Unchecked notifications are automatically approved after 48 hours.

3.Inventory Reverse Logistics:3-5 Business Days.

Approved return items are shipped back to the vendor's registered warehouse address. The vendor must inspect the product immediately upon arrival.

4.Financial Settlement:Next Payout Cycle.

If the return was due to a vendor fault, the item cost and reverse shipping charges are deducted from the vendor’s upcoming payout cycle. If it was a simple customer change-of-mind, only the product is returned, and no penalty applies.

Quality Rules & Penalty Structure

To ensure vendors don't ship faulty items, we enforce a transparent three-strike policy on product quality issues:

Violation Type	First Offense	Repeated Offense (3+ times)
Wrong Item / Size Sent	Warning + Forward Shipping Cost Deducted	PKR 500 Penalty per order + Product Delisting
Damaged / Defective Goods	Full Refund to Customer + Reverse Shipping Deducted	PKR 1,000 Penalty + Temporary Shop Suspension
Counterfeit / Fake Product	Immediate Permanent Ban	Legal Action & Forfeiture of Remaining Payouts