Complaint & Ticket Policy

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BRANDHUB — CUSTOMER COMPLAINT & DISPUTE POLICY

Effective Date: 26 September 2026

Last Updated: 26 September 2026

Policy Version: 2.0

BrandHub is committed to handling customer complaints fairly, professionally and efficiently.

Mandatory ticket rule: For any query or complaint, a ticket must be generated through WhatsApp 03330139004. Cases without a ticket number cannot be reliably tracked or escalated.

1. What Customers Can Complain About

Customers may contact BrandHub regarding:

  • Wrong product
  • Damaged product
  • Defective product / not as described
  • Missing item / accessory
  • Delivery problem / late delivery
  • Out of stock / restock delay
  • Order cancellation
  • Return request
  • Refund / coupon / billing / payment issue
  • COD refuse / not received
  • Incorrect order information
  • Customer-service issue
  • Other order-related concerns

2. How to Submit a Complaint (Ticket)

Primary channel (required): WhatsApp 03330139004

Also available:

  • WhatsApp: +92 333 0139006, +92 334 1204449, +92 336 2240865, +92 300 0776825, +92 300 0776812
  • Email: info@brandhub.com.pk
  • Website: https://www.brandhub.com.pk

The customer should provide:

  • Order number
  • Name and contact number
  • Product name
  • Complaint details
  • Parcel opening video where the complaint is damage, missing item or wrong product (see Return Policy)
  • Photographs/videos where otherwise relevant

Support aims to assist during normal business hours (typically Monday–Saturday, Pakistan time). Exact hours may be communicated on WhatsApp.

3. Complaint / Ticket Reference Number

BrandHub will assign a ticket / reference number. Customers must keep this number for all future communication. Refunds, coupons and investigations are linked to this ticket.

4. Initial Review

BrandHub will review the complaint and may check:

  • Order information and confirmation record
  • Courier / delivery record
  • Product information
  • Opening video / photographs
  • Return history
  • Payment / advance information

5. Additional Information

BrandHub may request additional information when reasonably necessary. Customers should cooperate by providing accurate information promptly.

6. Resolution

Depending on the circumstances, BrandHub may offer:

  • Replacement (if stock available)
  • Exchange
  • Return
  • Refund (within 15 working days after verification, where applicable)
  • Coupon / credit
  • Partial adjustment
  • Clarification
  • Another appropriate resolution under Return / Refund / Terms policies

7. Escalation

If the customer is dissatisfied with the initial response, the customer may request escalation to a supervisor or management representative on the same ticket via 03330139004 or email info@brandhub.com.pk.

8. Response Time

BrandHub aims to:

  • Acknowledge complaints within 1 business day (ticket created)
  • Provide an initial response within 2–5 business days, depending on complexity

Courier investigations, product inspections, restock checks and payment investigations may require additional time. Eligible refunds are targeted within 15 working days after verification (see Refund Policy).

9. Customer Conduct

BrandHub expects customers and employees to communicate respectfully. Threats, abusive language, harassment or fraudulent claims may be documented and handled appropriately. This does not prevent a customer from exercising any lawful right to make a genuine complaint.

10. Dispute Resolution

BrandHub will attempt to resolve disputes through its internal complaint / ticket process where possible. Nothing in this policy prevents a customer from exercising rights under applicable law or approaching an appropriate regulatory / consumer-protection authority or court.

11. Record Keeping

BrandHub may retain complaint, ticket, chat and related records for customer-service, operational, accounting, fraud-prevention and legal purposes.

12. Contact

BrandHub Customer Support

WhatsApp / Tickets: 03330139004

Email: info@brandhub.com.pk

Website: https://www.brandhub.com.pk

Last Updated: 26 September 2026 · Policy Version: 2.0

BrandHub · Ticket / Support: 03330139004 · info@brandhub.com.pk · brandhub.com.pk