Refund Policy
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BRANDHUB — REFUND POLICY
Effective Date: 26 September 2026
Last Updated: 26 September 2026
Policy Version: 2.0
This Refund Policy explains how BrandHub handles refunds, coupons and credits for eligible orders.
Important: Every refund, coupon or payment query must be opened as a ticket on WhatsApp 03330139004. Processing timelines start after ticket creation and required verification — quote your ticket number in all follow-ups.
1. When a Refund May Be Available
A refund (or coupon / credit, where chosen) may be considered where:
- A return has been approved and a refund is the agreed remedy
- BrandHub cannot provide an approved replacement
- The wrong product was supplied and refund is selected / appropriate
- An eligible product is confirmed defective or damaged (with valid opening video evidence) and refund is agreed
- An order is cancelled before dispatch where a payment has already been received and a refund is applicable
- Stock delay / unavailability and the customer requests payment return instead of waiting or taking a coupon
- Another circumstance specifically qualifies under BrandHub policy
2. Cash on Delivery (COD) Orders
For COD orders, the customer normally pays the courier upon delivery.
- If the parcel was never paid for (e.g. refused / not delivered), there is no COD amount to refund
- Any advance already paid may be adjusted under the Return Policy (including delivery charges and 20% service charge where the refuse / not-received rules apply)
- Eligible refunds of advance or prepaid amounts will use a verified method agreed with the customer
3. Prepaid / Advance Orders
Where a customer has paid BrandHub (or an approved payment channel) before delivery, an eligible refund may be returned through the applicable payment channel, bank transfer, cash payout (where approved), coupon, or credit on a future order — as agreed after verification.
4. Refund vs Coupon vs Credit
Depending on the case, BrandHub may settle by:
| Method | Typical use |
|---|---|
| Bank / cash refund | Eligible prepaid/advance refund after verification |
| Coupon | Delay, out-of-stock, or customer prefers store credit |
| Credit on next order / next COD | Approved return settlement against a future order |
| Advance adjustment | Partial recovery of DC / service charge on refuse or customer-fault cases |
If there is a delay or out-of-stock situation after confirmation:
- The paid amount may be converted to a coupon if the customer agrees, or
- If the customer requires payment back, BrandHub will process the refund within 15 working days, linked to the ticket number
5. Refund Processing Steps
Refund processing generally begins after:
- A ticket is opened on 03330139004
- The return request has been approved where a return is required
- Opening-video / evidence requirements are met (for damage / missing / wrong item)
- The product has been received by BrandHub (where return is required) and inspection completed
- The refund / coupon amount has been finalized
6. Refund Time
Where a refund is applicable, BrandHub will process it within 15 working days after completion of the required verification and approval steps above.
Actual credit to the customer’s bank/wallet may vary further depending on bank or payment-provider processing, public holidays, incorrect banking details, or operational delays.
7. Refund Amount
The refund amount depends on the approved case.
- BrandHub fault (wrong / damaged / defective with valid evidence): eligible product amount; delivery/return charges handled case-by-case as communicated on the ticket
- Change of mind (if approved): product amount minus 20% service charge, and delivery/return charges may also be deducted
- Customer refused / not received (billing or other customer-side issue): delivery charges + 20% service charge deducted from advance / held amount; re-shipment only after full advance payment
- Deductions will be communicated on the ticket where relevant
8. Return Shipping Charges
Where a return is due to an incorrect, damaged or defective product attributable to BrandHub (and evidence rules are met), BrandHub may bear applicable return cost according to the circumstances.
For customer-requested / change-of-mind returns, or refuse / not-received cases, applicable shipping and service charges apply as stated in the Return Policy.
9. Refund to Bank Account
Where bank transfer is used, BrandHub may require account title, bank name, IBAN / account number, customer contact information and verification details. Customers must provide accurate information. BrandHub is not responsible for delays caused by incorrect customer-provided banking information.
10. Fraud Prevention
BrandHub may verify order number, customer identity/contact details, original payment, return tracking, product condition, opening video and bank/payment information before processing.
11. Partial Refunds
A partial refund may be considered where only part of an order is eligible, a product is partially defective and the customer agrees to retain it, or another circumstance justifies a partial adjustment. The amount will be communicated on the ticket.
12. Refund After Cancellation
If a customer cancels an order before dispatch and has already made an eligible payment, BrandHub will process the applicable refund or coupon according to payment method and order status, within 15 working days after ticket verification.
If the order has already been dispatched, cancellation is handled under the delivery / refuse / return procedure (not an instant full refund of all charges).
Where BrandHub cancels due to its own fault (e.g. could not fulfil), customers may receive an apology courtesy such as free delivery charges (DC) on a new order within 7 days, as communicated on WhatsApp — in addition to any applicable refund/coupon rules.
13. Refund Confirmation
Once a refund or coupon is processed, BrandHub may provide confirmation / reference through WhatsApp, SMS, email or another appropriate channel, referencing the ticket number.
14. Statutory Rights
Nothing in this policy is intended to remove or restrict consumer rights that cannot legally be excluded.
15. Contact
BrandHub
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