Shop KrLo Refund & Exchange Policy (Pakistan)

At Shop KrLo, we want every order to feel like a win—especially when it’s for kids. If something arrives damaged, incorrect, or not as expected, we’ll make it right with a clear, fair process.

1) Eligibility Window

You can request a refund or exchange within 15 days of receiving your order.

2) When You Qualify for a Refund

You’re eligible for a full refund (including delivery charges) if you receive:

  • A damaged product

  • A defective product

  • The wrong item (different from your order)

Refund Conditions

To be eligible:

  • Item must be unused, unopened (where applicable), and in original packaging

  • All tags, inserts, and accessories must be included

  • We may request photos/video evidence to speed up approval

Refund Timeline

  • Refund is processed after the returned item is received & inspected

  • Once approved, the refund is issued to the original payment method within 5–7 business days (bank/payment provider timelines may vary)

3) When You Qualify for an Exchange

You can request an exchange within 15 days if:

  • You received a wrong color/variant

  • The item mismatched your order (wrong model/set/pack)

  • You want to exchange due to size/variant issues (where relevant)

Exchange Conditions

  • Item must be unused, in original condition, and original packaging

  • Exchanges depend on stock availability

  • If the requested replacement is out of stock, you may:

    1. Pick another item, or

    2. Request a refund

Note: Requests outside the 15-day window may not be accepted.

4) Non-Refundable / Limited-Return Items

The following are generally not refundable, unless they arrive damaged, defective, or incorrect:

  • Flash sale items

  • Special discount / clearance items

  • Free gifts / promotional items

5) Return Shipping Rules

  • If Shop KrLo sent the wrong item or the item is damaged/defective, Shop KrLo covers return shipping (or arranges pickup, where available).

  • For other exchange reasons (e.g., preference/variant), the customer covers return shipping.

6) Product Variation Disclaimer (Kids/Handmade Items)

Some items (especially handmade/crafted or printed designs) may show minor variations in color/finish due to manufacturing batches. These are not considered defects unless they affect functionality or safety.

7) How to Request a Refund or Exchange

Email us with the details below:

Email: support@shopkrlo.com
Subject suggestion: “Refund/Exchange Request – Order #

”

Please include:

  1. Order Number

  2. Issue type (Refund / Exchange)

  3. Reason + photos/videos (if damaged/defective/wrong item)

  4. Your phone number for coordination (optional)

Response time: 24–48 hours (business days)

FAQs

1) How many days do I have to request a refund or exchange?

You can request within 15 days of delivery.

2) Do you refund delivery charges?

Yes—delivery charges are included when the issue is damage/defect/wrong item.

3) Can I exchange if my preferred item is out of stock?

Yes. You can choose a different item or request a refund.

4) What condition should the product be in for return?

It must be unused, in original packaging, with all tags/accessories included.

5) Who pays return shipping?

Shop KrLo pays if the item is damaged/defective/wrong. Otherwise, the customer pays.

6) Are sale/discount items refundable?

Not usually, unless they arrive damaged/defective/wrong item.

7) Do you require photos for damaged items?

Yes—photos/videos help us approve faster and reduce back-and-forth.

8) Do you offer Cash on Delivery (COD) in Pakistan?

If your store offers COD, mention it here. (Add: “Yes, COD is available nationwide.”)

9) Are toys safety-checked?

Mention your actual practice (e.g., “We only stock age-graded toys; always supervise kids under 3.”).

10) What if my toy needs batteries?

If batteries are not included, mention: “Batteries may be required and are not included unless stated.”