Refund policy

PK LUXUS Return & Refund Policy

At PK LUXUS, customer satisfaction is our top priority. To ensure transparency and fairness in our return, refund, and exchange processes, we have implemented the following policy:

1. Mandatory Package Opening Video

To be eligible for any return, refund, or exchange, a clear package opening video is required. This video must be recorded from the moment the package is opened, without any cuts, to determine whether the issue occurred due to:

  • Packing or dispatch error by our team,

  • Mishandling by the delivery rider or courier service,

  • Or damage caused by the customer while opening the package.

Please take special care while unboxing, as our products are highly fragile. Avoid using sharp tools like scissors or blades that may accidentally damage the items.

2. Submitting Your Return/Refund Request

To initiate a request:

  • Email your package opening video to support@pkluxus.com

  • Our team will review your request within 24 hours and respond accordingly.

3. Validity Period

Our return and refund window lasts for 7 calendar days (including weekends and holidays) from the date of delivery.

4. Eligibility & Processing Scenarios

If PK LUXUS is at Fault

If, after reviewing the video, we determine that:

  • The product was damaged,

  • The product was different from what was shown or described,

  • There was a color/size mismatch not mentioned in the description,

We will:

  • Exchange the product within 15 business days (subject to stock availability), or

  • If the product is unavailable, initiate a refund within 45 working days.

Note: The 45-day refund period is due to slow banking processes in Pakistan. PK LUXUS is not responsible for these external delays.

If the Courier Company is at Fault

If the damage was clearly caused by the delivery company or rider, we will file a claim with the courier service. In such cases:

  • The process may take up to 55 working days, depending on the shipping company’s claim resolution timelines.

  • PK LUXUS is not liable for the delay caused by third-party courier companies.

If the Customer is at Fault

If the video shows that:

  • The product was damaged during unboxing due to negligence,

  • The customer misunderstood the product despite accurate descriptions and images,

PK LUXUS may still offer a one-time exchange for a product of the same price range, provided that:

  • The original product is returned in unused and original packaging.

  • The customer agrees to bear the shipping costs for the exchange.

PK LUXUS reserves the right to favour returning customers based on their purchase history and offer support on a case-by-case basis.

5. Missing or No Package Opening Video

If the customer fails to provide a valid package opening video, no claim for return, refund, or exchange will be entertained. This policy is in place to protect both parties and ensure fair resolution.

6. Return Shipping Approval & Address

Before sending any product back, customers must obtain return approval from our support team.

Approved returns should be sent to:

PK LUXUS
448, Street 52, B Block, New Lahore City,
Lahore, Pakistan

For any assistance, feel free to contact us at support@pkluxus.com.

Thank you for choosing PK LUXUS. We value your trust and are committed to delivering quality and transparency in every order.