Refund & Return Policy

Refund & Return Policy

At ESolutions, we want customers to have a fair and clear process for returns, refunds, and exchanges. This policy explains the general conditions for returning products purchased from our ecommerce store.

This policy is general business policy content and not legal advice. For case-specific help, customers should contact support at support@esolutionpk.net.

Return Eligibility

A return may be accepted if the item is received in a condition that meets our review requirements and the return request is made within a reasonable time after delivery.

  • The item should be unused, where applicable, and in the same condition as received.
  • The item should be returned with original packaging, accessories, tags, manuals, or included parts where applicable.
  • Proof of purchase, order number, or other order details may be required.

Damaged, Defective, or Wrong Items

If you receive a damaged, defective, incomplete, or wrong item, please contact us as soon as possible after delivery so we can review and assist.

  • Please share your order number and a clear description of the issue.
  • Photos of the product, packaging, shipping label, or damage may be requested.
  • We may offer a replacement, exchange, store adjustment, or refund depending on the situation and stock availability.

Non-Returnable Items

Some items may not be eligible for return due to their nature, hygiene concerns, customization, digital delivery, or other business limitations.

  • Used, altered, damaged by customer handling, or incomplete items may not qualify.
  • Items marked as final sale, clearance, non-returnable, or specially customized may not be returned unless defective or incorrect.
  • Certain personal-use, hygiene-sensitive, or downloadable items may not be returnable once delivered or accessed.

How to Request a Return

To start a return or refund request, contact support@esolutionpk.net with your order details and reason for the request. Please do not return items without contacting us first, as return instructions may vary by product or issue.

  • Include your full name, order number, and contact information.
  • Explain whether you want a refund, replacement, or exchange.
  • Provide photos if the item is damaged, defective, or incorrect.

Return Review and Inspection

Once a returned item is received, we will inspect it to confirm its condition and eligibility. Approval of a refund or exchange depends on the results of that review.

  • Items that do not meet return conditions may be declined.
  • If additional information is needed, our support team may contact you.
  • Return approval does not automatically guarantee a full refund if deductions are reasonably required due to condition or missing parts.

Refunds

If a refund is approved, it will generally be processed using the original payment method where possible, or by another suitable method depending on the payment type and practical limitations.

  • Refund timing may vary depending on banks, payment providers, or internal review requirements.
  • Shipping fees may be non-refundable unless the return is due to our error or a verified damaged, defective, or wrong item.
  • If cash on delivery or another offline method was used, refund arrangements may require additional confirmation.

Exchanges and Replacements

Where appropriate and subject to stock availability, we may offer an exchange or replacement instead of a refund.

  • Exchanges are usually limited to the same item or a suitable alternative.
  • If a replacement is not available, a refund or another resolution may be offered.

Return Shipping Costs

Return shipping responsibility may depend on the reason for the return.

  • If the item is damaged, defective, or incorrect, we may review and support a suitable return solution.
  • If the return is due to customer preference, ordering error, or change of mind, the customer may be responsible for return shipping costs.
  • Unauthorized returns or refused deliveries may be subject to deductions where reasonable.

Timing

Please contact us promptly after receiving your order if there is any problem. Delayed requests may affect eligibility, especially where product condition, packaging, or courier claims are involved.

Order Cancellations

If you want to cancel an order, contact us as quickly as possible. Orders that have already been processed, packed, shipped, or handed to a courier may not be cancellable, but we will try to guide you on the available options.

Need Help

If you have any questions about returns, refunds, damaged items, or exchanges, please contact support@esolutionpk.net. For case-specific help, customers should contact support directly so we can review the order and provide the most accurate guidance.