Effective for purchases made through kaka.pk and KakaHome sales channels.
KakaHome is committed to a fair and transparent after-sales experience. Refunds are rare and are not the standard remedy. All refund claims are reviewed carefully and remain subject to inspection and quality assurance verification.
When Is a Refund Considered?
Refunds may be considered only where KakaHome confirms, after inspection and quality assurance review, that:
- The product has a verified manufacturing defect that cannot reasonably be resolved by repair or replacement
- The wrong item was delivered and a replacement is not available
- The item was damaged in transit and the claim is properly documented
Refunds are processed only after quality assurance approval and, where needed, technical verification by KakaHome or an authorised brand service centre.
Reporting Timeline
- Delivery damage, wrong item, missing parts, or incomplete packaging: report within 14 days of delivery.
- Operational or manufacturing issues: report within 7 days of delivery for technical review.
Requests reported beyond these periods may not qualify for refund processing.
Unboxing Video Requirement
For claims involving damage, wrong item, or missing parts, a clear unboxing video is required. The video should show:
- The sealed package before opening
- The full unboxing in one continuous recording
- The product, label, or serial number clearly visible
Claims without proper unboxing evidence may be refused.
Refund Process
If a refund is approved:
- It may be issued through the original payment method or another approved method depending on operational feasibility
- Shipping, handling, banking, restocking, or service-related charges may be deducted where applicable
- Processing timelines depend on the payment method and bank processing times
Non-Eligible Situations
KakaHome does not issue refunds for:
- Change of mind or dislike of the product after purchase
- Incorrect selection by the customer
- Size, space, or fit mismatch after delivery
- Failure to review specifications, dimensions, or installation requirements before ordering
- Minor colour, finish, packaging, or design variation from website images
- Opened, used, installed, or partially used items
- Damage after delivery
- Electrical fluctuation, voltage variation, or power surge damage
- Damage caused by misuse, mishandling, tampering, or unauthorised repair
- Commercial use of a product intended for residential use
- Clearance, sale, promotional, imported, special-order, built-in, or final-sale items, unless KakaHome expressly agrees otherwise in writing
- Claims inconsistent with manufacturer findings
Important Notes
- All refund claims are subject to inspection and verification.
- KakaHome reserves the right to refuse claims that do not comply with this policy.
- Natural operational sound, heating, airflow, vibration, or similar behaviour within manufacturer tolerance shall not constitute a defect.
- KakaHome may update this policy from time to time without prior notice. The version published on kaka.pk will apply.
Still have questions? Call us at 03000308025, email us at info@kaka.pk, or visit one of our Store Locations.