Effective for purchases made through kaka.pk and KakaHome sales channels.
KakaHome is committed to a fair and transparent after-sales experience. All return claims are reviewed carefully and remain subject to inspection and verification.
Return Eligibility
A return may be considered only where:
- The request is made within the applicable time limit
- The original invoice or order proof is provided
- The serial number matches KakaHome records
- The product is unused, uninstalled, and in resalable condition
- All accessories, manuals, warranty cards, and packaging are complete
- The claim is approved after inspection and verification
KakaHome reserves the right to inspect the product before approving any return.
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 return processing.
Unboxing Video Requirement
For claims involving damage, wrong item, missing parts, or incomplete packaging, 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.
Delivery Damage and Wrong Item Claims
If the package appears damaged, crushed, or tampered with at delivery, report it immediately and keep the package intact. You must:
- Notify KakaHome within 7 days of delivery
- Provide an unboxing video where required
- Retain the packaging, accessories, and all included parts
- Avoid installing or using the product further
If the customer accepts the delivery without timely reporting, KakaHome may decline the claim.
Dead on Arrival (DOA)
A product may be treated as Dead on Arrival if received in a non-working condition or with severe visible damage at delivery. DOA claims must be reported within 24 hours and supported by invoice proof and unboxing evidence. The product must remain unused and complete. If DOA is confirmed, KakaHome may, at its sole discretion, arrange repair, replacement, store credit, or warranty handling.
Non-Eligible Situations
KakaHome does not accept return requests 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, open-box, imported, special-order, built-in, or final-sale items, unless KakaHome expressly agrees otherwise in writing
Customer Responsibilities
The customer is responsible for reviewing product details before purchase, including model, dimensions, installation requirements, compatibility, and power or space suitability. Keep the invoice, packaging, manuals, accessories, and warranty card intact until the claim window has passed. KakaHome may request photographs, videos, serial numbers, or other supporting evidence before making a decision.
Important Notes
- All 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.