Refund policy
Last Updated: 23 September 2026
1. Overview
Kaka Home sells high-value electronics and home appliances, and this Policy sets out when a repair, replacement, exchange, or refund will be considered. Returns and refunds are not a standard remedy as they are exceptional outcomes available only where a claim meets the eligibility criteria below and is approved after inspection.
This Policy forms part of our Terms of Service and is governed by the Sale of Goods Act, 1930 and applicable consumer protection legislation, which give you certain non-waivable rights where a product is defective or not as described; nothing in this Policy excludes those rights (see Section 8).
2. Eligibility for Any Remedy
A repair, replacement, exchange, or refund will only be considered where all of the following apply:
- The issue is reported within the applicable timeline (Section 3).
- The original invoice or proof of purchase is provided.
- The product's serial number matches our records.
- All accessories, manuals, warranty cards, and original packaging are complete.
- The claim is approved after our inspection and, where necessary, technical verification by us or an Authorised Service Provider.
We reserve the right to inspect the product, request supporting evidence, and refuse any claim that does not meet these criteria.
3. Reporting Timelines
| Issue | Report within |
|---|---|
| Product received non-working or with severe visible damage ("Dead on Arrival") | On Arrival |
| Visible transit damage, wrong item, missing accessories, or incomplete packaging | On Arrival |
| Manufacturing or operational defect | Within 1 year of delivery |
Claims reported after these windows may not qualify, though this does not affect any separate rights you have under the applicable manufacturer warranty for defects arising later in the warranty period.
If a package looks damaged, crushed, or tampered with at delivery, do not sign for it as undamaged without noting the issue, and do not install or use the product. Keep all packaging and parts intact and contact us immediately.
At the time of delivery, the customer must inspect the product for visible physical damage and confirm the model and colour match what was ordered. By signing the delivery receipt, the customer confirms the product was received in good physical condition and matches the order. No refund will be issued for physical damage, incorrect model, or incorrect colour once the delivery receipt has been signed without noting a discrepancy.
4. Unboxing Video Requirement
For any claim involving damage, a wrong item, missing parts, or incomplete packaging, we require a clear, continuous unboxing video showing:
- The sealed package before opening.
- The entire unboxing in one uninterrupted recording (no cuts or edits).
- The product, label, and serial number clearly visible.
Claims without this evidence may be refused, as we have no other reliable way to verify what was inside the package on arrival.
5. Available Remedies
Where a claim is approved, we will decide, at our discretion, based on the nature of the issue, product condition, and stock availability, whether to offer a repair, replacement, exchange, or refund.
5.1 Refunds
A refund will be considered only where we confirm, after inspection, that:
- The wrong item was delivered, and no suitable replacement is available in stock; or
- Delivery is delayed beyond the estimated delivery date communicated at the time of order, and the customer chooses not to wait; or
- The ordered product is confirmed unavailable in stock after the order is placed, and no substitute of equal or greater value is accepted by the customer.
Processing: Refunds are issued through the original payment method or another method we agree is operationally feasible. Shipping, handling, banking, or restocking charges already incurred may be deducted. Processing time depends on your payment method and your bank's timelines, which are outside our control.
5.2 Exchanges
Where offered, an exchange is subject to stock availability. If the original model is unavailable, we may offer the same model once restocked, an equivalent model, or another suitable replacement of similar value, at our discretion. Where a price difference applies, you may pay the difference or receive an adjustment, depending on the case. An exchange is not guaranteed and remains subject to approval under Section 2.
5.3 Repairs
Where a defect can reasonably be resolved by repair, we or an Authorised Service Provider will carry this out, generally under the manufacturer's warranty terms where applicable. Where a manufacturing defect is confirmed, including where discovered after installation, repair service will be provided free of charge, with no visit or call-out charges, subject to the defect being verified as a manufacturing fault by an Authorised Service Provider or us.
For LG and Bosch appliances, where a defect is reported within 1 year of delivery, the customer is responsible only for the technician visit charge. All parts, labour, and repair costs beyond the visit charge will be covered by Kaka Home, subject to the defect being verified as a manufacturing or operational fault under Section 2.
6. What Is Not a Defect
The following, where within the manufacturer's normal tolerances, do not qualify as a defect:
- Normal operational sound, compressor cycling, fan noise, airflow, vibration, or heating during use.
- Minor cosmetic, colour, or packaging variation from website images.
- Firmware/software differences between production batches.
A product is not defective simply because it does not match a customer's personal preference, provided it performs to the manufacturer's published specification.
7. Non-Returnable, Non-Refundable & Non-Exchangeable Situations
We do not offer a repair, replacement, exchange, or refund for:
- Change of mind, or no longer liking the product.
- Incorrect model, size, or specification selected by the customer.
- Space, fit, or compatibility issues discovered after delivery.
- Failure to check specifications, dimensions, or installation requirements before ordering.
- Minor colour, finish, or packaging variation from website images (Section 6).
- Products that are opened, used, installed, or partially used, other than to confirm a reported defect.
- Damage occurring after delivery, including from electrical fluctuation, voltage variation, or power surges.
- Damage from misuse, mishandling, tampering, or repair/installation by an unauthorised person.
- Commercial or industrial use of a product sold for residential use.
- Clearance, promotional, open-box, special-order, imported-on-request, built-in, or final-sale items, unless we expressly agree otherwise in writing.
- Physical damage, incorrect model, or incorrect colour not noted at the time of delivery sign-off (Section 3).
Where our inspection, or that of the manufacturer or Authorised Service Provider, finds the reported issue falls into one of the above, the claim will be declined, and any technical finding by the manufacturer or Authorised Service Provider may be relied upon in reaching that decision.
8. Your Statutory Rights
Nothing in this Policy limits or excludes any right you have under the Sale of Goods Act, 1930, or applicable consumer protection legislation, to a remedy for goods that are not of the quality, description, or fitness represented at the time of sale. Where any provision of this Policy conflicts with a non-waivable right under applicable law, that law prevails to the extent of the conflict.
9. Customer Responsibilities
Before ordering, check the model, dimensions, specifications, installation requirements, and power/space suitability of the product. After delivery, keep the invoice, packaging, accessories, manuals, and warranty card until the applicable claim window has passed, and provide photographs, videos, serial numbers, or other evidence we reasonably request to assess a claim.
10. Fraudulent or Misleading Claims
We may decline a claim and pursue any remedy available under applicable law where there are reasonable grounds to believe it involves false information, altered or fabricated evidence, intentional damage, substituted parts, a tampered serial number, or post-delivery damage misrepresented as transit or manufacturing damage.
11. Changes to This Policy
We may update this Policy from time to time to reflect changes in our operations, supplier terms, or applicable law. The version published on https://kaka.pk/ at the time of your order governs that order.
12. Contact Us
If you have any questions regarding this Return & Refund Policy or wish to submit a claim, please contact us:
Website: https://kaka.pk/
Email: info@kaka.pk
Customer Support: +92 300 0308025
After-Sales Service: +92 300 0308013
Complaints & Escalations: +92 300 0308055
Business Address:
Ground Floor, 11 Commercial Area, Cavalry Ground, Lahore 54810, Pakistan
