Terms of service
Terms of Service
Last Updated: 23 September 2026
1. Acceptance of These Terms
These Terms of Service ("Terms") govern your use of https://kaka.pk/, our retail store(s), customer support channels, and any products or services offered by Kaka Home ("Kaka Home", "we", "us") (together, the "Services").
By accessing our website, creating an account, placing an order, or requesting installation or after-sales support, you agree to be bound by these Terms and by our Privacy Policy, Shipping Policy, and Exchange, Return, Refund, Cancellation & Warranty Policy, each of which is incorporated by reference. If you do not agree, do not use our services.
This agreement is governed by the Contract Act, 1872, the Sale of Goods Act, 1930, and the Electronic Transactions Ordinance, 2002, which recognises the validity of electronic contracts and consent. We may amend these Terms at any time; the version published on our website at the time of your order governs that order (see Section 20).
2. Definitions
"Products" — all goods sold by Kaka Home, including appliances, electronics, accessories, spare parts, and related installation services.
"Order" — a customer's request to purchase Products, submitted online, in-store, by phone, or via any other channel.
"Business Day" — a day Kaka Home's office is open, excluding weekends and Pakistani public holidays.
"Manufacturer" — the original brand owner, authorised distributor, or importer of a product.
"Authorised Service Provider" — BestFix Services or any manufacturer-approved service centre or technician.
3. Eligibility and Accounts
By using our Services, you confirm that you are at least 18 years old and legally competent to contract under the Majority Act, 1875 and the Contract Act, 1872, and that the information you provide us is accurate and current.
You are responsible for keeping your account credentials confidential and for all activity under your account. We may suspend or terminate any account involved in fraud, misuse, or a breach of these Terms.
4. Acceptable Use
You may use our website only for lawful purposes related to purchasing Products or obtaining information about our Services. You must not: interfere with the website's security or operation; attempt unauthorised access to our systems; introduce malware; scrape, copy, or commercially exploit our content without written consent; use bots or automated tools without authorisation; or impersonate any person or misrepresent your identity.
We may restrict or terminate access and report unlawful conduct to the relevant authorities where these Terms are breached.
5. Product Information and Pricing
We take reasonable care to ensure product descriptions, images, specifications, and prices are accurate, but:
- images are illustrative and colours, finishes, or packaging may vary from the actual product;
- dimensions, capacities, and features are subject to normal manufacturing tolerances and may be revised by the manufacturer without notice;
- such variations are not, by themselves, a defect or grounds for return unless the product fails to meet manufacturer specifications;
- listing a product does not guarantee its availability, and prices (in PKR unless stated otherwise) may change without notice.
We reserve the right to correct pricing, description, or typographical errors at any time, including after an order is placed but before dispatch. Where a genuine pricing error has occurred, we may cancel the order and refund you, offer the item at the corrected price, or offer a substitute.
Promotions, discounts, and financing offers are subject to their own terms, may be withdrawn or changed without notice, cannot generally be combined, and are confirmed only once we have accepted the order and payment conditions are met.
6. Orders and Acceptance
Placing an order, through any channel, is an offer to purchase, not an acceptance by us. A binding contract is formed only when we confirm the order (by order confirmation, invoice, or dispatch notice).
We may decline, revise, or cancel an order at any time before dispatch for reasons including stock unavailability, payment verification issues, pricing errors, suspected fraud, incomplete customer information, or legal/regulatory requirements. Where this happens, we will notify you and refund any amount already paid.
We may also request additional verification (identity, billing details, contact number, or ID where reasonably necessary) to prevent fraud before dispatching an order; unverified orders may be delayed or cancelled.
7. Imported and Special-Order Products
Some Products are imported or specially procured and remain subject to supplier confirmation, customs clearance, freight schedules, and import regulations — all beyond our reasonable control. Estimated delivery dates for such items are good-faith estimates, not guarantees.
If supplier pricing changes before we accept the order or receive final payment, we may revise the price or cancel the order after notifying you. Special-order, customised, built-in, or imported-on-request products may not be eligible for cancellation, return, or refund except as required by law or as we expressly agree in writing.
8. Payment
You agree to provide accurate and valid payment details. We may verify payment before dispatch, and processing on advance-payment or reserved orders begins only once payment is received.
If payment is delayed, we may reconfirm availability, revise pricing to reflect changed supplier costs, duties, or exchange rates, or cancel the order if payment is not completed within a reasonable time. Accepting an order does not suspend your payment obligation because of a delivery delay outside our control.
9. Cancellations by the Customer
You may request to amend or cancel an order only before dispatch, shipment, installation scheduling, or the start of any special procurement. Once any of these has begun, we may refuse the request.
Where a cancellation is approved, we may deduct reasonable costs already incurred, such as payment gateway or banking charges, courier or freight costs, procurement or import expenses, and restocking charges, before issuing a refund, in line with our Return & Refund Policy.
10. Shipping, Delivery, and Installation
Delivery is governed by our Shipping Policy. Estimated delivery dates are for planning purposes only and are not guaranteed; they may shift due to weather, courier operations, customs, supplier delays, or force majeure (Section 17).
Your responsibilities: ensure your delivery address and contact details are accurate; confirm the product can pass through your entrances, stairs, lifts, and doorways; and ensure the site is safe and accessible. We are not responsible for failed delivery caused by an inaccurate address, your unavailability, refused building access, or an unsafe site and may charge reasonable costs to reschedule.
Installation: unless we state otherwise, you are responsible for ensuring suitable electrical supply, earthing, plumbing, drainage, ventilation, and civil work are in place before installation. We are not liable for damage caused by installation performed by anyone not authorised by us or the manufacturer.
Risk and ownership: ownership passes to you only once we have received full payment or delivery has been successfully completed in case of online purchase. Risk of loss or damage passes to you on successful delivery/acceptance, on collection from our premises, or on handover to a carrier you nominate, after which we are not responsible for loss occurring in transit arranged by you.
11. Inspection and Claims
Inspect your product on delivery and before installation or use. Accepting delivery confirms, to the best of your knowledge, that the correct product and quantity were received and any visible damage was noted; this does not affect your statutory rights regarding hidden defects, but timely reporting is required for claims of visible transit damage, shortages, or incorrect items.
Where reasonably possible, record a continuous unboxing video. For damage, shortage, or incorrect-item claims, we may require photos, video, delivery documentation, and serial numbers to investigate; failure to preserve reasonable evidence may affect our ability to verify the claim. Retain your invoice, packaging, and warranty documents until the applicable claim period expires. Reporting timelines and remedies are set out in our Exchange, Return, Refund, Cancellation & Warranty Policy.
12. Returns, Refunds, and Warranty
All returns, exchanges, refunds, and warranty claims are governed exclusively by our Exchange, Return, Refund, Cancellation & Warranty Policy, which you accept by placing an order. Nothing in these Terms creates return, refund, or warranty rights beyond what that policy or applicable law provides.
Manufacturer warranties: most branded products carry a warranty from the manufacturer, not Kaka Home, and coverage, exclusions, and repair timelines vary by brand. We help facilitate contact with Authorised Service Providers but do not control manufacturer repair decisions or warranty approvals and are not liable for delays caused by them. A manufacturer or authorised technician's technical finding may be relied on to determine warranty eligibility.
Claim verification: we may require proof of purchase, serial numbers, photos/video, or a technical inspection before approving any remedy and may decline a claim where inspection shows it is not covered.
13. Customer Responsibilities and Exclusions
Use your product only as intended and per the manufacturer's instructions, and keep your invoice and warranty documents. The following, where within manufacturer tolerances, are not defects: normal operational noise, compressor cycling, minor cosmetic variation, firmware updates, or packaging differences between batches. A product is not defective merely because it does not match personal preference if it performs to the manufacturer's published specification.
We are not liable for issues caused by misuse, negligence, or accidental damage; improper storage, transport, installation, repair, or modification by unauthorised persons; incompatible accessories; unsuitable voltage, earthing, plumbing, or ventilation; failure to perform recommended maintenance; commercial use of a residential-rated product; removed or altered serial numbers; or normal wear and tear. Failure to follow the manufacturer's operating or safety instructions may affect your eligibility for warranty support, subject to applicable law.
We are not responsible for consequential losses such as loss of food or medicine, business interruption, lost data, lost profit, or third-party labour/rental/accommodation costs, except to the extent applicable law does not allow this exclusion (see Section 17).
14. Fraudulent or False Claims
All claims submitted to us must be truthful and supported by genuine evidence where requested. We may decline a claim and pursue any remedy available under applicable law where there are reasonable grounds to believe a claim involves false information, fabricated or altered evidence, intentional damage, substituted components, tampered serial numbers, or post-delivery damage misrepresented as a transit or manufacturing defect.
15. Intellectual Property and User Content
All content on our Services including our name, logo, branding, website design, product descriptions, photos, videos, and software is owned by or licensed to Kaka Home and protected under applicable intellectual property law. You may use the Services for personal, lawful, non-commercial purposes only; you may not copy, scrape, republish, or commercially exploit our content, or use bots/AI tools to extract it, without our written consent.
If you submit reviews, photos, or other content, you confirm it is accurate, lawfully yours to share, and not infringing or unlawful, and you grant us a worldwide, royalty-free, perpetual licence to use, reproduce, and publish it for our business and marketing purposes. We may moderate, edit, or remove content that is false, abusive, infringing, or otherwise inappropriate, without an obligation to monitor all submissions.
16. Third-Party Services, Availability, and Communications
Our Services may rely on third-party payment gateways, couriers, financing partners, manufacturers, and analytics providers, each governed by their own terms; we do not control and are not responsible for their performance, availability, or content, and links to third-party sites do not imply endorsement.
We aim to keep our website available but do not guarantee uninterrupted or error-free operation, and are not liable for outages caused by maintenance, technical failure, cyber incidents, or events beyond our control.
By interacting with us electronically, you consent to receive order, delivery, payment, warranty, and policy-related communications by email, SMS, WhatsApp, phone, or website notification, which satisfy any legal requirement for written communication where permitted by law. How we handle your personal information is governed by our Privacy Policy.
17. Disclaimers, Limitation of Liability, and Force Majeure
Disclaimer. Except as expressly stated in these Terms, the applicable manufacturer warranty, or required by law, our Services and Products are provided "as is" and "as available," without a guarantee of uninterrupted operation, error-free content, or that a product will match a customer's personal expectations beyond the manufacturer's published specification.
Limitation of liability. To the fullest extent permitted by Pakistani law, our total liability for any claim relating to a purchase or use of the Services is limited to the price actually paid for the specific product giving rise to the claim. We are not liable for indirect, incidental, or consequential loss including lost profit, business interruption, lost data, food/medicine spoilage, or third-party rental, labour, or accommodation costs. Nothing in this section excludes liability that cannot lawfully be excluded under applicable law, including fraud, or your rights under applicable consumer protection legislation.
Force majeure. We are not liable for any delay or failure to perform caused by circumstances beyond our reasonable control including natural disasters, epidemics, government action, customs or import restrictions, supplier shortages, strikes, cyberattacks, or utility/internet failures — and will make reasonable efforts to minimise the impact where practical.
18. Indemnity
To the fullest extent permitted by law, you agree to indemnify and hold harmless Kaka Home, its directors, officers, employees, and Authorised Service Providers against any claim, loss, or expense (including reasonable legal costs) arising from your breach of these Terms, misuse of the Services, violation of applicable law, negligence, or infringement of a third party's rights. This clause survives termination of these Terms.
19. Governing Law and Disputes
These Terms are governed by the laws of the Islamic Republic of Pakistan. Both parties should first attempt to resolve a dispute in good faith through our Customer Support channels. Failing resolution, and subject to any non-excludable right to approach a Consumer Court in your own district under applicable consumer protection law, the courts at Lahore, Pakistan shall have exclusive jurisdiction.
20. General
Entire agreement. These Terms, together with our Privacy Policy, Shipping Policy, and Exchange, Return, Refund, Cancellation & Warranty Policy, form the entire agreement between you and Kaka Home regarding use of the Services, superseding any prior understanding on the same subject.
Changes. We may update these Terms, our policies, pricing, or Product offerings at any time, including to reflect legal, supply, or operational changes. Updates apply from the date published on our website and do not affect orders already accepted, except where required by law or these Terms (e.g., pricing errors, force majeure). Continued use of our Services after an update constitutes acceptance of it.
Severability. If any provision is found unlawful or unenforceable, it will be enforced to the maximum extent permitted, and the remaining provisions continue in effect.
No waiver. Our failure to enforce a provision is not a waiver of it; a waiver is effective only if made in writing by an authorised Kaka Home representative.
21. Contact Us
Kaka Home
Website: https://kaka.pk/
Email: info@kaka.pk
Phone: +92 300 0308025
Business Address:
Ground Floor, 11 Commercial Area,
Cavalry Ground, Lahore 54810,
Pakistan
