Effective date: 5 August 2026
This Policy applies to Desqpad products purchased directly from desqpad.com or an authorised Desqpad sales channel that expressly links to this Policy. Purchases from an independent marketplace or retailer are also subject to that seller’s stated process, without limiting rights available under law.
| Consumer rights: This Policy adds a clear service process; it does not remove any mandatory right or remedy available under applicable Pakistani consumer law. |
1. Cancelling before dispatch
You may request cancellation before the order is dispatched by contacting us with your order number and registered telephone number. Cancellation is complete only when we confirm it. If the order has already entered courier processing or been dispatched, it must be handled as a return. Any prepaid amount for a successfully cancelled order will be refunded through an available method.
2. Damaged, defective, incomplete or incorrect orders
Contact us as soon as possible if the parcel arrives damaged, the glass is cracked or chipped, an included item is missing, the product is materially defective, or you receive the wrong product or colour.
- For visible transit damage, missing contents or an incorrect item, contact us preferably within 48 hours of delivery so we can raise the matter promptly with the courier.
- For a manufacturing defect not reasonably visible during the first inspection, contact us within 7 calendar days of delivery or within any longer mandatory period required by applicable law.
- Do not continue using a cracked, chipped or unsafe product. Retain the product, accessories, original packaging, shipping label and invoice or order confirmation until the claim is resolved.
We may request the order number, a description of the issue, and clear photographs or video of the product and packaging. We may arrange collection or ask you to return the item using an approved method. Evidence requirements will be applied reasonably; lack of an unboxing video alone will not automatically invalidate a genuine claim.
After verification, we will provide an appropriate remedy, which may be a replacement, repair where appropriate, missing component, price adjustment or refund. For confirmed damaged, defective, incomplete or incorrect orders, Desqpad will bear reasonable approved return or collection costs. Your remedy remains subject to any non-excludable choice or right under applicable law.
3. Change-of-mind returns
As a goodwill policy, you may request a change-of-mind return within 7 calendar days after delivery if all of the following conditions are met:
- The product is unused, unassembled where assembly affects resale, undamaged and in resaleable condition.
- All accessories, inserts, gifts and included cleaning items are returned complete.
- The original packaging is retained and is not materially damaged beyond what was reasonably necessary to inspect the product.
- You provide valid proof of purchase from Desqpad.
You are responsible for approved return shipping costs for a change-of-mind return, and the original delivery charge is not refundable unless required by law. Because the product contains glass, do not send it through an unapproved courier or without protective packaging. Desqpad is not responsible for return damage caused by inadequate packaging or an unauthorised return method.
4. Items not eligible under the change-of-mind policy
- A product that has been used, damaged, altered or handled beyond reasonable inspection.
- Damage caused after delivery by impact, misuse, improper placement, excessive weight, unsuitable markers or cleaners, abrasive materials, unauthorised modification, or failure to follow care instructions.
- Normal wear, minor cosmetic variation within reasonable manufacturing tolerance, or colour differences caused only by screen or lighting settings.
- A personalised, customised, final-sale or clearance item where the restriction was clearly disclosed before purchase, except where the item is defective, damaged, misdescribed or incorrect.
- Any return sent without prior contact or by a method that creates an unreasonable safety or breakage risk.
These exclusions apply only to change-of-mind returns. They do not remove rights relating to products that are defective, unsafe, damaged in transit, materially misdescribed or otherwise protected by applicable law.
5. Return process
- Contact ask@desqpad.com within the relevant period and provide your order number, name, registered telephone number and reason for the request.
- Wait for return instructions and, where applicable, a collection or return authorisation. Do not send a glass product without approved packaging and routing instructions.
- Pack the product securely with all components and include or reference the order details. Remove unrelated personal items from the storage compartment.
- Keep the return receipt or tracking record until the matter is resolved.
- We will inspect the returned item and notify you whether the return is approved, declined with reasons, or requires further information.
6. Refund method and timing
Approved refunds are issued to the original payment method where practicable. For cash-on-delivery orders, refunds may be made by bank transfer or supported mobile wallet after you provide accurate account details belonging to you or an authorised recipient. Desqpad is not responsible for delay caused by incorrect payment details.
We aim to initiate an approved refund within 7 business days after approval or receipt and inspection of the returned product, whichever is later. Banks, card networks and wallet providers may require additional processing time. We will refund approved product amounts and any delivery or return costs that applicable law or this Policy requires us to bear.
7. Replacements
Replacement is subject to stock availability. If the same product or colour is unavailable, we may offer a reasonable alternative, store credit only with your agreement, or a refund. A replacement product remains covered by this Policy and applicable law.
8. Refused and undeliverable parcels
If a prepaid parcel is returned because the address was incorrect, the recipient was unavailable after reasonable delivery attempts, or delivery was refused without a valid product-related reason, we may deduct reasonable delivery and return-to-origin charges from the refund where permitted by law. For cash-on-delivery orders, repeated unjustified refusals may lead to advance-payment requirements for future orders.