Refund Policy

1. Overview

This Refund Policy applies to all purchases made on sandy.com.pk. By placing an order, you agree to the terms set out in this policy.

2. Physical Products

We accept returns on physical products under the following conditions:

• Return request must be made within 14 days of the delivery date.
• The item must be unused and in its original packaging.
• All accessories and documentation originally included must be returned.
• Items showing signs of use, damage, or tampering will not be accepted for return.

Once we receive and inspect the returned item, we will process your refund within 5-7 working days to your original payment method or via bank transfer.

3. Digital / Non-returnable items

Some items may be marked as non-returnable (for example opened hygiene products or digital goods). These will be stated on the product page.

4. Faulty or Damaged Items

If you receive a faulty or damaged item, please contact us immediately (within 48 hours of delivery) with:

• Your Order ID
• A clear description of the fault or damage
• Photos or video evidence of the issue

We will offer one of the following resolutions at no additional cost to you:

• Replacement — we will send a replacement item.
• Full refund — a complete refund including any delivery charges paid.

We will cover return postage costs for faulty or damaged items.

5. How to Return an Item

To initiate a return, please follow these steps:

• Contact us via WhatsApp (+923334800181) or email (info@sandy.com.pk) with your Order ID and reason for return.
• Wait for our team to confirm your return request and provide return instructions.
• Package the item securely in its original packaging.
• Send the item to the address provided by our team.
• Share your tracking number with us once posted.

Please do not send items back without contacting us first — unrequested returns cannot be processed.

6. Refund Timing

Once your return has been received and approved:

• Refunds are processed within 5-7 working days.
• Refunds will be made via the original payment method or a Pakistani bank / wallet transfer.
• We will notify you by email or WhatsApp once the refund has been processed.

7. Exceptions

The following items and situations are not eligible for a refund:

• Items marked as non-returnable on the product page.
• Physical products returned after the 14-day window.
• Items that have been used, damaged by the customer, or returned without original packaging.
• Orders where the customer provided incorrect delivery details.
• Issues caused by incompatible third-party software or misuse of the product.

8. Contact Us

If you have any questions about our refund policy or wish to initiate a return, please get in touch:

We aim to respond to all refund and return enquiries within 24 hours during business hours.