Refund / Return Policy

How returns and refunds work

This page explains the current FYS Mall policy. Review it before placing an order or submitting a request.

Currency: PKR

Delivery: Pakistan only

Support: support@fysmall.online

1. Return request windows

Electronics and gadget orders

Eligible products may be submitted for review within seven calendar days after recorded delivery. Missing products or included accessories should be reported within 48 hours. Submitting within the window does not guarantee approval; the reason, evidence, identity, and condition must meet this policy.

Reason	Eligibility	Request window
Damaged or defective on arrival	Eligible after review	Request within 7 days
Wrong product delivered	Eligible after review	Request within 7 days
Materially different from the product page	Eligible after review	Request within 7 days
Missing product or included accessory	Eligible after review	Report within 48 hours
Change of mind	Unopened eligible products only	Request within 7 days

2. Product condition and non-returnable cases

When a request may be declined

Damage caused after delivery by misuse, liquid, impact, incorrect voltage, neglect, or installation contrary to instructions.
Products modified, repaired, disassembled, tampered with, or carrying a serial or IMEI different from the dispatched product.
Devices with an activation lock, personal account, password, SIM, memory card, or customer data that prevents inspection.
Products missing original packaging, manuals, accessories, seals, tags, bundled gifts, or proof of purchase, unless the missing item is the reason for the claim.
Opened software, digital licence codes, downloadable goods, and consumables after use.
Opened hygiene-sensitive in-ear products unless defective, damaged, wrong, or protected by applicable law.
Products marked final sale or non-returnable, except where defective, damaged, wrong, or subject to a right that cannot be excluded.

3. How to return a product

Six-step return process

1Open a support request through Contact Us using the order ID and checkout email.
2Select or describe the return reason and identify the affected product.
3Attach clear photographs or video of the parcel, shipping label, product, serial or IMEI, accessories, and reported issue.
4Wait for approval and pickup or drop-off instructions. Do not send a product to our office without authorization.
5Remove personal accounts, passwords, SIMs, memory cards, and customer data, then pack the complete product securely.
6After receipt, we inspect the product and update the support ticket with the decision and next step.

Start a return request

4. Inspection and decision

What we check after receipt

Inspection may check the order identity, serial or IMEI, physical condition, completeness, activation state, and reported issue. Additional testing or manufacturer review may be required. Support will record the approved replacement, refund, further evidence request, or declined outcome in the ticket.

5. Refund route and provider timing

How approved refunds are returned

Refund processing begins after an approved return or cancellation. The provider's processing period begins after FYS Mall submits the refund. Weekends, public holidays, provider checks, and incorrect customer details may add time.

Original payment	Refund route	Typical provider time
JazzCash or Easypaisa	Original wallet where supported	Usually 3-14 business days after submission
Debit or credit card	Original card through the payment provider	Usually 7-14 business days after submission
Bank gateway or transfer	Original bank route where supported	Usually 3-14 business days after submission
Manual payment	Verified originating bank or wallet route where supported	Timing confirmed after refund approval

6. Delivery costs, replacement, and warranty

Available remedies

For an approved damaged, defective, wrong, or materially misdescribed product, FYS Mall bears reasonable return delivery costs. For an approved change-of-mind return, collection costs may be deducted after disclosure. Replacement depends on stock.

Warranty after the return window applies only where stated on the product page, packaging, or invoice. A warranty request may be referred to the stated manufacturer or service channel.

7. Refund or return disputes

Requesting another review

Reply to the existing support ticket with the order ID, decision, and new evidence. Keep the parcel, packaging, accessories, and proof until the case closes. This policy does not remove rights that cannot lawfully be excluded.

Last reviewed: September 1, 2026/Support contact: support@fysmall.online

Customer support

Support contact details: support@fysmall.online