Return and Refund Policy

Last Updated: 8 August 2026

At Khelo Bacho, we stand behind every product we ship. If something isn't right, we'll make it right — quickly and without hassle.

Our 7 Day Money Back Guarantee

If your order arrives damaged, broken, defective, or incorrect, you are entitled to a full or partial refund depending on the situation. No store credits, no vouchers — your money back. All claims must be submitted within 7 days of receiving your order.

What Is Covered

Damaged or Broken Products
If any figure, brush, or paint strip arrives cracked, chipped, shattered, or unusable due to transit damage, you will receive a full refund for the damaged items. If your entire order is damaged, you will receive a complete refund.

Defective Products
If a figure has a manufacturing defect — missing sections, deformed shape, or a surface too rough to paint — that qualifies for a refund. Normal handcrafted variations such as minor texture differences or slight size variations are not considered defects.

Wrong Order Received
If you placed a Custom Order and received figures different from what you selected, contact us within 7 days with a photo of the items received. We will either send the correct figures at no additional cost or issue a full refund. This applies to Custom Packs only — Random Packs are surprise assortments by nature and are not eligible for wrong-order claims.

Missing Items
If any item is missing from your order — fewer figures than ordered, no brush, no paint strip — contact us within 7 days. We will verify against our packing records and either ship the missing item or refund its value.

Partial Damage
If only some items in your order arrive damaged while the rest are intact, the refund applies only to the damaged items — not the entire order.

What Is Not Covered

We do not offer refunds or returns in the following cases:

Change of mind after delivery
Dissatisfaction with figure selection in Random Packs (these are surprise assortments by design)
Colour preference — you expected a different shade or finish
Minor cosmetic imperfections natural to handcrafted items (small surface marks, slight size or texture variation)
Damage caused by the customer after delivery — dropping, crushing, improper storage, water exposure
Products where paint has already been applied by the customer (unless the claim is about a defect that was present before painting)
Kits that have been opened and used, where the complaint is not about damage or defect

Conditions for Refund — Video Proof Required

To ensure every claim is fair and genuine, we require an unboxing video as proof. This protects both you and us. Please read the following requirements carefully — claims submitted without valid video proof cannot be processed.

Video Requirement
You must record a complete, unedited video of yourself opening the parcel from the very beginning. The video must start before the parcel is opened — showing the sealed, intact packaging — and continue without interruption until all items inside have been fully unpacked and visible on camera.

What Makes a Video Acceptable

Video begins with the sealed parcel clearly visible — packaging tape, courier label, and wrapping intact
The parcel is opened on camera from start to finish without any cuts or pauses
All items are removed from the packaging one by one and shown clearly
Any damage, defect, or missing item is visible in the video
The video is one continuous recording — no edits, no splicing, no separate clips joined together
Reasonable lighting where the product condition is clearly visible

What Will Not Be Accepted

Video that starts after the parcel has already been opened, partially opened, or unwrapped
Video where the seal or packaging tape is already broken before recording begins
Edited, cut, trimmed, or spliced footage — any video that is not one continuous recording
Video with sections missing, blurred, covered, or obstructed at key moments
Photos only — photos alone are not sufficient for damage or missing item claims. A complete unboxing video is mandatory
Videos recorded significantly after delivery (for example, days later with items already removed from packaging)
Screen recordings or recordings of previously recorded videos

Why Do We Require This?

This policy exists to protect genuine customers. Unboxing videos are the industry-standard method for verifying transit damage and ensuring that every claim is handled fairly. We process hundreds of orders and take every claim seriously — a clear, unedited video allows us to verify and approve your refund as quickly as possible, usually within 24–48 hours.

How to Submit a Refund Request

Email: khelobacho.pk@gmail.com

Include the following in your message:

Your order number or name
A brief description of the issue (damaged, wrong order, missing item)
Your unboxing video

We aim to respond within 24 hours.

How Refunds Are Processed

Refunds are issued through the same payment method used for the original purchase:

COD orders — refunded via JazzCash, EasyPaisa, or Bank Transfer (we'll ask for your preferred account)
JazzCash — refunded to the same JazzCash account
EasyPaisa — refunded to the same EasyPaisa account
Bank Transfer — refunded to the same bank account

Refund requests are reviewed within 24–48 hours. Approved refunds are processed within 3–5 business days. Actual receipt of funds may take an additional 1–3 business days depending on your bank or mobile wallet provider.

Exchanges

We currently do not offer direct exchanges. If your product qualifies for a refund under this policy, we will process the refund, and you are welcome to place a new order.

Order Cancellations

You may cancel your order before it has been dispatched by contacting us at khelobacho.pk@gmail.com or via WhatsApp. Once an order has been handed over to our courier partner, it cannot be cancelled, and the standard delivery and return policies will apply.