Refund Policy

Refund Policy

Last updated: Sep 17, 2026

At My Sooper Store, we want our customers to have a smooth and satisfactory shopping experience. Please read the following Refund and Return Policy carefully before placing your order.

1. Order Cancellation

You may request to cancel your order before it has been shipped.

  • Please contact us within 12 hours of placing your order at mysooperstoree@gmail.com.
  • We may also confirm your order by phone before processing it.
  • Once your order has entered the packaging or shipping process, it cannot be cancelled.

2. Delivery Time

Our standard delivery time is up to 7 days after the order has been processed and shipped.

Processing may take approximately 2–5 business days, after which the order will be dispatched for delivery.

Delivery times may occasionally be affected by courier delays, weather, holidays, remote locations, or other circumstances beyond our control.

3. Refunds and Replacements

We aim to provide products in good condition and as described on our store.

A refund or replacement may be available if:

  • You do not receive your prepaid order within the stated delivery period due to an issue attributable to us or our delivery process.
  • You receive a wrong, damaged, or faulty product.
  • The product received is materially different from the product you ordered.

For damaged, wrong, or faulty products, you must contact us within 48 hours of receiving the parcel.

4. Unboxing Video Requirement

For damaged, broken, or incorrect products, an unboxing video is required.

The video must:

  • Start before opening the parcel.
  • Clearly show the package and shipping label.
  • Show the parcel being opened continuously.
  • Clearly show the condition of the product immediately after opening.

If there is no proper unboxing video showing the condition of the parcel and product at the time of opening, the return, replacement, or refund request may not be accepted.

5. Return of Products

If a return is approved by My Sooper Store, the product must be returned in its original condition, including the original box, packaging, accessories, and other included items where applicable.

For an approved return due to a wrong, damaged, or faulty product, the return shipping cost will be covered by the seller (My Sooper Store).

Customers should contact us before sending any product back. Do not ship a product to a return address without receiving confirmation from us.

6. Used or Damaged-by-Customer Products

Products that have been used, consumed, altered, washed, damaged, or otherwise handled beyond reasonable inspection will generally not be eligible for return or refund.

If a customer uses the product and then requests to return it simply because they no longer want it, the return will not be accepted.

Products must be returned in the same condition in which they were received, except where the return is being made because the product itself was defective or damaged upon delivery.

This policy is subject to any rights that cannot legally be excluded under applicable law.

7. Refund Processing

Once the returned product has been received and inspected, we will confirm whether the refund or replacement is approved.

If approved:

  • Refunds will normally be processed within 3–5 business days after receiving and inspecting the returned product.
  • Refunds will generally be made through bank transfer.
  • Customers may be asked to provide accurate bank/payment details for processing the refund.

8. Non-Eligible Refunds

A refund or return may not be accepted where:

  • The customer simply changes their mind after receiving the product.
  • The product has been used or consumed.
  • The product has been intentionally or accidentally damaged by the customer.
  • The product is returned without prior approval from My Sooper Store.
  • The required unboxing video is not available for a damage/incorrect-product claim.
  • The product is missing its original packaging, accessories, or parts, where applicable.
  • The return request is made outside the applicable reporting period.

9. Contact Us

For cancellation, return, replacement, or refund requests, please contact us at:

My Sooper Store
Email: mysooperstoree@gmail.com
Location: Lahore, Pakistan

Please include your order number, a description of the issue, and relevant photos/video when contacting us.