Refunds and store credit

When a refund is prepared

• Returns: after the shop has received and checked the item. Items the shop finds were not as you described may not be refunded; you are told which.
• Claims: when support decides the claim in your favour.
• Cancellations: you paid nothing, so nothing is refunded — except store credit you used, which goes straight back to your store credit.

How you are paid

Because you paid in cash, a refund is a payment back to you. It can be made:

• as store credit on your Karwaan account. It is never spent on its own: choose store credit as the payment method at checkout, and it pays for a whole order when your balance covers the full total (see this article);
• by hawala, collected at a named office;
• by bank transfer;
• in cash at a named counter.

You are told the method, where to collect and, once it is sent, a reference number. If the money has not arrived, give that reference to support.

Return trip charges

If you returned an item for a reason that was not the shop's fault, the cost of collecting it is taken off the refund. It is never more than the refund itself.