OFFICIAL CUSTOMER DOCUMENT

Refund & Cancellation Policy

How orders are cancelled, how problems are reported, and how an approved claim is resolved.

Effective date: 26 September 2026

Last updated: 26 September 2026

Payment: Cash on Delivery (COD)

Read with the KCM Terms & Conditions, the KCM Delivery Policy and the KCM Privacy Policy.

1. The KCM digital platform

KCM operates through two connected web properties of the same digital commerce platform. They are not two separate businesses.

The main website includes a prominent SHOP NOW button. When a customer selects SHOP NOW, they open shop.khybercitymall.pk to browse products, select their branch, add products to the cart, check out, place orders and track deliveries.

Customers may also shop through the KCM Customer App. Deliveries are carried out through the KCM Rider App by a KCM Delivery Rider. Branch operations, catalogue, inventory, order confirmation and rider assignment are managed in the KCM Admin / Management Panel.

2. Purpose

This Policy explains when a KCM order can be cancelled, how unavailable products are handled, what to do if an order has a problem, and how an approved replacement, refund or other remedy is handled. It applies to orders placed through the KCM Customer App and the E-commerce Web Application, fulfilled by the Mardan or Swabi branch with support from the KCM Rider App and the KCM Admin / Management Panel.

Cash on Delivery is the only active payment method. Card, wallet, Easypaisa and JazzCash are not active checkout options. Because payment is taken when the order is delivered, a cancellation or failed delivery before handoff does not normally involve a money refund.

3. Order stages

4. Cancellation by the customer

You may cancel an order within 2 minutes of placing it, while the order is still in Pending status. Once the order is confirmed, or once processing, rider assignment, pickup or active delivery has started, normal cancellation is not available.

After the 2-minute Pending window has closed, you may contact KCM support if there is an exceptional circumstance. KCM may review the request. Late cancellation is not guaranteed once fulfilment or delivery has begun.

A valid cancellation before delivery does not normally require a financial refund, because KCM has not collected the COD payment.

5. Cancellation by KCM

KCM may cancel an order where it cannot reasonably be fulfilled, including where:

• One or more products are unavailable and the remaining order cannot reasonably be completed.
• The selected branch cannot fulfil the order, or the branch has paused online ordering.
• The address is outside an enabled service area, or is incomplete or cannot reasonably be located.
• The order is below the minimum order value of PKR 500.
• Weather, road conditions or another significant delivery condition prevents safe fulfilment.
• A reasonable security or fraud concern requires the order to be stopped.

KCM will tell you promptly. For a COD order cancelled before payment, there is no amount to refund.

6. Unavailable products

Stock can change between ordering and picking. If an item is unavailable, KCM may remove it and adjust the amount due, or cancel the order where fulfilment is no longer practical.

7. Claims after delivery

If a delivered order has a genuine problem, contact the branch that served the order as soon as you can. Provide the order reference, your registered phone number, a short description, and photographs or other information KCM reasonably asks for.

Perishable products, including fresh produce, dairy, frozen products and other temperature-sensitive items, should be reported within 24 hours of delivery.

Non-perishable products should be reported within 7 calendar days of delivery.

These reporting times support prompt verification. They are not intended to remove a legal right that cannot lawfully be excluded.

8. Grocery returns

Grocery and everyday items are generally not accepted back after delivery because of a change of mind, especially where a product is perishable, opened or no longer in saleable condition. A genuine issue in the categories above is still eligible for review inside the reporting time for that product.

9. How an approved claim is resolved

KCM does not currently operate an online refund for card, wallet, Easypaisa or JazzCash, because those methods are not active. An approved COD claim is handled as follows.

KCM will tell you which remedy has been provided. Replacement, refund or restitution, store credit, and a coupon or voucher are separate. A coupon or voucher is not a cash refund.

10. Failed delivery and one reschedule

You should provide an accurate text address, including a landmark where helpful, and remain reachable. KCM does not store GPS coordinates for a saved customer address.

If delivery cannot be completed, KCM will attempt to contact you, record the reason, reschedule once if operationally possible, and otherwise mark the order as failed or undelivered.

If you are unavailable at the time of delivery, you may request one rescheduled delivery, subject to availability.

If delivery does not occur, COD payment is not collected. This includes a customer who cannot be reached, an address that cannot be used, a refusal of a valid order, or COD payment that is not available at handoff. A refusal that is based on a genuine product issue is handled under the claim process.

11. Address changes

You may change the delivery address before order confirmation. After confirmation, a change of delivery address is not part of the normal order process. KCM will re-check that a new address, if accepted before confirmation, is inside an enabled service area.

12. Your responsibilities

• Place an order of at least PKR 500.
• Provide a complete address and a working phone number.
• Remain reachable, or request the one available reschedule if you will be unavailable.
• Provide the delivery OTP when the order is actually handed over.
• Have the COD amount available for an order that is delivered.
• Check perishable items promptly and report a genuine issue inside the applicable time.
• Give truthful information. Treat KCM staff and the KCM Delivery Rider respectfully.

13. Repeated refusal, fraud and abuse

KCM may review repeated cancellation, repeated refusal of a valid order, false claims, false information, or abusive behaviour. A first or isolated event is handled through normal support. Repeated unjustified refusal or a suspicious claim may lead to additional verification or a proportionate account restriction. A serious or repeated fraud concern may lead to a stronger restriction after review. A restriction is not a substitute for a lawful consumer remedy.

14. Support

For a company or general question, email info@khybercitymall.pk. For an order issue, contact the branch that fulfilled the order. Include the order reference and registered phone number.

15. Service areas

Delivery charges are distance-based and are shown before you place the order. Free delivery applies to orders of PKR 2,000 or above. The estimated delivery time is 30–40 minutes and may vary because of traffic, weather, order volume, rider availability, branch workload and other operational conditions. Full delivery rules are in the KCM Delivery Policy.

16. Future payment methods

Card, wallet, Easypaisa and JazzCash are not active. If KCM later enables a digital payment method, KCM will publish the refund treatment for that method before it is offered at checkout. Until then, this Policy governs COD orders only.

17. Legal note

This document is published for customers, banking and merchant review, and official KCM business use. Final legal compliance remains subject to review by qualified Pakistani legal counsel. Nothing in this document removes a consumer right or remedy that cannot lawfully be excluded under the law of Pakistan.