Debit/ Credit Card Policy

Return, Exchange & Payment Policy

At Apna Ugao, we strive to provide high-quality seeds, plants, gardening products, bouquets, and related items. Please read our policy carefully before placing an order.

Payment Verification

To ensure customer safety and prevent fraudulent transactions, Apna Ugao may request verification of the cardholder's identity for prepaid orders. In certain cases, customers may be asked to provide a valid CNIC or other identification before dispatch or at the time of delivery.

For prepaid orders above PKR 25,000, Apna Ugao reserves the right to request a valid CNIC copy from the customer for verification and record-keeping purposes.

Refund Policy

Due to the nature of our products, we generally do not offer cash refunds.

In special circumstances approved by our customer support team, customers may be issued online store credit equal to the purchase amount, excluding delivery charges.

If a product becomes unavailable after an order has been confirmed, the available items will be shipped and the customer will receive store credit or a refund (at Apna Ugao's discretion) for the unavailable product amount.

Exchange & Replacement Policy

To request an exchange or replacement, customers must provide proof of purchase, including the original order number, invoice, or receipt.

Conditions for Exchange or Replacement

  • Requests must be made within 7 days of receiving the order.

  • Products must be returned in their original packaging, where applicable.

  • Products must be unused and in resalable condition.

  • All original accessories, labels, and documentation must be included.

  • Exchange or replacement is subject to product availability.

Non-Returnable & Non-Exchangeable Items

The following items are not eligible for return, exchange, or replacement:

  • Opened seed packets.
  • Used gardening products.
  • Live plants that have been transplanted, repotted, or improperly cared for after delivery.
  • Personalized or custom-made products.
  • Gift cards or store credit vouchers.
  • Clearance, discounted, promotional, or sale items unless received damaged or defective.
  • Products damaged due to misuse, neglect, improper storage, or customer handling.

Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery and provide:

  • Order number.
  • Clear photographs of the product.
  • Description of the issue.

After verification, Apna Ugao may offer a replacement, store credit, or another suitable resolution.

Store Credit

Where approved, store credit may be issued instead of a refund. Store credit:

  • Is non-transferable.
  • Cannot be exchanged for cash.
  • Must be used on future purchases from Apna Ugao.
  • Cannot be refunded once issued.

Rejection of Claims

Apna Ugao reserves the right to reject any exchange, replacement, refund, or store credit request if:

  • The request is made outside the specified time period.
  • Proof of purchase is not provided.
  • The product has been used, altered, or damaged by the customer.
  • The product was previously replaced or exchanged.
  • Required information or evidence is not supplied.

Payment Processing Issues

If you make payment using a debit card, credit card, bank transfer, or any digital payment method and the payment appears deducted from your account but your order is not confirmed, please contact your bank or payment provider and notify our support team.

Apna Ugao is not responsible for banking or payment gateway delays beyond our control. Orders will only be processed once payment has been successfully received and verified.

Contact Us

For any questions regarding returns, exchanges, replacements, or payment verification, please contact our customer support team through:

Apna Ugao reserves the right to update or modify this policy at any time without prior notice.