Refund & Return Policy
Last Updated: 3 June 2026
⚠️ Important Note for B2B Sourcing
As a B2B sourcing platform connecting Pakistan buyers with Chinese suppliers, our refund policy differs from standard retail returns. Please read carefully as sourcing and custom orders have different terms.
1. Order Types & Their Policies
Product Orders (From Our Catalog)
Cancellation allowed within 24 hours of order placement. After 24 hours, orders are confirmed with suppliers and cannot be cancelled.
1688 Sourcing Orders
Cannot be cancelled once the supplier has been contacted and quotation confirmed. No refunds for custom/sourced products.
Quote Orders (Shipping Only)
Shipping quotes can be cancelled before payment. After payment, refunds subject to shipping schedule.
Manual Orders
Terms negotiated per order. Refer to your order agreement for specific terms.
2. Cancellation Policy
Free Cancellation
Within 24 hours of order placement for product orders (before supplier confirmation).
Partial Cancellation
After 24 hours but before shipping - may incur supplier cancellation fees (typically 10-30% of order value).
No Cancellation
After supplier has confirmed and processed the order. Custom/sourced products cannot be cancelled.
3. Refund Policy
| Situation | Refund Eligibility | Processing Time |
|---|---|---|
| Order cancelled within 24 hours | 100% Refund | 3-5 business days |
| Order cancelled after supplier confirmation | Partial (minus supplier fees) | 7-14 business days |
| Product damaged during shipping | Case-by-case (with proof) | 14-21 business days |
| Wrong product received | Full refund or replacement | 7-14 business days |
| Custom/sourced product issues | No refund (supplier dependent) | N/A |
4. How to Request a Return/Refund
Contact Support Within 7 Days
Email us at returns@sourcingagent.pk with your order number and issue details.
Provide Evidence
Include clear photos/videos showing the issue (damage, wrong product, quality problem).
Wait for Review
Our team will review your case within 2-3 business days and contact you with resolution.
Return Shipment (If Applicable)
If return is approved, we will provide return shipping instructions. Return shipping costs may be customer's responsibility unless error was on our end.
5. Non-Refundable Items
- Custom-made or personalized products
- Products sourced specifically from 1688 suppliers
- Digital products or services (quotes, sourcing fees)
- Shipping and handling fees (except for damaged items)
- Items damaged due to improper use or storage
- Products returned without original packaging
- Items returned after 30 days of delivery
6. Shipping Damages
If your order arrives damaged, please:
- Take clear photos of the damage and packaging
- Contact us within 48 hours of delivery
- Keep all original packaging for inspection
We will file a claim with our shipping partner and work to resolve the issue promptly.
7. Dispute Resolution
If you are not satisfied with our refund decision, you may escalate the issue by:
- Requesting a formal review by our management team
- Filing a dispute through your payment provider (within 60 days)
- Contacting consumer protection authorities in Pakistan
8. Contact Us About Returns
📧 Email: returns@sourcingagent.pk
💬 WhatsApp: +92 300 1234567
📞 Phone: +92 21 34567890
📍 Address: Karachi, Pakistan
Please have your order number ready when contacting support about returns.