At a glance

Situation	What happens
Online order, not yet dispatched	Cancel free of charge
Online order, already dispatched	Can't be cancelled. Return it under the return rules once delivered
Return or exchange window	7 days from the invoice date, or 30 days with the extended return add-on
Damaged, missing or wrong item in a parcel	Report within 48 hours of delivery, with an unboxing video
PPF, wrap, tint, detailing or fitting booking	Reschedule free with at least 24 hours' notice
Service already started	Non-refundable
Car-care products, seasonal items, lights, conversions, LED bulbs without the warranty add-on	No returns, exchanges or refunds
Approved refunds	Paid within 14 working days, by the original payment method or as store credit

1.Cancelling an online order

1. 1.1You can cancel an order placed on our website, by phone or on WhatsApp free of charge at any time before it is dispatched. Call us on 0311-1222357 or email sales@sehgalmotors.pk with your order number as soon as possible, because orders are often packed and handed to the courier on the same day.
2. 1.2If you paid in advance, the full amount is refunded under section 9.
3. 1.3Once an order has been dispatched, it can't be cancelled. You can return it after delivery under section 5, if the product is returnable.
4. 1.4Products ordered, cut or made specially for your vehicle can't be cancelled once we have placed the order with the supplier or started cutting or preparing them.

2.Cash on delivery orders

1. 2.1If you want to cancel a cash on delivery (COD) order, tell us before it is dispatched rather than refusing it at the door.
2. 2.2If a COD order is refused on delivery without a valid reason, such as the parcel being visibly damaged or the wrong item, we may charge the delivery and return costs on your next order and may stop offering COD to you.

3.Purchases at our branches

1. 3.1A purchase at a branch is complete once you have paid at the counter and received your computerised invoice. After that, it can't be cancelled, but returnable products can be returned or exchanged within the return window in section 5.
2. 3.2Please check that the products match your invoice, in model, colour, quantity and condition, before you leave the counter.

4.Cancelling a service booking

This applies to bookings for PPF, coloured PPF, wraps, tint, detailing, polishing, coatings and installation.

1. 4.1You can reschedule or cancel a booking free of charge by telling us at least 24 hours before the booked time.
2. 4.2If you cancel with less notice, or don't arrive without telling us, the slot is lost, and any advance payment may be kept to cover the reserved studio time, staff and materials.
3. 4.3Film, parts or products ordered, cut or prepared specially for your car can't be cancelled once ordered or cut, and their cost is payable in full.
4. 4.4Once work on your car has started, the service can't be cancelled or refunded.
5. 4.5If we have to move your booking because a studio can't operate, we'll offer you the next available slot, or refund your advance if you prefer.

5.Returns and exchanges

1. 5.1Time limit. Returns and exchanges are accepted within 7 calendar days of the invoice date. If you bought the extended return add-on with your order, the window is 30 calendar days. After that, no return, exchange or refund is possible, except where the law requires it.
2. 5.2Condition. The product must be unused and not fitted, complete with all its parts, accessories, manuals and free gifts, and in its original, undamaged packaging, together with the original invoice.
3. 5.3Inspection. Every returned product is inspected before a return is approved. A product that doesn't meet these conditions will be sent back to you, or kept for you to collect.
4. 5.4Online returns. Contact us before sending anything back, and we'll tell you where and how to send it. If the return isn't because of our mistake, the return delivery cost is yours.
5. 5.5Exchanges are for the same product in a different size, colour or variant, or for a different product, subject to stock. Any price difference is paid or refunded at the time of exchange.

6.Products that can't be returned

The following can't be returned, exchanged or refunded:

• car-care products, including shampoos, polishes, waxes, compounds, sealants, coatings, cleaners, dressings and all other chemicals and fluids, whether opened or not;
• car perfumes and air fresheners;
• cloths, microfibres, applicators, sponges, brushes and other consumables;
• seasonal products, such as snow chains;
• headlights, back lights and tail lights, and conversions of any kind, including lighting, facelift and body-kit conversions;
• LED bulbs, unless the optional LED warranty add-on was bought;
• electronic and electrical items once opened, fitted, powered on or used;
• any product that has been fitted, cut, stuck on, drilled or modified;
• products ordered, cut or made specially for your vehicle;
• any product used without following its instructions;
• clearance and sale items marked as non-returnable, and anything marked "No warranty" or "Non-returnable" on its product page, shelf label or invoice.

7.Damaged, missing or wrong items

1. 7.1If an online order arrives damaged, incomplete or with the wrong item, report it within 48 hours of delivery to sales@sehgalmotors.pk or on WhatsApp 0311-1222357.
2. 7.2You must send a continuous, unedited unboxing video that starts with the sealed parcel and its label clearly visible. Without it, we can't accept the claim.
3. 7.3Claims for items damaged or lost in transit are accepted only where insured shipping was bought, and claims for broken fragile items only where the extra safe box was bought. A wrong or missing item that was our packing mistake is put right whether or not you bought an add-on.

8.Faulty products

A product with a manufacturing defect is handled under its warranty, not as a return. Most products carry a 7-day warranty from the invoice date, and some carry no warranty at all. The full rules are in section 10 of our Terms & Conditions.

9.Refunds

1. 9.1Approved refunds are paid within 14 working days of approval.
2. 9.2Refunds go back by the method you paid with: card payments to the same card, bank transfers to the account they came from, and cash payments in cash at the branch or by bank transfer to an account in the buyer's name. You can choose store credit instead if you prefer.
3. 9.3The original delivery charge is refunded only where the return is because of our mistake. Add-on fees, such as insured shipping, the extra safe box and the extended return add-on, are not refunded once the order has been dispatched or the sale completed.
4. 9.4If a product came with a free gift, the gift must be returned too, or its value will be deducted from the refund.
5. 9.5We never pay refunds into a third party's account or a staff member's account, and we never ask for your card PIN or OTP to process a refund.

10.Orders we cancel

We may cancel an order, and refund anything you paid in full, if the product is out of stock, the price or description was wrong because of an error, we can't verify the order, we can't deliver to your area, or we suspect fraud, abuse or resale.

11.How to make a request

Phone	0311-1222357 (answered by our team)
Email	sales@sehgalmotors.pk
WhatsApp	0311-1222357 (answered by our AI assistant, saved for our team)
In person	Any SehgalMotors.pk branch, with your invoice

Please include your order or invoice number, the product, and photos or video where relevant. For anything time-sensitive, such as a damaged parcel or a booking cancellation, call or email so a person confirms they have received it.