Our refund policy allows you to exchange or refund a product in two cases:

1) The customer received a wrong product
• If a wrong product is delivered to the customer, we will get it picked up for free.
• Once the wrong product is received by us, We will dispatch the correct product or refund the amount within 7 working days. 

• The product should be unused and the packaging should not be damaged.
• The product should be sealed in its original product packaging.
• All supporting documentation such as receipt of purchase, price tags, labels, and warranty card as well as all accessories should be dispatched with the product.

2) The customer received the desired product but still wishes to exchange or avail refund
• In this case, the customer will dispatch us the product and bear the courier charges.
• The product should be unused and the packaging should not be damaged.
• The product should be sealed in its original product packaging.
• All supporting documentation such as receipt of purchase, price tags, labels, and warranty card as well as all accessories should be dispatched with the product.
• The refund request should be made within the first 7 days of receipt of the delivery package.
• We will expedite exchange or refund once we have received and inspected the product.
• Once the product is received by us, we will expedite exchange or refund.

3) The Customer receives damaged goods

• Customers may claim refund if they receive damaged goods however they must provide video proof of this.

• Customers are advised to make video while unwrapping and unboxing their product from delivery packaging. This video will be used as a proof that customer received damaged good.

• In case of Mobile Phones: Mobile Performance issues, refund, replacement, and repair services will be decided and given by the Aftersales department.

• If video proof is not provided or video is made after the product has been unboxed then customer will not be entitled to a refund.

• Refund / Return / Change of product purchased from POCO.pk will be only catered by POCO.pk team, not at any Mi Exclusive Store.