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Refund and Return Policy

Last Updated: 2026 January 27

WUCOJE is committed to your complete satisfaction. This policy clearly defines our refund, return, product exchange and warranty procedures, in accordance with Pakistani consumer protection regulations.

1. Contact Information for Returns

Company: WUCOJE

Returns Email: contact (at) wucoje.icu

Phone: +92 42 3751 8920

Address: Office 304, Civic Center Plaza, Johar Town, Lahore, Punjab 54000, Pakistan

Customer Service Hours: Monday - Friday, 09:00 - 18:00

2. Eligibility Period and Conditions

Standard Period

30 Calendar Days

To request a full refund from the date of product receipt or service contract.

Product Exchange

45 Calendar Days

For exchange of size, color or different model of the same product.

Defective Products

90 Calendar Days

For products with manufacturing defects or not working according to specifications.

Digital Services

7 Calendar Days

For digital services that have not been fully downloaded or used.

3. Return Conditions

Mandatory Requirements:

Product Condition:

  • Unused (with exception of basic testing)
  • In original packaging
  • With all original tags
  • With all accessories
  • Manuals and guides included

Required Documents:

  • Original invoice or receipt
  • Order number
  • Completed return form
  • Buyer identification
  • Photos (in case of defects, if applicable)

4. Non-Returnable Products

The following products cannot be returned, except for manufacturing defects:

  • Personalized or custom-made products
  • Personal hygiene products (cosmetics, perfumes)
  • Underwear and swimwear
  • Perishable or expiry date products
  • Downloaded software or used digital codes
  • Gift cards or promotional vouchers
  • Clearance items (final sale)
  • Products damaged due to improper use

5. Step-by-Step Return Process

1 Initial Request

Contact our returns department:

  • Email: contact (at) wucoje.icu
  • Phone: +92 42 3751 8920
  • Online chat (during office hours)

Response Time: 24-48 hours

2 Evaluation

Our team will evaluate your request and provide:

  • Return Authorization Number (RMA)
  • Shipping instructions
  • Prepaid shipping label (if applicable)
  • Return form

3 Sending Product

Send the product according to instructions:

  • Safe and proper packaging
  • Include all required documents
  • Use insured shipping label
  • Keep tracking number

4 Processing

After product receipt:

  • Complete inspection (1-3 business days)
  • Approval status notification
  • Refund processing
  • Final confirmation via email

6. Refund Methods and Timing

Original Payment Method Refund Method Processing Time Cost
Credit/Debit Card Same card 5-10 business days Free
Digital Wallet Same digital wallet 1-3 business days Free
Bank Transfer Same bank account 3-7 business days Free
Cash (in store) Cash or store credit Immediate Free
Cash on Delivery Bank transfer 5-7 business days Free

7. Shipping Cost and Responsibility

We bear the cost when:

  • Defective product
  • Wrong product sent
  • Product arrived damaged
  • Error in product description
  • Purchase over PKR 10,000

Customer bears the cost when:

  • Change of mind
  • Customer wrong order
  • Product does not meet expectations
  • Purchase under PKR 10,000
  • Promotional or discounted products

8. Category-Specific Warranty

Electronics

Warranty: 12 months

Covers: Manufacturing defects, functional malfunctions

Does not cover: Improper use, liquid damage

Clothing and Footwear

Warranty: 6 months

Covers: Stitching defects, material defects

Does not cover: Normal wear, improper care

Home and Furniture

Warranty: 24 months

Covers: Structural defects, material defects

Does not cover: Normal wear, improper use

9. Dispute Resolution

Escalation Process:

  1. Direct Contact: Contact our customer service team
  2. Supervisor: If not satisfied, request to speak with supervisor
  3. Management: Escalate complex cases to management level
  4. Consumer Protection: Right to file complaint with Consumer Protection Authority
  5. Arbitration: Court arbitration process

Consumer Protection Contact:

Helpline: 0800-00-786 | Website: ccp.gov.pk

10. Special Cases and Exceptions

Special Considerations:

  • Seasonal products: Extended period until end of season
  • High value products (PKR 100,000+): Case-by-case evaluation
  • Corporate purchases: Special terms according to contract
  • Imported products: Extended time due to international logistics
  • Special offers: Specific terms may apply

11. Policy Updates

This policy may be updated to reflect changes in products, services or applicable laws.

Notice of Changes:

  • Minor changes: Publication on website
  • Significant changes: Email notification
  • Changes in terms: 30 days prior notice

12. Contact and Support

Returns Department:

  • Email: contact (at) wucoje.icu
  • Direct Phone: +92 42 3751 8920
  • WhatsApp: +92 42 3751 8920
  • Online Chat: Available on website

Customer Service Hours:

  • Monday - Friday: 09:00 - 18:00
  • Saturday: 10:00 - 14:00
  • Sunday: Closed
  • Holidays: Special hours

Average Response Time: 24-48 hours for email queries, immediate for phone calls during office hours.

Legal Framework:

This policy is in compliance with the Pakistan Consumer Protection Act and related regulations. Your consumer rights are protected by law, regardless of the terms of this policy.