Complaints Policy

If something has gone wrong with an order, a delivery, a payment, a refund or a store on MarkitMall, we want to hear about it and put it right. Every complaint is logged, given a reference, and handled by our support team until it is closed.

Making a complaint is free, and it never affects your account or future orders.

• •Online (fastest): sign in and raise a complaint from the Help & Support page. Choose the order it concerns and the type of problem — for example wrong item, damaged item, not delivered, or payment issue.
• •Email: support@markitmall.com
• •Phone: +92 325 1777167 — 24/7, including weekends and public holidays.
• •By post: Code Scrapper, 292 Eden Residencia, College Road, Lahore, Pakistan.

• •Your name and the email address or phone number on your MarkitMall account.
• •The order number (and, for a payment issue, the transaction reference from your bank, card or wallet if you have it).
• •What went wrong, and what you would like us to do about it.
• •Photos of the item and packaging, where the complaint is about a wrong, damaged or incomplete item.

• •Acknowledgement: within 24 hours, with your complaint reference.
• •Resolution: we aim to resolve every complaint within 7 business days of receiving it.
• •Payment and refund complaints: investigated within 3–5 business days, as they are reconciled with Safepay and your bank. Once a refund is approved, it is processed within 3–5 business days and normally reaches your card or account within 7–14 business days.
• •If a complaint needs longer — for example because we are waiting on a courier or bank — we will tell you why, give you a new date, and update you at least every 3 business days. No complaint is left open for more than 15 business days without a final response.
• •Business days are Monday to Saturday, excluding public holidays in Pakistan.

• •You can follow the status of your complaint on the Help & Support page — open, under review, resolved or rejected.
• •When we reach a decision we tell you what we found and what we will do: for example a replacement, an exchange, a refund, or a correction to your order.
• •If we cannot uphold your complaint, we explain the reason.

• •Reply to the same complaint and ask for it to be escalated, or email us with the word "Escalation" and your complaint reference in the subject line.
• •An escalated complaint is reviewed afresh by a senior member of our team, who sends a final response within 5 business days.

Stores on MarkitMall are independent sellers, but you do not need to deal with the seller yourself: complain to us and we handle it with the store, under the same timelines. Where a store is at fault we can refund you directly, and stores that repeatedly break our rules are suspended.

• •If you were charged but your order did not confirm, charged twice, or have not received a refund, raise a complaint of type 'Payment Issue' first — most payment problems are fixed fastest this way.
• •Your rights with your bank or card issuer, including the right to dispute a card transaction, are not affected by this policy.

If you remain unhappy after our final response, you may take the matter to the consumer protection court or authority in your province under Pakistan's consumer protection laws, or, for a card or bank payment, to your bank.