We replace an item if it arrives damaged or if we sent you the wrong product. This page explains how to report a problem and how the replacement works.
What we replace
- A product that arrives damaged
- A product that is different from the one you ordered
We don’t accept returns of used items, or returns because you changed your mind or didn’t like the colour or how a product performs. We don’t give cash refunds: a valid claim gets a replacement.
Record a video when you open the parcel
Record a video while you open the parcel, showing the product as it comes out of the box. The video is your proof if something is damaged or wrong, and we can’t accept a claim without it.
Report a problem within 3 days of delivery
Message us within 3 days of receiving your parcel. Send your order number, a short description of the problem and your unboxing video.
- WhatsApp: +92 311 5995273 (messages only, no calls)
- Email: orders@kemeishop.pk
How the replacement works
- We check your video and reply on WhatsApp or email.
- If the claim is accepted, we send you the return address.
- Send the item back by courier, unused, with all parts and accessories, in its original box. We cover the cost of sending it back.
- When it reaches us, we send you a replacement of the same product, with free delivery.
If that product is out of stock when your item reaches us, we’ll stay in touch with you about your replacement.
Last updated: October 2026.