COMPREHENSIVE TERMS AND CONDITIONS OF SALE, DELIVERY, RETURNS, REFUNDS AND CLAIMS
Business Name: Pak Yarns
Effective Date: 1 October 2026
Applicable Jurisdiction: Pakistan, subject to applicable mandatory law
IMPORTANT NOTICE TO CUSTOMERS
These Terms & Conditions govern all orders, purchases, deliveries, returns, exchanges, refunds, and product-related claims involving Pak Yarns, including orders placed through our website, social media platforms, messaging applications, telephone, or any other direct or online sales channel.
By placing an order, making payment, or otherwise proceeding with a purchase, the Customer acknowledges that they have been provided an opportunity to review and accept these Terms & Conditions, including the Return and Refund Policy, Product Specifications, and Claim Submission Requirements.
Pak Yarns maintains a strict, evidence-based quality-control and claims-verification policy. Claims must be genuine, timely, supported by verifiable evidence, and consistent with the requirements set out below. However, nothing in these Terms & Conditions shall exclude, restrict, or waive any right or remedy that cannot lawfully be excluded under applicable law.
1. DEFINITIONS AND SCOPE
1.1. “Company” means Pak Yarns, including its applicable business operations and associated yarn brands expressly identified in the relevant quotation, invoice, or order confirmation.
1.2. “Customer” or “Buyer” means the individual, business, retailer, manufacturer, or other purchaser placing an order with the Company.
1.3. “Products” means all yarns and related textile materials offered for sale by the Company, including combed, gassed, mercerized, blended, dyed, undyed, and specialty yarns.
1.4. “Business Day” means a day on which the Company’s relevant business operations are open, excluding applicable public holidays.
1.5. These Terms apply to all quotations, order confirmations, invoices, sales, and deliveries unless the Company expressly agrees otherwise in a written document issued by an authorized representative.
1.6. Any specific written agreement signed or expressly approved by both parties shall prevail over inconsistent provisions of these Terms to the extent of the inconsistency.
2. ORDER PLACEMENT, ACCEPTANCE AND CUSTOMER RESPONSIBILITY
2.1. The Customer is responsible for reviewing the product description, yarn count, composition, ply, shade, quantity, packaging, price, delivery address, and any other material specification before confirming an order.
2.2. An order shall be treated as accepted when the Company confirms acceptance through an authorized communication channel or otherwise accepts and processes the order, subject to any stated conditions.
2.3. The Customer must promptly verify the order confirmation and report any apparent discrepancy before dispatch. Failure to raise an objection before dispatch may be considered when assessing a subsequent claim, but shall not automatically extinguish any right that cannot lawfully be waived.
2.4. Once an order has been prepared, customized, dyed, packed, or dispatched, cancellation or modification may not be possible without the Company’s written approval. Any lawful cancellation rights and remedies remain unaffected.
2.5. The Company reserves the right to decline, suspend, or cancel an order where there is a reasonable and documented basis to suspect payment fraud, identity misuse, material pricing error, stock unavailability, or another legitimate commercial or legal concern. Any payment refund required by law shall be processed accordingly.
3. STRICT RETURN, EXCHANGE AND REFUND POLICY
3.1. General policy
Returns, exchanges, replacements, and refunds are not automatically available merely because a Customer is dissatisfied with a correctly supplied Product. Every request shall be assessed against the disclosed product specifications, the facts of the transaction, the evidence provided, and applicable law.
Subject to statutory rights, the Company does not ordinarily accept returns or exchanges for:
a. Change of mind or a subsequent change in purchasing preference;
b. Incorrect selection of yarn count, ply, composition, shade, quantity, or other specification by the Customer;
c. A Customer’s preference for a different texture, appearance, feel, or finish where the Product conforms to its disclosed specifications;
d. Minor shade differences attributable to display-screen settings, photography, lighting, or normal and disclosed dye-lot variation;
e. Products that have been unwound, knitted, woven, dyed, washed, processed, contaminated, mixed with other materials, or otherwise used after delivery;
f. Damage caused by improper storage, moisture, contamination, mishandling, unauthorized processing, or failure to follow applicable handling instructions.
g. Products that have been unwound, converted, wound onto other bobbins, knitted, woven, dyed, washed, chemically treated, or otherwise processed after delivery. The Customer must inspect and test sample quantities prior to full-scale processing; Pak Yarns accepts no liability or return claims for yarn altered or processed after receipt.
This policy does not apply to a misdescription, material non-conformity, manufacturing defect, or other circumstance for which a remedy is required by applicable law.
3.2. Defective, incorrect or materially short shipments
Where a Product is demonstrably defective, materially different from the agreed specifications, incorrectly supplied, or short-shipped, the Customer must submit a claim in accordance with Section 4.
If a claim is substantiated, the Company may, as appropriate and as permitted by law:
a. Replace the affected Product or quantity;
b. Supply the missing quantity;
c. Repair or otherwise remedy the issue where reasonably practicable;
d. Issue an appropriate refund or credit; or
e. Provide another lawful remedy agreed upon by the parties.
No provision of this section gives the Company an unrestricted right to refuse a remedy legally owed to the Customer.
3.3. No automatic entitlement to a full-order refund
Where a claim affects only a particular cone, package, lot, or quantity, the Company may assess the claim on that affected portion rather than treating the entire order as defective.
Any partial replacement, credit, or refund shall reflect the substantiated issue and the remedy required or permitted under applicable law. A full-order remedy may be appropriate where the evidence or applicable law warrants it.
4. MANDATORY CLAIM NOTIFICATION AND EVIDENCE REQUIREMENTS
4.1. Notification within 24 hours
To facilitate prompt investigation and preserve evidence, the Customer must notify the Company of any apparent defect, shortage, incorrect item, or visible transit damage within 24 hours of confirmed delivery, wherever reasonably practicable.
The notification must include the order or invoice number, a description of the alleged issue, the affected quantity, and supporting photographs or videos.
The 24-hour period is an operational reporting requirement intended to protect the integrity of the investigation. It shall not be interpreted as an absolute forfeiture of a statutory right, or as grounds to reject a claim where mandatory law requires otherwise.
4.2. Continuous unboxing video
For shipments where the condition or contents of the parcel may be disputed, the Customer is strongly required to make a continuous, unedited unboxing recording, beginning before the parcel is opened.
The recording should clearly show:
a. The unopened parcel and all visible sides;
b. The courier label, tracking number, and shipment identification;
c. The condition of the outer packaging, including any visible damage or tampering;
d. The opening of the parcel without interruption;
e. All contents as first revealed, including the quantity, packaging, labels, yarn bands, and visible condition of the Products; and
f. Any apparent shortage, incorrect item, or visible defect.
The recording should be sufficiently clear to allow the shipment and its contents to be identified. The Customer should preserve the original file and avoid editing, cutting, or altering it.
4.3. Assessment where video evidence is unavailable
A valid unboxing video is important evidence, particularly for alleged shortages, incorrect contents, or transit-related damage. Its absence may make verification more difficult and may be considered when assessing the credibility and sufficiency of a claim.
However, the absence of a video shall not, by itself, automatically extinguish any remedy that the Customer is entitled to under applicable law. The Company may consider alternative evidence, including courier records, parcel weights, dispatch records, photographs, inventory records, and other relevant documentation.
4.4. Preservation of evidence
Until the claim has been resolved, the Customer must, where reasonably practicable, preserve the affected Product, original packaging, labels, bands, and any relevant shipping materials in their received condition.
The Customer must not dispose of, alter, process, or return the disputed Product without first receiving instructions from the Company, unless necessary to comply with law or prevent further damage.
5. PRODUCT SPECIFICATIONS, TOLERANCES AND VARIATIONS
5.1. Technical specifications
Yarn count, ply, fibre composition, twist, strength, elongation, moisture, shade, and other technical characteristics shall be assessed against the specifications expressly agreed for the relevant order and any applicable industry standards or disclosed tolerances.
Minor variations shall not automatically constitute a defect where they fall within the expressly agreed or applicable tolerances and do not materially affect conformity with the agreed specifications.
The Company shall not rely on an unspecified tolerance to excuse a material deviation from the agreed product description.
5.2. Shade and colour differences
Product images displayed online are illustrative. Actual shades may vary due to screen calibration, photography, lighting, dye-lot differences, and normal manufacturing processes.
Where shade matching is commercially critical, the Customer should request a physical sample, shade card, or written shade confirmation before placing a bulk order.
A minor and reasonably disclosed variation does not, by itself, establish a defect. A material shade discrepancy from an expressly agreed shade or approved sample shall be assessed on its merits.
5.3. Bulk and repeat orders
Customers placing bulk orders or repeat orders should obtain written confirmation of the relevant specifications and, where necessary, the approved sample or dye-lot reference.
Separate production or dye lots may exhibit differences. The Company shall disclose known material limitations where required and shall assess any alleged non-conformity against the agreement applicable to that order.
6. DELIVERY, SHIPPING AND TRANSIT RISK
6.1. Delivery dates and timelines are estimates unless expressly confirmed in writing as binding. The Company shall make reasonable efforts to dispatch and deliver orders within the communicated timeframe.
6.2. Delivery is generally performed through independent courier or logistics providers. Delays arising from courier operations, weather, road closures, government restrictions, or other circumstances outside the Company’s reasonable control shall be assessed in light of the circumstances and applicable law.
6.3. The Customer is responsible for providing an accurate delivery address, telephone number, recipient name, and any necessary delivery instructions.
6.4. Where delivery fails due to an incorrect address, repeated recipient unavailability, refusal to accept the parcel without a legitimate basis, or another circumstance attributable to the Customer, reasonable additional delivery or re-dispatch charges may be payable if disclosed and permitted by law.
6.5. Upon delivery, the Customer should inspect the outer packaging and promptly notify the courier and the Company of apparent tampering, an open parcel, or significant transit damage. The Customer should request that the condition be recorded in the courier’s delivery documentation where possible.
6.6. The Company shall cooperate reasonably in investigating courier-related complaints and shall not disclaim responsibility for obligations that remain legally attributable to it.
6.7. For Cash-On-Delivery (COD) orders, payment must be handed to the independent courier agent before the package is handed over. Refusal to pay the courier upon delivery without a legitimate, documented reason will result in order cancellation, forfeiture of future COD privileges, and recovery of return shipping expenses.
7. RETURN AUTHORIZATION AND HANDLING OF APPROVED CLAIMS
7.1. A Customer must obtain a return authorization and written instructions from the Company before sending back a disputed Product, except where applicable law provides otherwise.
7.2. For inspection, Products should be returned in their original packaging, with labels and yarn bands intact, and without avoidable additional damage. The Company may take account of any use or processing that prevents reliable inspection or causes further damage.
7.3. Where the Customer returns a Product at the Company’s request, the Company shall communicate the applicable return method and responsibility for reasonable return-shipping costs, consistent with the circumstances and applicable law.
7.4. The Company may inspect the returned Product, compare it with dispatch records and agreed specifications, and request reasonable additional evidence before reaching a decision.
7.5. If a claim is substantiated, the Company shall communicate the approved remedy and the expected processing steps. Any refund or replacement shall be handled within the timeframe required by applicable law or otherwise reasonably communicated to the Customer.
7.6. A replacement will ordinarily be of the same agreed Product and specification, subject to availability. If the same Product is unavailable, the Company may offer an appropriate alternative, credit, or refund, subject to the Customer’s agreement where required and any applicable statutory rights.
7.7. The Company shall not unreasonably delay a legitimate remedy merely because an internal inspection is pending where applicable law requires earlier action.
8. PAYMENTS, INVOICES AND TRANSACTION RECORDS
8.1. Prices, applicable taxes, delivery charges, payment methods, and other material charges shall be communicated to the Customer before the order is finalized.
8.2. The Customer must ensure that payments are made through the payment method or account authorized by the Company. The Customer must not knowingly use unauthorized payment instruments or another person’s payment credentials without permission.
8.3. The Company may retain relevant order confirmations, invoices, dispatch records, courier tracking information, customer communications, and claim documentation for legitimate business, accounting, compliance, and dispute-resolution purposes, subject to applicable law.
8.4. Customers should retain their invoices, payment confirmations, and order communications until the transaction and any related claim have been resolved.
9. FRAUD PREVENTION, FALSE REPRESENTATIONS AND PAYMENT DISPUTES
9.1. All claims must be made honestly and supported by accurate information. Neither party may knowingly falsify, alter, conceal, or misrepresent material evidence relating to an order or dispute.
9.2. Examples of conduct that may warrant further investigation include:
a. Knowingly submitting an altered or fabricated unboxing recording;
b. Falsely alleging missing Products where reliable evidence establishes that the relevant quantity was dispatched and received;
c. Substituting Products or packaging to misrepresent the condition of the original shipment;
d. Knowingly submitting false photographs, invoices, courier records, or other supporting documents; or
e. Deliberately misrepresenting transaction facts to obtain an unauthorized refund, replacement, or financial benefit.
9.3. Where there are reasonable grounds to suspect fraudulent conduct, the Company may preserve relevant evidence, conduct an appropriate investigation, restrict further transactions where lawful, and refer the matter to the relevant payment provider, courier, or competent authority.
9.4. The Company may pursue recovery of proven losses and any other lawful remedy where fraud, deliberate misrepresentation, or breach of contract is established.
9.5. A payment dispute or chargeback shall not automatically be treated as fraud. The Company may submit relevant transaction records to the payment provider and respond through the applicable dispute-resolution process.
9.6. The Company shall not use threats, unsupported allegations, or unlawful collection methods against a Customer who raises a genuine complaint or exercises a lawful right.
10. LIMITATION OF LIABILITY
10.1. To the fullest extent permitted by applicable law, the Company’s liability shall be assessed with reference to the nature of the breach, the affected Product or quantity, the loss established, and the remedies available under the governing law.
10.2. Where legally permissible, and subject to any non-excludable rights or liabilities, the Company’s aggregate contractual liability for a claim concerning a particular Product shall not exceed the amount paid for the affected Product or quantity giving rise to that claim.
10.3. Nothing in these Terms excludes or restricts liability for fraud, wilful misconduct, or any other liability that cannot lawfully be excluded or restricted.
10.4. The Company shall not be liable for loss arising solely from the Customer’s unauthorized processing, misuse, improper storage, or alteration of a Product after delivery, to the extent that the loss was caused by that conduct and the exclusion is permitted by law.
10.5. No limitation in this section shall prevent a competent court or authority from awarding a remedy that applicable law requires.
11. FORCE MAJEURE AND UNFORESEEABLE EVENTS
11.1. Neither party shall be treated as having breached an obligation to the extent that performance is prevented or materially delayed by an event beyond its reasonable control, such as a natural disaster, major transport disruption, war, civil emergency, government restriction, or widespread infrastructure failure.
11.2. The affected party shall, where reasonably practicable, notify the other party and take reasonable steps to reduce the impact and resume performance.
11.3. This section does not excuse payment obligations already due, misrepresentation, or any duty that applicable law requires a party to perform notwithstanding the relevant event.
12. CUSTOMER SUPPORT AND DISPUTE RESOLUTION
12.1. Customers should first submit a written complaint through the Company’s official customer-support channel, identifying the order, the issue, the remedy requested, and any supporting evidence.
12.2. The Company shall review complaints fairly and communicate its decision and the basis for that decision within a reasonable period.
12.3. The parties should make reasonable efforts to resolve disputes through direct communication before commencing formal proceedings, unless urgent relief is necessary or the law provides otherwise.
12.4. Nothing in this section prevents either party from approaching a competent court, consumer-protection authority, payment provider, or other legally authorized forum.
13. GOVERNING LAW AND JURISDICTION
13.1. These Terms & Conditions shall be governed by the laws of Pakistan, including applicable provincial consumer-protection legislation.
13.2. Subject to mandatory statutory jurisdiction, any contractual dispute shall be submitted to the competent designated Consumer Court or Sessions Judiciary in Faisalabad, Punjab, Pakistan.
13.3. Nothing in this section purports to remove a consumer’s right to approach a court or authority where such right or jurisdiction is conferred by mandatory law.
14. AMENDMENTS AND SEVERABILITY
14.1. The Company may revise these Terms & Conditions for future transactions by publishing an updated version and clearly identifying its effective date.
14.2. The version disclosed and applicable when an order is accepted shall ordinarily govern that transaction, unless the parties expressly agree otherwise or applicable law requires a different result.
14.3. If any provision is held invalid, unlawful, or unenforceable by a competent authority, that provision shall be limited or severed to the minimum extent necessary. The remaining provisions shall continue to apply to the extent legally permissible.
14.4. No delay or failure by the Company to exercise a contractual right shall automatically constitute a permanent waiver of that right.
15. OFFICIAL CLAIMS AND CUSTOMER SUPPORT
All claims concerning defects, incorrect items, missing quantities, or transit damage should include:
* Customer name and order or invoice number;
* Date of delivery and courier tracking number;
* Description of the issue and affected quantity;
* Clear photographs and the original unboxing video, where available; and
* The remedy requested by the Customer.
Official Customer Support Details
Business: Pak Yarns
Email: info@pakyarns.com
Telephone/WhatsApp: +92 330 111 111 2
Business Address: Pak Yarns, Near APTPMA Head Office, Kashmir Road, Faisalabad
Customers should use only the Company’s verified contact channels when submitting complaints or sharing order-related information.
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CUSTOMER ACKNOWLEDGMENT
By proceeding with a purchase, the Customer acknowledges that the material terms of the transaction, including the applicable product specifications, price, delivery arrangements, and return and claims policy, have been made available for review before the order is finalized.
The Customer agrees to cooperate reasonably in any genuine investigation and to provide accurate information and supporting evidence.
PAK YARNS reserves all rights and remedies available under the applicable laws of Pakistan. Nothing in these Terms & Conditions shall be interpreted as authorizing fraud, unfair trade practices, or the unlawful denial of a legitimate claim.
