1. Scope
1.1This policy forms part of our Terms of Use and applies to all orders placed on the SheGo Platform. Each product is sold by its seller, who is responsible for it. SheGo administers cancellations, returns and refunds on the seller’s behalf so that buyers have one place to go; refunds, replacements, pickups and return charges are paid for by the responsible seller (or, for change of mind returns, by the buyer), not by SheGo.
1.2Nothing in this policy limits any right you have under applicable consumer protection law that cannot be excluded.
1.3Governing law and jurisdiction. This policy is governed by and construed in accordance with the laws of the Islamic Republic of Pakistan, including the Sindh Consumer Protection Act, 2014 where it applies. Any dispute that is not resolved through SheGo support (type help) is subject to the exclusive jurisdiction of the courts at Karachi, Sindh, without prejudice to any consumer court or forum a buyer is entitled to approach under applicable consumer protection law.
2. Cancelling before shipping
2.1You may cancel an order, or any product in it, free of charge until it is shipped, through My orders in the SheGo shop or by typing orders on WhatsApp. Because payment is made on delivery, nothing is charged.
2.2Once an order has been handed to the courier it cannot be cancelled in the chat. If you no longer want it, contact us through help before delivery. Refusing a shipped order without a valid reason is treated as a refused delivery under clause 10.
3. How to report a problem
3.1All claims must be reported by typing return on WhatsApp within three (3) days of delivery and following the steps (order, item, reason, photos or video), as recorded by the courier partner. Claims reported after this period may be declined.
3.2Your claim must include the Order ID, a description of the problem, and clear photos of the product, its labels or tags and the packaging, including the shipping label.
3.3For claims of a missing item, an empty or tampered parcel, or a wrong item, you must also provide a continuous, unedited unboxing video that starts with the sealed parcel and clearly shows the shipping label. SheGo reminds buyers of this in the order confirmation. Claims of this type without such a video may be declined.
3.4Each claim receives a case number (RET-…). SheGo will acknowledge your claim within 24 hours and may ask for further information, photos or video. SheGo’s decision is made fairly on the evidence provided by the buyer, the seller and the courier partner.
4. Eligible claims and outcomes
| Situation | Outcome | Return delivery |
|---|---|---|
| Damaged on arrival, defective, expired, wrong item, missing item or part, or materially different from the listing | Replacement where available, otherwise a full refund of the product price and the delivery charge | Free for you. SheGo arranges pickup, at the seller’s cost. |
| Size does not fit or change of mind, for eligible categories only (clause 6) | Exchange where the seller has stock, or a refund of the product price | Paid by the buyer, and deducted from the refund. The original delivery charge is not refunded. |
4.1Minor variations in colour due to screens or lighting, slight variations in handmade products, and differences described in the listing are not defects. For damaged, defective, wrong or missing items, the return pickup and the refund or replacement are charged to the seller. For size or change of mind returns, the return delivery is paid by the buyer.
5. Condition of returned products
5.1Products returned for a size or change of mind reason must be unused, unworn, unwashed, unaltered and undamaged, with all original tags, labels, accessories, free gifts and packaging.
5.2Products returned as defective or wrong must be returned with everything received.
5.3If a returned product does not meet these conditions, or does not match the claim, SheGo may refuse the return, send the product back to the buyer at the buyer’s cost, or make a partial refund reflecting its condition.
6. Products not returnable for size or change of mind
6.1The following can be returned only if they arrive damaged, defective, expired or wrong: perishable items; beauty, cosmetics, skincare, fragrance and personal care products once opened or unsealed; earrings, nose pins, innerwear, swimwear and other items that cannot be resold for hygiene reasons; custom made, made to order, stitched to measure, altered or personalised items; and products marked as final sale.
6.2These exceptions apply only to change of mind and fit. They do not limit a buyer’s rights where a product is unsafe, expired, contaminated, counterfeit or not of the quality described, and they are applied subject to the mandatory consumer safety, health and hygiene standards of the applicable laws of Sindh and Pakistan. Responsibility for any such product rests with the seller.
7. Inspection
7.1Returned products are inspected by SheGo or the seller within two (2) working days of reaching them. Approval of a refund is subject to inspection.
8. Refunds
8.1Approved refunds are paid by SheGo on behalf of the seller within seven (7) working days of approval, by bank transfer, Raast, JazzCash or Easypaisa to an account in the buyer’s name, or as otherwise agreed. SheGo will never ask for a PIN, OTP or password.
8.2Refunds will not exceed the amount actually paid for the affected product and, where this policy provides, the delivery charge. SheGo’s platform fee is not refundable, except where the whole order is refunded because of the seller’s fault (recovered from the seller) or SheGo’s own error. Any return delivery cost payable by the buyer is deducted.
8.3Where an order was not paid, for example because it was refused or cancelled before delivery, no refund is due.
9. Exchanges
9.1Exchanges are offered subject to the seller’s stock. If the requested size or colour is unavailable, a refund is made instead. Price differences, if any, are settled before the exchange is shipped.
10. Refused deliveries
10.1A parcel may be refused at the door only for a valid reason: the outer packaging is visibly damaged or tampered with, or the parcel is not what you ordered. Refusing a parcel without a valid reason, giving a wrong address or number, or being unavailable causes cost to the seller and the courier. In that case SheGo may require you to pay the forward and return delivery charges of that parcel before accepting a new order, require advance payment for future orders, and after repeated refusals stop accepting orders from your number.
10.2Courier charges for parcels that are refused, undelivered or returned are, as between SheGo and the seller, borne by the seller under the Seller Agreement. SheGo does not bear them.
11. Misuse of this policy
11.1SheGo may decline claims and restrict accounts where it reasonably suspects abuse, including excessive returns, returning used or different products, false claims of missing or wrong items, or edited evidence. Suspected fraud may be reported to the authorities under the Prevention of Electronic Crimes Act, 2016 and other laws.
12. Sellers
12.1Sellers accept returns and refunds approved by SheGo under this policy. Refund amounts, pickup and return delivery costs caused by the seller, redelivery charges and related charges are deducted from the seller’s payouts under the Seller Agreement, and returned products are sent back to the seller.
13. Contact
FinGo Digital Private Limited
201 Rizwan Arcade, Sadat-e-Amroha Society, Scheme-33, Karachi, Pakistan
Email: info@shego.pk
WhatsApp: +92 312 1165666 (type help)
This document is written in English. If it is translated, the English version prevails. Last updated 14 October 2026.