TarteebHome Private Limited
Effective date: 18 September 2026
1. About This Policy
This Returns, Refunds and Cancellations Policy (“Policy”) explains how TarteebHome handles requests relating to order cancellations, product returns, exchanges, refunds, damaged or defective products, customised furniture, pre-owned products and home services.
TarteebHome Private Limited (“TarteebHome”, “we”, “us” or “our”) operates an online multi-vendor marketplace at https://tarteebhome.com (the “Marketplace”).
Products and services available through the Marketplace may be supplied by independent vendors and service providers. TarteebHome provides the customer-facing ordering and payment infrastructure, receives customer payments through the payment methods made available on the Marketplace, and issues customer invoices for purchases processed through the Marketplace.
This Policy applies to purchases made through the Marketplace and should be read together with our Terms and Conditions and any specific terms disclosed and agreed for the relevant transaction.
Nothing in this Policy excludes, restricts or limits any consumer right or remedy that cannot lawfully be excluded, restricted or limited under applicable law.
Where this Policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
2. Our Returns Approach
TarteebHome operates a case-by-case returns model.
We do not offer an automatic, universal change-of-mind return entitlement for every product or service.
Whether a voluntary return, exchange or cancellation can be accepted depends on the product or service, its condition, the stage of fulfilment, the relevant vendor’s arrangements, any terms disclosed and agreed before purchase, and the circumstances of the request.
A customer may request a return, exchange or cancellation even where no automatic voluntary return entitlement applies. We will assess the request and explain the available options.
This case-by-case approach does not remove or reduce any remedy required by applicable law, including remedies relating to defective products, materially inaccurate descriptions, non-conforming goods, non-delivery or other circumstances giving rise to legal rights.
3. How to Submit a Request
For cancellations, returns, exchanges, refunds, damaged products, incorrect items, non-delivery or service-related concerns, contact:
Customer support: support@tarteebhome.com
Please provide the following information where available and relevant:
- Your order number.
- A description of the issue or reason for the request.
- Relevant photographs, videos or other supporting information, where reasonably necessary.
- Your preferred resolution, such as cancellation, repair, replacement, exchange or refund.
We may request additional information reasonably necessary to verify the transaction, investigate the issue and determine an appropriate resolution.
Please contact us promptly after discovering an issue. Early notification helps preserve evidence and may make resolution easier. However, failure to notify us immediately does not automatically remove any right or remedy available under applicable law.
Customers should not send products to an address without first receiving return instructions from TarteebHome or the authorised party handling the return.
4. Order Cancellations
A customer may request cancellation by contacting TarteebHome customer support.
Whether cancellation can be accepted depends on the order’s status, product availability, vendor acceptance, payment status, manufacturing progress, dispatch arrangements, service commencement and any cancellation conditions disclosed and agreed before the relevant commitment was made.
4.1 Before Order Acceptance
An order submitted through the Marketplace constitutes a request to purchase.
An automated order acknowledgement confirms receipt of the order but does not necessarily confirm that every item can be fulfilled.
Where an order has not yet been accepted, we will assess a cancellation request in light of the transaction’s circumstances and any applicable legal obligations.
4.2 After Order Acceptance
Once an order has been accepted, its agreed terms govern the transaction, subject to applicable law and any subsequent changes agreed with the customer.
A cancellation request made after acceptance may require coordination with the relevant vendor, manufacturer, delivery provider or service provider.
We will explain any applicable cancellation conditions and available options.
4.3 After Dispatch or Delivery
Where a product has already been dispatched or delivered, a cancellation request may need to be handled as a return request.
Any applicable collection, return-shipping or other charges will be assessed according to the circumstances, the terms properly disclosed and agreed for the transaction, and applicable law.
We will not impose an undisclosed cancellation charge merely because a customer has submitted a request.
5. Returns of Ready-Made Products
Customers may request a return of ready-made furniture, home décor, furnishings and other eligible products purchased through the Marketplace.
Voluntary returns for reasons such as a change of mind, a change in personal preference or an ordering mistake are assessed individually.
Relevant considerations may include:
- Whether the product is unused or has been assembled, installed or altered.
- Its current condition and completeness.
- Whether the product can reasonably be collected or returned.
- Any product-specific conditions disclosed before purchase.
- Whether the customer has a right to a remedy under applicable law.
Customers should retain packaging, accessories, manuals and other supplied components where reasonably possible, particularly while a return request is being assessed.
Original packaging may assist with safe transportation. However, the absence of original packaging does not automatically remove a customer’s statutory rights relating to defective, damaged or non-conforming goods.
A voluntary return is not approved merely because a request has been submitted. We will communicate the outcome and, where a return is approved, provide the applicable instructions.
6. Damaged, Defective, Incorrect or Misdescribed Products
If a product arrives damaged, is defective, is materially different from its agreed description or specifications, or is not the product ordered, please contact:
support@tarteebhome.com
Explain the issue and provide photographs or other supporting information where reasonably necessary.
We may coordinate with the relevant vendor, manufacturer, delivery provider or other responsible party to investigate.
Depending on the circumstances, the agreed terms and applicable law, an appropriate resolution may include:
- Repair or correction.
- Replacement.
- Supply of a missing component.
- Exchange.
- An agreed price adjustment.
- Return and refund.
- Another remedy required or permitted by applicable law.
The appropriate remedy will depend on the nature of the issue, the transaction and applicable legal obligations.
TarteebHome will not refuse a legally required remedy merely because the product was supplied by an independent vendor.
Customers are encouraged to inspect delivered products where reasonably possible and report visible damage, missing components or incorrect items promptly.
Where an issue is discovered after delivery, customers may still contact us. The timing and circumstances will be considered without excluding any applicable statutory rights.
7. Made-to-Order and Customised Furniture
Certain products may be manufactured or modified according to customer-selected specifications.
These may include dimensions, materials, colours, finishes, upholstery, design, configuration or other agreed requirements.
Customers should carefully review the specifications, total price, production estimate, delivery arrangements and any disclosed cancellation conditions before confirming an order.
Where clarification is required, the vendor or TarteebHome may contact the customer before production begins.
7.1 Cancellation Before Production
A cancellation request submitted before production begins will be assessed according to the transaction’s circumstances and the terms disclosed and agreed before the relevant commitment was made.
7.2 Cancellation After Production Begins
Once production or customisation has begun, cancellation may involve materials already purchased, work already completed or other commitments reasonably incurred.
Any non-refundable deposit, production charge or cancellation condition must have been clearly disclosed and agreed before the relevant commitment was made and must comply with applicable law.
We will not automatically treat every payment for customised furniture as non-refundable.
7.3 Changes to Specifications
A material change to agreed specifications, price or fulfilment arrangements requires the customer’s agreement.
Where the requested change is possible, the revised specifications, price and estimated completion arrangements should be confirmed before additional work proceeds.
7.4 Defective or Non-Conforming Customised Products
A product being customised or made to order does not remove the customer’s legal rights where it is defective, materially misdescribed or does not conform to agreed specifications.
Such concerns will be investigated and addressed according to the circumstances and applicable law.
8. Pre-Owned Furniture and Products
TarteebHome may offer pre-owned furniture and other previously used products through independent vendors.
Pre-owned products may show signs of previous use.
Listings should accurately describe the product’s condition and disclose known material defects, damage or limitations that could reasonably influence a purchasing decision.
Customers should review the condition description, photographs, specifications and any disclosed limitations before ordering.
Normal wear that has been accurately disclosed may form part of the agreed condition of a pre-owned product.
Voluntary change-of-mind returns of accurately described pre-owned products will be assessed individually.
However, the sale of a pre-owned product does not permit false descriptions, concealment of known material defects or exclusion of rights that cannot lawfully be excluded.
Where a pre-owned product is materially misdescribed, defective in a manner giving rise to a legal remedy, or does not conform to agreed specifications, we will assess the issue and address applicable obligations.
9. Home Services
TarteebHome may facilitate access to interior design, furniture assembly, installation, maintenance and other home-related services.
The scope of work, price, materials, appointment arrangements and relevant responsibilities should be agreed before the service begins.
9.1 Cancellation Before a Service Begins
A customer may request cancellation or rescheduling before a service begins.
The request will be assessed according to the appointment arrangements, commitments already made, terms disclosed and agreed before the relevant commitment, and applicable law.
9.2 Cancellation After Work Begins
Where a service has already commenced, cancellation may require consideration of work performed, materials used and commitments reasonably incurred.
Any applicable charges must be consistent with the agreed transaction terms and applicable law.
9.3 Incomplete, Defective or Disputed Services
Customers may report incomplete, defective, materially different or otherwise disputed services through TarteebHome customer support.
We may request relevant information and coordinate with the service provider to investigate.
Depending on the circumstances and applicable law, a resolution may involve correction of the work, completion of an agreed service, an agreed price adjustment, a refund or another appropriate remedy.
Additional work or charges should not be undertaken without the customer’s authorisation where such authorisation is required.
10. Delivery Problems and Non-Delivery
Delivery arrangements vary according to the product, vendor, destination and services required.
Delivery may be undertaken by the relevant vendor, a logistics provider or another party arranged through the Marketplace.
Estimated delivery dates are not guaranteed unless expressly confirmed as guaranteed.
If an order is delayed, lost, delivered to an incorrect destination or not delivered, please contact TarteebHome customer support.
We will investigate the matter with the relevant parties and communicate material developments.
Where an order cannot be fulfilled as agreed, we will explain the issue and address any payment received according to the circumstances, agreed terms and applicable law.
A customer will not be denied a legally required remedy merely because a delivery problem involves an independent vendor or logistics provider.
11. Exchanges and Replacements
Exchanges and replacements may be available where appropriate to the circumstances.
A voluntary exchange may depend on product availability, the condition of the original product, the relevant vendor’s arrangements and any agreed price difference.
Where an exchange involves a different product or specification, any revised price, delivery charge or other material condition should be communicated and agreed before proceeding.
Where a replacement is required as a legal remedy, the customer’s applicable rights will be respected.
We will explain the available options before arranging an exchange or replacement.
12. Return Approval and Collection Arrangements
Where a physical return is approved or required, TarteebHome will provide or coordinate the applicable return instructions.
Depending on the product and transaction, the return may involve collection by a vendor, collection by a logistics provider or another agreed arrangement.
Large furniture may require special handling, dismantling, packaging or collection arrangements.
Customers should not independently dispatch a product to an unconfirmed address.
Return instructions may specify:
- Any reasonable packaging or handling requirements.
- Any applicable collection or transportation charges.
- Any information required to identify the order.
Responsibility for return or collection costs will depend on the reason for the return, the agreed transaction terms and applicable law.
Where a remedy is legally required, return arrangements and charges will be handled consistently with that obligation.
13. Refund Eligibility
Refund requests will be assessed according to the relevant transaction, the reason for the request, the stage of fulfilment, the agreed terms and applicable law.
A refund may be appropriate where, for example:
- An order is cancelled and payment must be returned.
- An order cannot be fulfilled as agreed.
- A product is not delivered and a refund is the applicable remedy.
- A product is defective, materially misdescribed or non-conforming and a refund is required or agreed.
- A service is not provided as agreed and a refund is required or agreed.
- A voluntary return has been approved on refund terms.
The amount refundable will depend on the circumstances and applicable legal obligations.
Any proposed deduction for an agreed service already performed, a lawful cancellation charge or another relevant amount will be explained where applicable.
We will not apply deductions that are prohibited by law or that were not properly disclosed and agreed where such agreement is required.
14. Refund Method and Processing
TarteebHome receives customer payments through the payment methods made available on the Marketplace.
Where a refund is approved or legally required, we will confirm the applicable refund arrangement.
Refunds will ordinarily be directed through the original payment method where available and appropriate.
Where the original method cannot support a refund, an alternative lawful method may be agreed with the customer.
Processing may involve banks, payment gateways or other payment service providers.
We will initiate or arrange refunds within the period required by applicable law or any shorter period expressly agreed for the transaction.
The time at which refunded funds become available to the customer may also depend on the relevant payment provider or financial institution.
If a refund is delayed or cannot be completed through the intended method, we will investigate and communicate the available resolution.
Customers may contact support@tarteebhome.com regarding refund status or payment-related concerns.
15. Complaints and Disputed Decisions
If you disagree with a cancellation, return, exchange or refund decision, you may request further review by contacting:
Please include your order number, the decision concerned and any additional information you would like us to consider.
We may review relevant order details, listing information, correspondence, photographs, payment records and information provided by the vendor or service provider.
Where a dispute concerns an independent vendor or service provider, relevant information may be shared with that party for investigation and resolution in accordance with our Privacy Policy.
We will consider the available evidence, the transaction’s circumstances and applicable law.
Nothing in this Policy prevents a customer from approaching a competent consumer protection authority, court or other legally available forum.
16. Vendor Responsibilities
Vendors must provide accurate product, condition, pricing, availability, warranty and fulfilment information.
Vendors must not conceal known material defects, publish misleading descriptions or misrepresent a product’s materials, origin, condition or specifications.
Vendors and service providers are responsible for their respective obligations under the relevant transaction and applicable law.
They are expected to cooperate with reasonable investigations concerning cancellations, returns, refunds, defective products, delivery problems and service complaints.
TarteebHome remains responsible for its own obligations and conduct.
Responsibility for a particular transaction will be determined by its circumstances, applicable agreements and Pakistani law.
Nothing in this Policy automatically transfers all responsibility to a vendor or excludes liability that TarteebHome may have under applicable law.
17. Privacy and Customer Information
Personal information provided in connection with a cancellation, return, refund or complaint will be collected and processed in accordance with the TarteebHome Privacy Policy.
Relevant information may be shared with the vendor, service provider, logistics provider or payment provider where reasonably necessary to investigate or resolve the matter and where permitted by applicable law.
Vendors and fulfilment partners must use customer information only for authorised purposes connected with the relevant transaction or service.
Please review our Privacy Policy for further information about personal information and privacy requests.
18. Changes to This Policy
We may revise this Policy to reflect changes in our services, operations or applicable requirements.
The current version will be published on this page with its effective date.
Where a change requires additional notice or agreement, we will address that requirement as applicable.
Changes will not retrospectively remove rights that have already accrued under completed transactions.
19. Governing Law and Consumer Rights
This Policy is governed by the applicable laws of Pakistan.
We encourage customers to contact TarteebHome first so that concerns can be investigated and an appropriate resolution considered.
Nothing in this Policy excludes or limits liability where exclusion or limitation is prohibited by law.
Nothing prevents any person from exercising rights before a competent court, consumer protection authority or other legally available forum.
Applicable statutory consumer rights and remedies remain unaffected.
20. Contact Information
TarteebHome Private Limited
Website: https://tarteebhome.com
Customer support: support@tarteebhome.com
Vendor enquiries: vendors@tarteebhome.com
Legal notices and enquiries: legal@tarteebhome.com
Effective date: 18 September 2026
© 2026 TarteebHome Private Limited. All rights reserved.