Refund policy

Shop with confidence at New Heera Auto. If something is not right, our team is here to help you find a fair, straightforward solution.

7-day returns and exchanges

You can request a return or exchange within 7 calendar days of receiving your item. For a change of mind or an incorrectly selected model, the item must be unused, uninstalled and unmodified, with its original packaging, accessories and proof of purchase. Please contact us before sending anything back so we can share the correct return instructions and address.

Wrong, damaged, missing or defective items

Please message us as soon as you notice a problem, ideally within the 7-day return window, with your order number and clear photos. An unboxing video can help, but it is not required to request assistance.

If we sent the wrong item, the item arrived damaged, or a product defect is confirmed, we will offer a suitable replacement or a refund. We cover the reasonable return and replacement delivery costs for these cases. If a refund is chosen, the relevant original delivery charge will also be refunded. There is no restocking fee.

Getting the right fit for your vehicle

Please check your vehicle model, year and product size before ordering, and inspect the item before installation. Our WhatsApp team can help with fitment questions.

If you selected the wrong model, an eligible unused item can be exchanged; return and replacement delivery charges are payable by you. If our fitment advice was incorrect for the vehicle details you supplied, we will cover the exchange delivery costs.

Changed your mind?

Eligible unused items can be returned within the 7-day request window. The product amount paid will be refunded after inspection. Original delivery charges are not refundable for change-of-mind returns, and return delivery is paid by the customer. We do not charge a restocking fee.

Condition of returned items

Damage caused by incorrect installation, cutting, modification, misuse or normal wear is not covered. This does not exclude genuine product defects: if a fault only becomes apparent after installation or after the return window, contact us so we can review it fairly. Please pack returns securely and keep the courier receipt.

Bachat Packages and bundles

For a change-of-mind return of a bundle, please return all included items in eligible condition. If one item is faulty or incorrect, contact us first; we will explain whether only that item needs to be returned. Any refund will be based on the amount actually paid, including the bundle discount.

Refunds

After we receive and inspect your return, we will confirm the outcome. Approved refunds are issued within 5–7 working days of approval. Prepaid refunds go back to the original payment method where supported. For Cash on Delivery orders, our team will agree a suitable refund method with you, such as a bank transfer. Your payment provider may take additional time to reflect the funds. We will never ask for your PIN, password or one-time verification code.

How to request help

  1. Message +92 300 4866126 on WhatsApp with your order number and the reason for your request.
  2. Share relevant photos and your preferred solution: exchange, replacement or refund.
  3. Follow the return instructions provided by our team. Please do not send items to an unconfirmed address.

These terms do not limit any consumer rights that apply to your purchase.