Refund policy

Return & Refund Policy — New Heera Auto

Thank you for shopping with New Heera Auto. We want you to be fully satisfied with your purchase. Below is our detailed Return & Refund Policy.

1. Return Window

  • You may request a return or exchange within 7 days of delivery.
  • Requests made after 7 days cannot be accepted for return or refund.

2. When Is a Return Eligible?

You can return or exchange a part if:

  • The wrong or mismatched part was delivered (doesn't match your car model)
  • The part is damaged or defective upon delivery
  • The part is unused and in its original packaging
  • You have the order number/receipt available

3. Non-Returnable Items

Returns will not be accepted in the following cases:

  • The part has been installed or used
  • Electrical parts that have been connected/tested
  • Packaging is missing or damaged due to customer handling
  • The 7-day window has passed
  • Customer ordered the wrong part due to compatibility not being confirmed beforehand (you can always confirm compatibility with us via WhatsApp before ordering)

4. How to Request a Return

  1. Contact us via WhatsApp/Call with your order number: [Phone Number]
  2. Send a photo/video of the part (showing the damage or defect)
  3. Our team will confirm eligibility within 24–48 hours
  4. If eligible, we'll guide you on returning the item via courier (TCS/Leopards)

5. Return Shipping Charges

  • If the issue is our fault (wrong item, damaged, defective) → we cover the return shipping cost
  • If the customer is returning by choice (not our fault) → return shipping is the customer's responsibility

6. Refund Process

  • Once we receive and inspect the returned item, the refund will be processed within 3–5 business days
  • Since most orders are Cash on Delivery (COD), refunds will be issued via Bank Transfer or JazzCash (customer will need to provide account/JazzCash details)
  • If the order was paid online, the refund will go back to the same payment method

7. Exchange

  • If you'd like a different variant/model of the same part (e.g., Alto 1000cc instead of 660cc), exchange is available, provided the part is unused
  • Any price difference will either be charged extra or refunded

8. Damaged or Wrong Item Received

  • Please check your package at the time of delivery
  • In case of a damaged or wrong item, contact us immediately (within 24 hours) with photos
  • We guarantee a free replacement or full refund in such cases

9. Contact Us

For any return/refund queries: 

  • WhatsApp: [03004866126]
  • Email: [Newheetaauto@gmail.com]
  • Phone: [03004866126]