Derox.pk Return, Refund & Exchange Policy
At Derox, we aim to provide quality cleaning products and ensure that orders are delivered in good condition. This policy explains how customers can report damaged, leaking, defective or incorrectly supplied products delivered within Punjab, Pakistan.
1. Eligible Return Requests
Customers may request a return, replacement or refund if:
- The product received is damaged during delivery.
- The product container is leaking upon delivery.
- The product has a verified manufacturing defect.
- The product received is different from the product ordered.
All claims are subject to verification by Derox. Approval will depend on the nature of the issue and the evidence provided.
2. Reporting Period
Customers must report any eligible issue within 7 calendar days of delivery.
Requests submitted after this period may not be accepted, except where an extension or remedy is required under applicable law.
3. Non-Returnable Products
For safety, hygiene and product-integrity reasons, the following products are not eligible for return:
- Opened or used cleaning chemicals and other consumable products.
- Products damaged through customer misuse, improper handling or unsuitable storage.
- Products requested for return solely because the customer changed their mind or no longer needs them.
The restrictions above do not exclude any rights or remedies that cannot lawfully be restricted under applicable law.
4. How to Request a Return
To report an eligible issue, customers must contact Derox customer support within 7 calendar days of delivery and provide:
- Order number or order confirmation.
- Product name and quantity.
- A clear description of the problem.
- Photographs or a video showing the damage, leakage, defect or incorrect product, where reasonably possible.
Customers should retain the original packaging and the product until Derox has reviewed the claim and provided instructions.
For safety reasons, leaking or damaged chemical products must not be shipped back without prior instructions from Derox. Customers should avoid direct contact with leaking substances and follow any applicable product safety instructions.
5. Return Shipping Charges
Customers are responsible for return delivery charges under Derox's standard return procedure.
However, where a return, replacement or refund is required by applicable law, or where allocating return costs to the customer would be unlawful, the applicable legal requirements will take precedence over this policy.
Customers must obtain return authorization and instructions from Derox before arranging any return shipment.
6. Replacement or Refund
Once a claim has been reviewed and approved, Derox may offer:
- Replacement: A replacement product, subject to availability.
- Refund: A refund where appropriate, including where a suitable replacement is unavailable or a refund is otherwise the appropriate remedy.
The resolution will depend on the circumstances of the claim and applicable legal requirements.
Approved refunds will be processed using the original payment method where practicable, or another mutually agreed lawful method. Derox will communicate the expected processing timeframe when confirming the refund.
7. Incorrect or Incomplete Orders
If a customer receives an incorrect product or an order is incomplete, the customer must notify Derox within 7 calendar days of delivery. Derox will review the order details and arrange an appropriate remedy where the claim is verified.
8. Geographic Scope
This policy applies to orders delivered within Punjab, Pakistan. Orders delivered to other provinces or territories may be subject to separate terms.
9. Contact and Support
For return, replacement or refund requests, customers should use the contact details and customer support channels published on Derox.pk.
Please include the order number in all communications to help us review requests efficiently.
Return address
Lasani Chemicals Pvt Ltd
10km Pasroor Road
Gunna Kalan
Sialkot
Pakistan
10. Policy Compliance and Legal Rights
Derox reserves the right to verify claims, request reasonable supporting evidence and investigate suspected misuse of the return process.
Nothing in this policy is intended to exclude, restrict or override any consumer rights, statutory warranties, remedies or other protections that apply under the laws of Pakistan, including applicable consumer-protection legislation in Punjab.
Derox may update this policy when its business procedures or applicable legal requirements change. Any update will be published on Derox.pk.
Last updated: 17 October 2026
