Refund Policy

1.1 Conditions for Refund Eligibility

You may be eligible for a refund or replacement if:

• Wrong product delivered: You received a cylinder size or product different from what you ordered
• Order not delivered: Your order was confirmed and paid for but never delivered within the agreed timeframe
• Duplicate payment: You were charged more than once for the same order due to a payment processing error
• Service unavailability: MECOM GAS is unable to fulfill your order due to stock or operational issues
• Cancelled by MECOM GAS: We cancelled your order for any reason on our end after payment was received

1.2 Refund Request Window

• Refund requests must be submitted within 48 hours of the scheduled delivery date
• Claims for damaged or defective products must be reported within 24 hours of delivery with photographic evidence
• Requests submitted after these windows will be reviewed on a case-by-case basis at our discretion

2.1 Non-Refundable Categories

• Used or partially used cylinders: Once a cylinder seal has been broken or gas has been consumed, it cannot be returned or refunded
• Delivery charges: Logistics and delivery fees are non-refundable once a delivery attempt has been made
• Emergency or express delivery fees: Premium service charges are non-refundable regardless of order outcome
• Promotional or discounted orders: Orders purchased under special offers, bundle deals, or promotional pricing are final and non-refundable

2.2 Change of Mind

• Refunds are not issued if you simply change your mind after a successful delivery has been made
• If a delivery was refused at the door without a valid reason, the order will be marked as fulfilled and no refund will be issued
• We encourage customers to confirm all order details before payment to avoid non-refundable situations

3.1 Customer-Initiated Cancellations

• Before dispatch: Full refund will be issued if you cancel before the order is dispatched from our facility
• After dispatch but before delivery: A partial refund may be issued, minus any logistics costs already incurred
• After delivery: Cancellations are not accepted once the order has been successfully delivered
• To cancel an order, contact our customer service team immediately with your order number

3.2 MECOM GAS-Initiated Cancellations

• If we cancel your order due to stock unavailability, a full refund will be processed automatically
• If we cancel due to an unserviceable delivery area, a full refund will be issued and you will be notified promptly
• In cases of force majeure (natural disasters, government restrictions, civil unrest), refunds or order credits will be offered

4.1 Reporting a Damaged Delivery

• Inspect the cylinder at the time of delivery before signing or accepting the order
• If the cylinder is visibly damaged, leaking, or tampered with, refuse the delivery and notify our team immediately
• For damage discovered after delivery, report it within 24 hours with clear photographs of the defect
• Do not attempt to use a damaged or leaking cylinder — safety is paramount

4.2 Resolution for Damaged Products

• Replacement: A replacement cylinder will be dispatched within 24–48 business hours upon verification
• Full refund: If a replacement is not available, a full refund including delivery charges will be issued
• Safety investigation: All reported defective cylinders are subject to an internal quality and safety review
• Deliberate misuse or damage caused by the customer will not qualify for a refund or replacement

5.1 Deposit Return Conditions

• The deposit is fully refundable upon return of the cylinder in its original, undamaged condition
• Cylinders must be returned within the agreed loan period to qualify for a full deposit refund
• Cylinders returned with visible damage, valve tampering, or unauthorized modifications will result in a partial or forfeited deposit
• The deposit refund will be processed within 7–10 business days after the cylinder has been inspected and accepted

5.2 Deposit Deductions

• Physical damage: Repair or replacement costs will be deducted from the deposit
• Late return: An extended rental fee may be deducted if the cylinder is returned beyond the agreed period
• Missing cylinder: If the cylinder is not returned, the full deposit will be forfeited and additional charges may apply

6.1 Standard Refund Timeline

• Approval: Refund requests are reviewed and approved within 2–3 business days
• Processing: Approved refunds are initiated within 1–2 business days of approval
• Credit to account: Funds appear in your original payment account within 5–10 business days, depending on your bank or payment provider
• MECOM GAS is not responsible for delays caused by banks or third-party payment processors

6.2 How to Submit a Refund Request

• Contact our customer support team via phone, email, or the contact form below
• Provide your order number, contact details, and reason for the refund request
• Attach any supporting evidence such as photographs, payment receipts, or delivery confirmation
• You will receive a confirmation email once your request has been received and is under review

7.1 Refund Methods

• Credit/Debit card: Refunded to the original card; may take 5–10 business days to reflect
• Bank transfer: Credited to the original bank account within 5–7 business days
• Mobile wallet (JazzCash, Easypaisa): Refunded to the original wallet account within 3–5 business days
• Cash on delivery: Refunded via bank transfer or mobile wallet — we do not issue cash refunds by courier

7.2 Currency and Exchange

• All refunds are processed in Pakistani Rupees (PKR) at the original transaction amount
• MECOM GAS is not responsible for any exchange rate differences if your bank converts currencies
• No additional fees are charged by MECOM GAS for processing refunds

8.1 Escalation Process

• If your refund request is denied and you believe the decision is incorrect, you may escalate to our Customer Relations Manager
• Escalated disputes will be reviewed within 5 business days by a senior member of our team
• We will provide a written explanation of our final decision via email
• MECOM GAS reserves the right to make the final determination on all refund disputes

8.2 External Dispute Resolution

• If a dispute cannot be resolved internally, either party may seek resolution through consumer protection mechanisms under applicable Pakistani law
• Nothing in this policy limits your statutory rights as a consumer under the laws of Pakistan
• We are committed to resolving all disputes in good faith and in a timely manner

9.1 Policy Updates

We reserve the right to update or modify this Refund Policy at any time. When changes are made:

• The 'Last Updated' date at the top of this page will be revised accordingly
• Significant changes will be communicated via email or a notice on our website at least 14 days before taking effect
• Continued use of our services after the effective date of changes constitutes your acceptance of the revised policy
• Previous versions of this policy are available upon request

10.1 Refund & Customer Support

For all refund requests, cancellations, or policy inquiries, please get in touch with our support team by filling the below form. We aim to respond to all queries within 1–2 business days.