Refund and Returns Policy

PHYSICAL ITEMS (Excluding Electronic Software licenses)

If your product is damaged, defective, incorrect or incomplete at the time of delivery, please raise a return request by sending an email to [email protected] Return request must be raised within 5 days for items from the date of delivery.

For technically related issues after usage or after the return policy period, please check if the product is covered under manufacturer or distributor warranty. For more information, check TYPES OF WARRANTIES.

For selected categories, we accept a change of mind. Please refer to the section below on Return Policy per Category for more information.

Valid reasons to return an item

The delivered product is damaged (i.e. physically destroyed or broken) / defective (e.g. unable to switch on)

The delivered product is incomplete (i.e. has missing items and/or accessories).

The delivered product is incorrect (i.e. wrong product/size/colour, fake item, or expired

The delivered product does not match the product description or picture (i.e product not as advertised)


Electronic license returns are only possible if the customer claims their issue within 24 hours after the receiving of license keys, and we “ONSITE” technical team is unable to resolve their issues within 7 working days.

If the software is unable to license /register by our provided license keys.

If our provided license is fake (Confirm by Software Vendor).

SSL Certificates Organizational or Extended validation failure.


We always encourage end-user to try trial software before buying a license. If End User unable to activate license because of Internet Connection issue or issue on their computer or operating system. If the End user lacks computer expertise unable to download or does not know how to install the software. Software license with Box packed packing, do not open the box (No return if the box is open).


  1. Local or Brand Warranty: Local or Brand warranties are warranties provided by the brand/manufacturer of the product. ONSITE does not take any responsibility for after-sales services provided by the brand/manufacturer. Customers will need to approach the brand directly through their authorized service centers to submit the products for repair/replacement under the warranty conditions.
  2. Seller Warranty: Seller warranty is warranties provided directly by the ONSITE who has sold the product to you.
  3. International /Manufacturer Warranty: This warranty is directly offered by international manufacturers/vendors of the product. The geographical location of the service center may vary based on the brand’s regional presence and may require the customer to ship the product out of the country to be repaired/replaced. Customers have to follow the warranty process as mentioned on the warranty card or the brand’s official website.

Note: All warranties do not cover damage caused by accidents or unauthorized modifications.

Issuance of Refunds

If your product is eligible for a refund, you can choose your preferred refund method based on the table below. The shipping fee is refunded along with the amount paid for your returned product.

The time required to complete a refund depends on the refund method you have selected. The refund time starts once the quality check is completed. (For quality check timelines refere table below)

Item Type

Return Request


7 days from item received back in our Warehouse

Electronic Licenses

10 days from return request initiated


Payment Method

Refund Option

Refund Time

Debit/ Credit Card

Debit/ Credit Card

15 Working Days

Cash on Delivery (COD)

Cash from our Office

1 Working Days

Bank Deposit or Cheque Payments

Bank Deposit or Cross Cheque

7 Working Days


Modes of Refund


Debit Card or Credit Card

If the refunded amount is not reflecting in your card statement after the refund is completed and you have received a notification by ONSITE, please contact your personal bank.

Bank Deposit/Cheque

The bank account details provided must be correct and the account must be active and should hold some balance. Do not provide account details of Basic Bank Account (BBA), National Bank and Khyber bank as refunds cannot be processed for these options. IBAN number will be needed to refund the amount.


Note: All warranties do not cover damage caused by accidents or unauthorized modifications. If you have any quarries Call, WhatsApp or email us before the purchase.