Daraz.pk to Pay a Rs. 65,000 Fine for Selling Poor Quality Products

A consumer court in Sindh has slapped Pakistan’s leading online retailer, Daraz.pk, with a fine of Rs. 65,000 after it lost a case against a woman customer.

Dania Kashif, a resident of Karachi, had filed a complaint against Daraz under Section 26 of the Sindh Consumer Protection Act, 2014.

The girl contended that she had ordered a Play-Doh DohVinci for Rs. 7,795 earlier in November. But, the product she received in a sealed parcel was dry and in bad condition.


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She also mentioned that instead of the price on the box, Rs. 6,730, she was charged Rs. 7,795 from the online store.

Dania maintained that she went through ‘severe stress, agony and mental infliction’ when her complaint on Daraz’s helpline was not entertained.

During the hearing, the defendant tried to turn the case on technical grounds. Daraz’s lawyer argued that the claim was filed after the statutory period of 30 days.

He also informed the court that the complainant, when ordering the product, agreed to the company’s terms and conditions, which clearly say that the defendant was not a party to the contract with either the seller or any other third party.


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After hearing both sides, the judge, Mukesh Kumar Talreja, ruled the case in favor of the complainant and directed Daraz.pk to pay Rs. 50,000 to the claimant in damages and compensation. The defendant will further deposit a fine of Rs. 15,000 in the government treasury account.

Moreover, Daraz was also directed to replace the product in question with a better quality one without charging any additional amount.

Judge Talreja also asked the online retailer to improve its services as per global standards.

Ehsan Saya, Managing Director – Daraz, had this to say on the matter:

“We value the feedback we get from our customers and internalize the importance of customer satisfaction. Every seller that signs up on Daraz is educated thoroughly on the importance of selling high quality products and offering an exceptional customer experience. Sellers who do not uphold our values and stringent quality standards are either financially penalized or temporarily / permanently delisted from selling on Daraz. In light of the recent feedback, we will also be tightening our seller policies and increasing penalties for non-compliance by sellers. We understand that there are times when our customers are not happy with their purchase, and in order to uphold our value of customer commitment, we offer a 100% refund on damaged or incorrect products.”

  • Sorry to say, but Daraz need to build the internal product quality checks bit more strong. currently 3rd grade even 10th graded products are available on Daraz and no such positive response/action from daraz end on customer’s feedback.

  • Finally someone with real B*wlls towards these low keys. Well Done lady to the courage and stamina towards it.

  • it guess Daraz should not be fined too much instead of 7.7k. but have easy justification process for each customer for each order in case of failure.

  • if daraz wants to survive in Pakistan than it must do two things:
    1. Strong check on sellers and take tough measure on any kind of negative feedback from client.
    2. Improve customer support, my experience with customer support is so pathetic. took me more than 1 month just to return a faulty thing. it was so tense and bad experience.

  • As a buyer I never get a fake or “different product” on daraz.pk, because i know how to and what to order. As a seller i would say it’s not daraz fault at all, it’s customer fault as well (bcuz fraudulent sellers are everywhere, either it is amazon ebay or aliexpress). He or she (customer) must read the description and if he/she has some questions, or description is not well explained then ask the seller before placing an order. He should also read other reviews and check the products rating. Most importantly when you receive the order, make a video of unboxing… If by any chance you get a different product or faulty product, you have 7 days to return. To return the product is very easy, just open google map and search “daraz shop” or “daraz hub” with your city name, return the product at your nearby daraz shop and you’ll get your refund in your daraz wallet.
    Request; sometime customer return the right working product, it’s wrong, we sellers, spend a lot on packaging, bubble wrapping and delivery (to daraz shop). Don’t do this, just check the product carefully, read description and chat with us, and and after all this, place the right order. Wish you a great day

    • I have ordered plus items from aliexpress. Faced issue in one item only, raised a dispute and it got resolved in just one and i got full refund. I still fee more safe ordering from aliexpress instead of any local sites

  • I bought Mayballene products on 11.11 offer.. it was buy one get one.. i also confirmed from their help line and agent confirmed that the products are BOGO..but i received only single product.
    Shame to daraz..they are not properly responding my complaint.

  • Daraz return policy is very easy there is some other good online stores in Pakistan are doing great job like elo go-to mart89.com and some others

  • First appreciating the lady who took such massive step against it at least not the lazy one like us…..
    Secondly wanna say that daraz was performing well at first but in recent years,Just suffering I ordered headsets and after 2 / 3 days got the message that the parcel was cancelled itself….Again placed an order from different seller but the same thing happened..Your order has been cancelled CS our couriers are so like snails….Hope you fix every kinda worst things goin’ on….That’s It.

  • جرمانہ بہت کم ہوا ہے دراز والے پروڈکٹس کافی گھٹیا چیزوں کو بیچ رہے ہیں

  • I am not a Daraz Customer but 100% sure it’s Customer fault.She has returned after 30 Days while it’s clearly mentioned on website 7 Days.Asal me Pakistanis ko auqat se ziada mil jata he to they behave like monkeys.Poori dunia me ASA Kahi nhi hota 30 din k baad khayal ae.
    Lastly Judge was surely her relative else who got justice like this.

    Nawaz Shareef bhaag Gaya , Sharjeel Memon release hogaya.

  • Kudos to the lady for taking up to the end and winning. I am presently suffering the dilemma of a product being returned at Daraz and its taking way too long than the specified time line. I sadly say that majority of Pakistanis are dishonest at the core and do whatever it takes to rip-off others. So every other company with the exception of some is working like that. The main issue is we don’t know our rights and the companies are benefiting from this.

  • I don’t know what argued has been discussed during this case but ill share my story that I’ve orderd two time on draz and got faulty product from the seller but the best thing was both time I’ve been intertaind well and my full ammount sent me back. No doubt there is still room for improvement in on line shoping and suerly we have huge on line customer just give them trust.

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