Help centre
Find quick answers below. Still stuck? Contact us.
Buying
How do I buy an item?
Open the item and tap Buy now. Add a shipping address if you haven't already, choose Card or Cash on Delivery, and confirm. You'll get an order you can track under Settings → My purchases.
What is Buyer Protection?
It's cover you pay for at checkout, and what it costs depends on the order. Under Rs 2,000 it isn't offered at all. Below Rs 10,000 it's optional: Rs 200 on orders from Rs 2,000 to Rs 5,000, and Rs 300 above that. From Rs 10,000 it's required and costs Rs 500. With it, you can report a problem within 24 hours of delivery and we'll review your evidence and refund you where the claim holds up.
The item wasn't as described. What can I do?
If the order has Buyer Protection, tap Report a problem within 24 hours of delivery, photograph the issue and submit. Our team reviews the evidence and refunds you where the claim holds up. Without Buyer Protection there is no refund through NayaPurana, so message the seller directly.
Selling
Why can't I list an item?
You need to (1) verify your identity (KYC) and (2) have a shipping address on file before listing. Both are one-time steps under Settings.
How do I get paid?
For card orders, funds are held in escrow and released to your wallet by our team once the buyer approves delivery. Cash on delivery is collected in person by the courier. Either way you receive the price you set. We add 10% platform charges on top of it when you list, so a Rs 3,000 price is listed at Rs 3,300 and you get Rs 3,000. If you agree a different price with a buyer, the platform charges are 10% of that price, so Rs 3,100 pays you Rs 2,790. Choose the right weight when you list: the buyer's delivery is priced on it, and if the parcel turns out heavier, the extra delivery comes off your payout.
What can't I sell?
Counterfeits or replicas, undergarments, and any prohibited or smuggled goods. Listings are automatically screened and may be removed.
Payments & escrow
When is the seller paid?
Never automatically at checkout. Money is held until the order is delivered and approved, then an admin releases it to the seller's wallet.
How do refunds work?
If a dispute is decided in your favour, the full amount you paid is refunded to your wallet and the item goes back on sale.
Is cash on delivery safe?
Nothing is charged until the parcel reaches you, so open it with the courier there and refuse it if it isn't as described. Cash on delivery adds a 5% charge on the item price, shown at checkout before you place the order. Buyer Protection works on cash orders too. Its fee is collected with the rest of the total, and it's what lets you claim after you've paid.
Verification (KYC)
Why do I need to verify?
Identity verification builds buyer trust, is required to receive payouts, and helps us meet anti-fraud obligations. You get a Verified badge once approved.
What do I need to submit?
Your 13-digit CNIC number and clear photos of the front and back of your CNIC. A selfie holding your CNIC speeds up approval.
How long does approval take?
Usually 1–2 days. You'll get a notification once your application is approved or if we need anything else.
Account
How do I change my address?
Go to Settings → Shipping address to add or update your address.
How do I log out?
Open Settings and tap Log out at the bottom.