Last updated: 28 August 2026
Buyer Protection is cover you pay for at checkout. Whether it is offered at all, and whether you can decline it, depends on the value of the order — and it is what decides whether NayaPurana can refund you if something goes wrong.
When it applies, and what it costs
Orders under Rs 2,000: Buyer Protection is not available, and these orders cannot be refunded by us.
Orders from Rs 2,000 to Rs 5,000: optional, Rs 200. You choose at checkout.
Orders above Rs 5,000 and under Rs 10,000: required, Rs 300.
Orders of Rs 10,000 and above: required, Rs 500.
The fee is shown as its own line in the order summary before you confirm, and is charged with the item and shipping — including on Cash on Delivery, where the courier collects the whole total.
What it can cover
Your item never arrives.
The item is significantly different from the listing.
Important parts or components are missing.
The item's condition is substantially worse than advertised.
Certain other shipping or transaction problems.
How to claim
Open the order and tap Report a problem within 24 hours of delivery. Photograph the problem — evidence is required, and it has to be taken with the camera at the time.
We review the order, the messages and your evidence, and refund you where the claim holds up under these terms. A refund is paid to the account saved in your wallet.
Message the seller as well if you can. Most problems are resolved between the two of you faster than any review.
Orders without Buyer Protection
Orders placed without Buyer Protection — because the order was under Rs 2,000, or because you declined it where it was optional — are not eligible for a refund through NayaPurana.
For those orders NayaPurana is not responsible for loss, damage, incorrect items, missing items, or disputes between you and the seller. The "Report a problem" option is not available on them, and you would be dealing with the seller directly.
What is never covered
Deals arranged or paid for outside the app (for example direct bank, JazzCash or EasyPaisa transfers), which is why off-platform payment details are blocked in chat.
Minor differences that were disclosed in the listing, buyer's remorse, or prohibited items.
An example
You buy an item for Rs 7,000. Because that is above Rs 5,000 and under Rs 10,000, Buyer Protection is required at Rs 300, so you pay Rs 7,000 plus shipping plus Rs 300.
If what arrives is significantly different from the listing, you report it within 24 hours with photographs, and we review the claim under these terms.
Your legal rights
Buyer Protection is in addition to, and does not limit, your rights under the applicable Consumer Protection laws of Pakistan.