Terms & Conditions

1. Introduction

Welcome to Ghoul (referred to herein as "we," "us," or "our"), accessible at ghoul.pk. These Terms & Conditions ("Terms") govern your access to and use of our website, products, and services.

By browsing our website, placing an order, or engaging with any of our services, you confirm that you have read, understood, and agree to be legally bound by these Terms in their entirety. If you do not agree with any provision of these Terms, you must not use this website or place any orders.

These Terms constitute a binding legal agreement between you ("Customer") and Ghoul. Continued use of the website following any amendments to these Terms constitutes your acceptance of those changes.

2. Definitions

For the purposes of these Terms, the following definitions apply:

• Website — The online store operated by Ghoul, accessible at ghoul.pk, including all its pages, features, and content.
• Customer — Any individual who accesses, browses, or places an order through the Website.
• Order — A formal request submitted by a Customer through the Website to purchase one or more Products.
• Products — Physical goods listed for sale on the Website.
• Services — All activities facilitated through the Website, including product listings, order processing, customer support, and delivery coordination.
• COD — Cash on Delivery; a payment method whereby payment is collected at the time of physical delivery.
• Dispatch — The moment an Order leaves our warehouse or fulfilment centre for delivery to the Customer.

3. Eligibility

3.1 Age Requirement

Use of this Website and placement of any Order is restricted to individuals who are at least 18 years of age. By placing an Order, you represent and warrant that you meet this requirement.

3.2 Legal Capacity

You must have the legal capacity to enter into a binding contract under the laws of Pakistan. If you are acting on behalf of a business entity, you represent that you have the authority to bind that entity to these Terms.

3.3 Jurisdiction

This Website is intended for use by residents of Pakistan only. Ghoul does not accept orders from outside Pakistan.

4. Products & Pricing

4.1 Product Descriptions

We make reasonable efforts to ensure that all product descriptions, images, and specifications displayed on the Website are accurate and up to date. Product images are for illustrative purposes only. Minor variations in colour, size, or appearance may occur due to photography, display settings, or manufacturing tolerances.

4.2 Pricing

All prices listed on the Website are in Pakistani Rupees (PKR) and are inclusive of applicable taxes unless otherwise stated. Delivery charges, if applicable, will be clearly displayed at the time of checkout.

4.3 Right to Modify Prices

Ghoul reserves the right to modify product prices at any time without prior notice. Price changes will not affect Orders that have already been confirmed, except in the case of a manifest pricing error as described below.

4.4 Errors & Inaccuracies

In the event that a product is listed at an incorrect price due to a typographical error, system fault, or any other reason, Ghoul reserves the right to cancel or refuse any Orders placed at the incorrect price, regardless of whether the Order has been confirmed. In such cases, the Customer will be notified promptly and, if payment has been collected, a full refund will be issued.

5. Orders & Acceptance

5.1 Order Placement

Orders are placed by adding Products to the cart and completing the checkout process on the Website. Submission of an Order constitutes an offer by the Customer to purchase the selected Products subject to these Terms.

5.2 Order Confirmation

An Order is not confirmed until the Customer receives an explicit confirmation from Ghoul via SMS, email, or phone call. Automated acknowledgement messages do not constitute acceptance of an Order.

5.3 COD Order Verification

For all Cash on Delivery orders, Ghoul reserves the right to contact the Customer via phone or WhatsApp to verify the Order details prior to dispatch. Orders for which the Customer cannot be reached within a reasonable time may be placed on hold or cancelled at our discretion.

5.4 Right to Refuse or Cancel Orders

Ghoul reserves the right to refuse or cancel any Order at any time, including after confirmation, for reasons including but not limited to:

• Product unavailability or stock errors
• Pricing errors or inaccuracies
• Suspected fraudulent activity
• Repeated non-receipt or refusal of COD deliveries
• Incomplete or unverifiable Customer information
• Failure to reach the Customer for COD verification

5.5 Bulk & Resale Orders

Ghoul reserves the right to restrict or decline orders that appear to be placed for commercial resale or in unusually large quantities without prior written agreement.

6. Payment Terms

6.1 Cash on Delivery (COD)

At present, the primary and default payment method is Cash on Delivery. Payment is due in full at the time of delivery in Pakistani Rupees. The Customer must ensure that the correct amount is available at the time of delivery, as delivery personnel may not carry change.

6.2 COD Refusal Policy

If a Customer refuses to accept a confirmed COD Order at the time of delivery without a valid reason, Ghoul reserves the right to flag the Customer's account for additional verification, require advance payment for subsequent orders, or permanently restrict the Customer from placing COD orders. Repeated unjustified refusals may result in account suspension.

6.3 Non-Payment Consequences

Failure to pay for a confirmed COD Order upon delivery, without prior cancellation through the correct process, constitutes a breach of these Terms and may result in restrictions on the Customer's ability to place future orders.

6.4 Fraud Prevention

Ghoul reserves the right to investigate any Order or payment it reasonably suspects to be fraudulent or unauthorised. We reserve the right to decline such orders, notify relevant authorities, and take appropriate legal action.

7. Shipping & Delivery

7.1 Delivery Area

Ghoul currently delivers within Pakistan only. We do not ship internationally.

7.2 Estimated Delivery Times

Estimated delivery timeframes are as follows, subject to variation based on location and courier availability:

• Major cities: 2–4 business days
• Other cities and towns: 4–7 business days

These are estimates only and do not constitute guaranteed delivery dates.

7.3 Courier Responsibility

Delivery is handled by third-party courier companies. Once an Order has been dispatched, Ghoul is not responsible for delays, damage, or loss caused by the courier. We will, however, make reasonable efforts to assist Customers in resolving courier-related issues.

7.4 Delivery Delays

Ghoul shall not be held liable for delays caused by circumstances beyond our reasonable control, including courier backlogs, public holidays, adverse weather conditions, civil disturbances, or disruptions in postal or courier services.

7.5 Risk of Loss

Risk of loss and title to Products pass to the Customer upon delivery to the Customer's specified address. If a delivery attempt fails due to the Customer's absence or refusal, re-delivery charges may apply.

7.6 Delivery Address

The Customer is responsible for providing a complete, accurate, and accessible delivery address. Ghoul shall not be liable for failed or delayed deliveries resulting from incorrect or incomplete address information provided by the Customer.

8. Returns & Refunds

8.1 Return Eligibility

A return request may be initiated if:

• The Product received is damaged or defective
• The wrong Product was delivered
• The Product is significantly different from its description on the Website

8.2 Return Window

Return requests must be submitted within 48 hours of delivery. Requests submitted after this window will not be entertained unless the Product has a manufacturing defect that was not immediately apparent upon receipt.

8.3 Return Process

To initiate a return, the Customer must contact Ghoul at support@ghoul.pk providing the Order number, a description and photographs of the issue, and their preference for replacement or refund where applicable. Ghoul reserves the right to request additional information before approving a return.

8.4 Non-Returnable Items

The following are not eligible for return:

• Products that have been used, washed, or altered
• Products returned without original packaging or tags
• Products for which the return window has expired
• Items explicitly marked as non-returnable or final sale on the product listing
• Items damaged due to Customer misuse or improper handling

8.5 Refund Processing

Approved refunds will be processed within 7–14 business days of the return being received and inspected. As our current model is COD-based, refunds will be issued via bank transfer or EasyPaisa/JazzCash to the details provided by the Customer. Delivery charges are non-refundable unless the return was caused by our error.

9. Cancellations

9.1 Cancellation by Customer

Customers may request cancellation of an Order before it has been dispatched. To cancel, the Customer must contact us promptly at support@ghoul.pk quoting their Order number. Once an Order has been dispatched, it cannot be cancelled and the standard return process will apply.

9.2 Cancellation by Ghoul

Ghoul reserves the right to cancel any Order for the reasons outlined in Section 5.4. Customers will be notified of any cancellation initiated by us, and any applicable refund will be processed in accordance with Section 8.5.

10. Customer Responsibilities

10.1 Accurate Information

Customers must provide accurate, current, and complete information when placing an Order, including name, contact number, and delivery address. The Customer accepts full responsibility for any loss or inconvenience arising from inaccurate information provided to us.

10.2 Availability for Delivery

The Customer must ensure availability at the specified delivery address during the expected delivery window, and that an authorised person is present to receive and pay for a COD order.

10.3 Proper Conduct

Customers must refrain from conduct that is unlawful, abusive, fraudulent, or harmful toward Ghoul, its staff, or courier partners. This includes placing false orders, repeatedly refusing COD deliveries, or misusing the returns and refunds process.

10.4 Account Security

Where user accounts are offered, the Customer is responsible for maintaining the confidentiality of their login credentials and for all activities that occur under their account.

11. Intellectual Property

11.1 Ownership

All content on this Website — including text, product descriptions, images, logos, design elements, and software — is the exclusive property of Ghoul or its licensors and is protected under applicable intellectual property laws of Pakistan.

11.2 Restrictions

No content from this Website may be copied, reproduced, distributed, published, displayed, modified, or transmitted in any form without the prior written consent of Ghoul. Unauthorised use of our intellectual property may result in legal action.

11.3 Limited Licence

Ghoul grants Customers a limited, non-exclusive, non-transferable licence to access and use the Website solely for personal, non-commercial purposes in accordance with these Terms.

12. Limitation of Liability

12.1 Scope of Liability

To the maximum extent permitted by the laws of Pakistan, Ghoul, its directors, employees, agents, and suppliers shall not be liable for any indirect, incidental, special, consequential, or punitive damages — including loss of profits, data, business opportunity, or goodwill — arising out of or in connection with the use of this Website or the purchase of Products.

12.2 Maximum Liability

In any event, the total liability of Ghoul to any Customer shall not exceed the amount paid by that Customer for the specific Order giving rise to the claim.

12.3 Force Majeure

Ghoul shall not be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond our reasonable control, including acts of God, natural disasters, government actions, power outages, internet disruptions, civil unrest, pandemics, or failures of third-party service providers.

12.4 Service Interruptions

Ghoul does not warrant that the Website will be available at all times, uninterrupted, or free of errors. We shall not be liable for any loss or inconvenience resulting from temporary unavailability of the Website due to maintenance, technical issues, or circumstances beyond our control.

12.5 Dispute Resolution

In the event of any dispute arising out of or in connection with these Terms or any Order, the Customer agrees to first contact Ghoul directly to seek an amicable resolution. If the dispute cannot be resolved informally within 15 business days, either party may pursue the matter through appropriate legal channels as set out in Section 14.

13. Privacy

13.1 Privacy Policy

The collection, storage, and use of your personal information is governed by our Privacy Policy, which forms part of these Terms. By using this Website, you consent to the practices described in the Privacy Policy.

13.2 Data Usage

We collect and use Customer data solely for the purposes of processing orders, delivering Products, communicating with Customers, and improving our services. We do not sell personal data to third parties. Data shared with courier companies is limited to what is strictly necessary for delivery.

14. Governing Law & Jurisdiction

14.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Islamic Republic of Pakistan, including the Contract Act 1872, the Sale of Goods Act 1930, and applicable consumer protection regulations.

14.2 Jurisdiction

Any dispute, claim, or legal proceedings arising out of or in connection with these Terms or the use of this Website shall be subject to the exclusive jurisdiction of the courts of Lahore, Pakistan.

15. Amendments

15.1 Right to Modify

Ghoul reserves the right to amend, update, or replace these Terms at any time. Changes will take effect immediately upon publication on the Website unless a specific effective date is stated.

15.2 Notification of Changes

Where changes are material, we will make reasonable efforts to notify Customers via the Website or registered contact details. Continued use of the Website or placement of an Order following publication of amended Terms constitutes your acceptance of those changes.

16. Contact Information

For any queries, concerns, or complaints regarding these Terms or any Order, please contact us:

• Email: support@ghoul.pk
• Phone: +92 300 0000000
• Address: Lahore, Pakistan
• Business Hours: Monday – Saturday, 10:00 AM – 6:00 PM PKT

You may also reach us through our Contact Page.