Someone you know has been through this. You see a phone or a dress on an Instagram page. The price is tempting. The pictures look real. You send the money, and the page disappears the next day. Fake online stores take payments and vanish. It happens in Pakistan every week.
The good news is that the law gives you a real path to your money back. You are not helpless.
What is a fake online store?
A fake online store is a page or website that takes your payment but never intends to deliver the goods. Sometimes the price is too good to be true. Sometimes the seller copies photos from a real brand. Either way, taking your money without delivering is a legal wrong, not bad luck.
Consumer protection is a provincial matter in Pakistan. Each province has its own law. Punjab has the Consumer Protection Act 2005. Sindh has the Consumer Protection Act 2014. Khyber Pakhtunkhwa has the 1997 Act. Balochistan has the 2003 Act. Islamabad runs on the 1995 Act.
All of them share one idea. If a seller takes your money and does not give you what was promised, you can ask for your money back. A consumer court can order a refund.
What does the law say about fake stores?
Under the Sindh Act, accepting payment when the seller does not intend to supply the goods is a false and misleading representation. That is exactly what a fake store does. Under the Punjab Act, a false or deceptive representation is an unfair practice too.
A seller must also disclose its return and refund policy before the sale is complete. A sign that says "no refunds" does not beat your rights when the goods are defective, misdescribed, or never delivered.
What can you get back?
If you win, the consumer court can order the seller to:
- return the price you paid
- replace the goods with a proper one
- pay reasonable compensation for your loss
- pay your costs, including lawyer fees
These powers come from section 31 of the Punjab Act and section 32 of the Sindh Act.
First, send a written notice
You cannot walk into a consumer court on day one. The law wants a written notice first. Under section 28 of the Punjab Act, you call on the seller to fix the problem or refund you. The seller has 15 days to reply. If they ignore you, you can file a claim.
Keep proof that the notice was delivered. Keep the receipt, the screenshots, the chat, and the payment record. Evidence decides these cases.
How to file in the consumer court
The claim goes to the consumer court of the district where the seller lives or works, or where the cause of action arose. The court is run by a District Judge or an Additional District Judge.
In Punjab, file within 30 days of the cause of action. The court should decide the claim within six months of serving the summons on the seller. If the seller ignores the order, they can face jail time or a fine.
Appeals go to the Lahore High Court in Punjab within 30 days. In Sindh, after the 2023 amendment, appeals go to the District and Sessions Court within 30 days.
Paid by card? Try the chargeback first
If you paid by debit or credit card, your bank can pull the money back. This is called a chargeback. It works under Visa and Mastercard scheme rules. Tell your bank the goods were never delivered and ask for their dispute process.
If the bank does not fix it, complain to the Banking Mohtasib. It is free and you do not need a lawyer. It is the official ombudsman for banking complaints in Pakistan.
The criminal side: cheating and PECA
A fake store is not just a civil problem. It is also a crime. Section 415 of the Pakistan Penal Code defines cheating. Section 420 punishes cheating that makes you hand over property, with up to seven years in jail and a fine.
Online fraud also falls under the Prevention of Electronic Crimes Act 2016. You can report it to the FIA cybercrime complaint portal. If you want the full steps, read our guide on how to file an FIA cybercrime complaint in Pakistan and our guide on where to complain about online fraud in Pakistan.
What the law will not do
A refund is not automatic for a simple change of mind. If the goods arrived, work fine, and match the ad, the seller can say no. Your right is strongest when the goods are defective, misdescribed, or never delivered.
Act fast. In Punjab the claim must be filed within 30 days of the cause of action, though the court can extend that time if you have a good reason.
What to do right now
- Save everything: screenshots, chats, payment proof, and the ad.
- Send a written notice to the seller and demand a refund. Give them 15 days.
- If they ignore you, file a claim in the consumer court of your district.
- If you paid by card, raise a chargeback with your bank at the same time.
- For bigger frauds, file an FIA cybercrime complaint.
- For faulty goods or a bad service from any seller, a consumer court complaint in Pakistan can order a refund or a replacement.
If the amount is small, the small claims court route in Pakistan may be faster and cheaper. For unpaid debts and other money routes, see how money recovery works in Pakistan.
And if any company refuses to fix a problem, see the full route map on how to complain against a company in Pakistan.
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