Complaints Handling Mechanism
- Issued by
- SAZE (SMC-PVT) LTD., trading as EVRENA
- Applies to
- evrena.thesaze.com and the EVRENA mobile application
- Effective
- 6 September 2026
Contents
SAZE (SMC-PVT) LTD., trading as EVRENA, aims to resolve every complaint promptly and fairly. This document sets out how a complaint may be made, how it will be handled, and the time within which a response may be expected.
How to make a complaint
A complaint may be made by any Buyer or Vendor, by any of the following means. Please quote your order number, if the complaint concerns an order, and describe the issue.
| info.evrena@gmail.com | |
| Telephone | 0321-2228976 |
| In writing | 37, Street 7, Rivergardens, Islamabad |
Complaints may also be raised through the enquiry form on our contact page. Telephone lines are attended during ordinary business hours, Monday to Saturday.
How long it will take
The Company observes the following timeframes.
| Acknowledgement | Within two (2) working days of receipt |
|---|---|
| Resolution | Within seven (7) working days of acknowledgement |
| Complaints requiring a Vendor's input | Within fourteen (14) working days, with progress notified to the complainant |
| Refund arising from a complaint | Initiated within seven (7) working days of the outcome being agreed |
Where a complaint cannot be resolved within these periods, the Company will inform the complainant of the reason and of the revised date by which a resolution is expected.
How a complaint is handled
- the complaint is recorded and acknowledged by email;
- the Company reviews the order record, payment record and any evidence supplied;
- where the complaint concerns goods, it is referred to the Vendor concerned, whose response is sought and communicated to the complainant;
- where the complaint concerns the Platform, a payment, or a subscription, it is determined by the Company directly; and
- the outcome, and the reasons for it, are communicated in writing.
If you remain dissatisfied
A complainant who is dissatisfied with the outcome may request a review by writing to info.evrena@gmail.com with the words "Escalated Complaint" in the subject line. An escalated complaint is reviewed by the Company's management and a final response issued within fourteen (14) working days.
Nothing in this document limits any right available to a consumer under the laws of Pakistan, or the right to refer a matter to the relevant consumer protection authority or to the card issuer through whom payment was made.
Records
The Company maintains a record of complaints received, the action taken and the outcome, for the purpose of monitoring recurring issues and improving the service.