Refund policy

Return & Refund Policy

Al Rafiq Shopping Centre 

At Al Rafiq Shopping Centre, every product is quality-checked before dispatch. We want you to be satisfied with your purchase, and this policy explains the limited circumstances in which returns, replacements, or refunds apply.

1. Inspection on Delivery

We strongly encourage customers to inspect the product at the time of delivery, before accepting the parcel. For Cash on Delivery orders, please check the item in front of the delivery rider where possible. Any visible damage or wrong item must be reported immediately (see Section 3).

2. Returns — Eligibility

We accept return requests only where all of the following conditions are met:

  • The request is raised within 3 days of delivery.
  • The item is unused, unwashed, and in its original condition, with all tags, accessories, free gifts, manuals, and original packaging intact.
  • Valid proof of purchase (order number or invoice) is provided.
  • The item is not in the non-returnable categories listed in Section 5.

Items returned in incomplete, used, damaged-by-customer, or altered condition will not be accepted, and will be returned to the customer at the customer's cost.

3. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged in transit, defective, or different from what you ordered:

  • Notify us within 48 hours of delivery via WhatsApp (+92 318 7159714) or our contact page.
  • You must provide a clear unboxing video and photographs showing the issue and the original packaging. Claims without an unboxing video may not be accepted, as this is our primary means of verifying transit damage.
  • Once verified, we will arrange a replacement of the same item. A refund is offered only if a replacement is unavailable.

4. One-Year Warranty

All appliances sold by Al Rafiq Shopping Centre carry a 1-year warranty against manufacturing defects only. The warranty:

  • Covers manufacturing or motor/component defects under normal household use.
  • Is handled through repair or replacement of the defective part/unit, at our discretion — it is not a money-back guarantee.
  • Does not cover: physical damage, burnt motors due to overload or wrong voltage, water damage, misuse, unauthorised repairs, normal wear and tear, or damage from power fluctuations.
  • Requires the original invoice and, where applicable, the warranty card.

Warranty claims are separate from returns and may take time to process as units are inspected.

5. Non-Returnable Items

For hygiene, safety, and practical reasons, the following are not eligible for return or refund unless they arrive damaged or defective (verified per Section 3):

  • Items marked "Sale," "Clearance," or "Final Sale"
  • Products with broken seals or removed protective film once used
  • Items damaged due to customer misuse or negligence
  • Free gifts and promotional items
  • Products returned without original packaging or accessories

6. Refunds

Where a refund is approved (and not resolved by replacement):

  • Refunds are issued only after the returned item is received and passes inspection at our facility.
  • The original delivery charge is non-refundable, and return shipping costs are borne by the customer, except where the item was damaged, defective, or incorrect due to our error.
  • For prepaid orders, approved refunds are processed to the original payment method within 7–10 working days.
  • For Cash on Delivery orders, approved refunds are issued via bank transfer or store credit, after deduction of any applicable shipping or handling charges.
  • A handling/restocking deduction of up to 15% may apply to returns that are not due to our error.

7. Order Cancellation

  • Orders may be cancelled before dispatch at no charge by contacting us promptly.
  • Once an order has been dispatched, it cannot be cancelled.
  • Repeated refusal of Cash on Delivery orders at the doorstep may result in COD being disabled for that customer and future orders requiring advance payment.

8. How to Request a Return

  1. Contact us on WhatsApp (+92 318 7159714) or via our contact page within the timeframes above.
  2. Share your order number, reason, and the required photos/unboxing video.
  3. Our team will confirm eligibility and provide return instructions.

Do not ship any item back without prior confirmation from us — unauthorised returns will not be processed.

9. Contact

Al Rafiq Shopping Centre 📍 Main Bazar, Kharian, Punjab, Pakistan 📞 +92 318 7159714 (WhatsApp available)