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Customer Policies – Al Noor Imports
πŸ“‹ Customer Policies

Shipping, Return, Replacement & Support

 Β·  Al Noor Imports β€” Since 1993

Everything you need to know about how Al Noor Imports handles your orders β€” from the moment you check out to delivery at your door, and everything in between including returns, replacements, and support.
Policy at a Glance
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1–2 Day ProcessingOrders are processed within 1–2 business days. Weekend & holiday orders roll to the next business day.
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2–5 Day DeliveryStandard delivery across Pakistan. Remote areas may take a little longer.
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Live TrackingA tracking link or SMS is sent to you right after your order is dispatched.
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7-Day Return WindowReturn or replacement requests must be raised within 7 days of delivery for any genuine product issue.
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Unboxing Video RequiredAn unboxing video is mandatory to process any return or claim. No exceptions.
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Courier ChargesOne-side courier (your end): Rs 300. Return delivery back to you is fully on us.
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15-Day Refund TimelineRefunds processed within 15 working days after inspection of the returned item.
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Keep Original PackagingRetain the original box and all accessories β€” required for any return or claim.
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No Guarantee on Lot ProductsLot / clearance items are sold as-is. No warranty or return guarantee applies.
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Exchange PolicyExchange accepted only if the item is completely unused and in original condition.
Detailed Policies

We aim to get your order packed and on its way as quickly as possible. Here's what you can expect once you place an order with Al Noor Imports.

πŸ• Processing Time: 1–2 business days. Orders placed on weekends or public holidays will begin processing on the next business day.
  • Delivery Timeframe: Typically 2–5 business days across Pakistan. Remote or rural areas may experience slightly longer delivery windows depending on courier availability.
  • Shipping Cost: Calculated at checkout based on the total weight of your order and your delivery destination. The exact amount will be shown before you confirm payment.
  • Order Tracking: Once your order is dispatched, you will receive a tracking link or SMS notification from our courier partner so you can follow your parcel in real time.
  • Damaged on Arrival: If your parcel arrives visibly damaged, contact us immediately with clear photos or a video β€” an unboxing video is strongly preferred as it provides the most reliable evidence for your claim.

We partner with trusted courier services across Pakistan to ensure safe and timely delivery. If there are unexpected delays due to weather, public holidays, or courier backlogs, we will notify you as soon as possible.

We stand behind our products. If you receive a defective, damaged, or incorrect item, we will arrange a return or replacement β€” subject to the conditions below.

⏱ All claims must be raised within 7 days of delivery. Claims raised after this window will not be entertained.
  • Unboxing Video is Mandatory: You must record a clear, uninterrupted unboxing video from the moment of opening. Without this video, no return or claim can be processed β€” no exceptions.
  • Original Packaging Required: The item must be returned in its original box with all accessories, tags, and documentation intact.
  • Courier Pickup: For approved claims, we arrange free pickup directly from your delivery address. You pay a one-time courier contribution of Rs 300; the return delivery to you is fully covered by us.
  • Inspection: All returned items go through a quality inspection before a replacement or refund is issued.

We reserve the right to reject claims where the product shows signs of misuse, unauthorized repair, or physical damage not present at the time of delivery.

Refunds are issued after an approved return has been received and inspected by our team.

⏳ Please allow up to 15 working days from the date of inspection completion for your refund to be processed.
  • Refunds are issued via the original payment method or bank transfer.
  • The Rs 300 one-way courier contribution is non-refundable.
  • Partial refunds may apply if items are returned incomplete (missing accessories or damaged packaging).
  • Refunds will not be issued for lot products or items that do not meet return conditions.

You will receive a confirmation via WhatsApp or email once your refund has been processed.

We understand that sometimes a product may not meet your expectations even when it arrives in perfect condition. Exchanges are accepted under the following conditions:

  • The item must be completely unused β€” no signs of use, wear, or installation.
  • All original accessories, packaging, and documentation must be included.
  • The request must be made within 7 days of delivery.
🚫 If the product has been used in any way, no exchange or claim will be accepted. This policy is strictly enforced to maintain fairness for all customers.

To initiate an exchange, contact our Customer Care team on WhatsApp at 0316-4091995 before returning the item.

Lot items, clearance stock, and discounted bundles are sold strictly on an as-is basis. By purchasing a lot product, you acknowledge and agree to the following:

  • No warranty, return, or exchange is provided on lot products.
  • Minor cosmetic imperfections or variations may be present and do not constitute defects.
  • Product descriptions are provided in good faith, but lot items may vary slightly from the listing.
⚠️ No guarantee is offered on lot products. Please review all product details carefully before purchasing.

Our team is here to help with any questions about your order, delivery, or claims. You can reach us through the following channels:

πŸ“ Visit us: 106 Sutlej Ave, Block C2, Nespak Housing Scheme, Lahore, 54770, Pakistan.

We aim to respond to all WhatsApp queries within a few hours during business hours (Mon–Sat, 10am–7pm). Email responses may take up to 1 business day.

Orders can be cancelled before they are dispatched. Once an order has been handed to the courier, cancellation is no longer possible and the standard return process applies.

  • To cancel, contact us via WhatsApp at 0316-4091995 as soon as possible with your order details.
  • If payment was already made and the order is successfully cancelled before dispatch, a full refund will be issued within 15 working days.
  • Custom or pre-ordered items may not be eligible for cancellation β€” contact us to confirm before placing such orders.
⚑ Act fast β€” orders are typically processed within 1–2 business days. The sooner you contact us, the higher the chance of a successful cancellation.

We may update these policies from time to time to reflect changes in our operations, legal requirements, or service improvements. The "Last updated" date at the top will always reflect the most recent revision.

We encourage you to review this page periodically. Continued use of our website or placing an order after any changes constitutes acceptance of the updated policies.

For significant changes, we may notify customers via WhatsApp or email.

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