Customer policies

Shipping, return & replacement policy

Everything about how we ship, how returns and replacements work, and what you can expect from our support team.

Return / Replacement formWhatsApp Care
نوٹ: ریٹرن یا کلیم کے لیے ان باکسنگ ویڈیو لازمی ہے۔
Last updated: October 2026

Policy at a glance

15-day promiseReturn or replacement from delivery
Unboxing videoMandatory for any return or claim
Doorstep pickupFor approved claims, no courier visits
Rs 300 courierYour side only, the other side on us
4% COD taxGovernment tax, non-refundable
15 working daysRefund issued after inspection
Keep the boxOriginal box and all accessories
Free deliveryOrders above Rs 7,000

Shipping policy

  • Processing: 1–2 business days (orders on weekends and holidays process the next business day).
  • Delivery: typically 2–5 business days across Pakistan. Remote areas may take longer.
  • Shipping cost: calculated at checkout by weight and destination. Free delivery on orders above Rs 7,000.
  • Tracking: you will receive a link or SMS after dispatch. Delivery questions: Logistics 0300-1170484, 9am to 6pm.
  • Damaged on arrival: contact us immediately with photos and video (preferably the unboxing video).
Tip: keep packaging and accessories until you have tested the product.

Return policy

Eligibility (within 15 days of delivery)
  • Change of mind / not up to expectations: item must be unused and in re-sellable condition with original box and accessories.
  • Wrong or missing item or parts: as shown in your unboxing video.
Mandatory
  • Unboxing video from the moment you open the parcel. Without it, damage or dead-on-arrival claims cannot be accepted.
How to start
Costs and deductions
  • Courier: one side Rs 300 (customer), other side on us.
  • COD refunds: the courier withholds 4% (2% Income Tax + 2% Sales Tax) for the government. This is non-refundable.
Example: COD refund
Order amountRs 10,000
Pickup charge− Rs 300
Govt tax 4%− Rs 400
RefundedRs 9,300
Example: prepaid refund
Order amountRs 10,000
Pickup charge− Rs 300
RefundedRs 9,700
Timeline
  • Refunds: within 15 working days after we receive and verify the item.
Condition mismatch rule: if the received condition differs from your unboxing video (used, missing parts, misuse, not re-sellable), the claim is rejected and the item is returned. Standard courier charges apply.

Replacement policy

Eligibility (within 15 days of delivery)
  • Manufacturing defect / dead on arrival: visible in your unboxing video.
  • Wrong item, colour or model: as shown in your unboxing video.
Process
  • Start via the Return/Replacement Form or WhatsApp Care with your Order ID and videos.
  • We arrange pickup and swap: you pay one side Rs 300, we cover the other side.
  • Hand over the original item (box and accessories) at pickup. The replacement arrives in the swap.
  • Evaluation rule: if our team rejects due to misuse, missing parts or no valid unboxing video, no replacement is issued. The item is returned (standard courier charges apply).
Example: approved replacement
Order totalRs 8,000
Your side of courier− Rs 300
Our side of courierOn us
Other deductionsNone

Customer support policy

Contact channels
Complaints & after-sales · WhatsApp0326-84627769am to 6pm · returns and claims Logistics & delivery0300-11704849am to 6pm · delivery and tracking Sales0339-77700089am to 9pm · orders and products
What to share for fastest help
  • Order ID, full name, phone number
  • Unboxing video and (if needed) issue video
  • Clear description of the problem
Fair use and fraud
  • Afridi Imports may decline claims that do not meet policy or show misuse or fraud.
  • Our decision is final on return, refund and replacement matters. Rejected claims cannot be pursued legally.

Email sales@imports.pk · 1, Warp Tower, Canal Ave, Dalazak Road, Peshawar

Quick FAQs

1How long will delivery take?

Usually 2–5 business days across Pakistan. Remote areas may take longer.

2Do I need an unboxing video?

Yes. For any return or claim, the unboxing video is mandatory. Damage and dead-on-arrival claims are not accepted without it.

3How do I start a return or replacement?

Use our Return/Replacement Form, or message WhatsApp Care (0326-8462776) with your Order ID and videos.

4Who pays courier charges on returns and replacements?

We cover one side. You cover one side (Rs 300).

5How are COD refunds calculated?

Refund = order amount − Rs 300 (pickup) − 4% government taxes (courier-withheld). Example: Rs 10,000 − 300 − 400 = Rs 9,300.

6When will I get my refund?

Within 15 working days after we receive and verify the returned item.

7Can I return a used product or one without accessories?

No. Change-of-mind returns must be unused, in re-sellable condition, with the original box and accessories.

8What if my replacement request is rejected after evaluation?

If rejected due to misuse, missing parts or no valid unboxing video, no replacement is issued. The item is returned and standard courier charges apply.

9My order is late. What should I do?

Message our Logistics team on WhatsApp (0300-1170484). We will check with the courier and update you.

10Can I change my address after placing the order?

Before dispatch: we will try to update it. After dispatch: depends on courier policy and may not be possible.

See all 24 FAQs →

Return / Replacement FormFAQsOpen Parcel Policy
WhatsApp Care Start a claim