Return, Replacement & Refund Policy

Policy at a Glance

15-Day Return or Replacement: We offer a 15-day return or replacement period from the date of delivery.
Unboxing Video Required: An unboxing video is mandatory for all damage, DOA, wrong-item, and missing-item/part claims.
Doorstep Pickup: For approved claims, we arrange pickup from your address.
Keep Original Packaging: Please keep the original box, packaging, manuals, cables, accessories, and freebies until your claim is fully resolved.
Replacement After Evaluation: All replacement requests are subject to inspection and approval by our team.
Condition Verification: If the returned item’s condition does not match the unboxing video, the claim may be rejected and the item returned to you.
Refund Timeline: Approved refunds are issued within 15 working days after the returned item has been received and inspected.

Detailed Return & Replacement Policy

1. Our Customer-First Promise

At Al Nafay Electronics, we offer a 15-day return or replacement period on eligible purchases.

You do not need to visit a courier office. If your claim is approved, we will arrange pickup from your address and process either a replacement or refund, depending on your preference and the applicable policy.

Our goal is to make the return and replacement process simple, fair, and stress-free.

2. What Is Covered?

Eligibility

Your claim may be eligible if:

The request is made within 15 days of delivery.
You have changed your mind and the product is unused, complete, and in re-sellable condition, along with a valid unboxing video.
The product has a manufacturing defect or is dead on arrival (DOA), and the issue is visible in the unboxing video.
You received the wrong item or missing parts/accessories, as shown in the unboxing video.

Important: The unboxing video confirms the condition of the parcel and product at the time of opening and helps us validate your claim.

3. What Is Not Covered?

A claim may not be accepted in the following situations:

No unboxing video is provided.
Damage caused by burning, misuse, or incorrect usage.
Damage caused by over-voltage, water ingress, drops, rough handling, or unauthorized repairs.
Normal cosmetic wear and tear, including minor scratches, dents, or color fading.
Missing original packaging, accessories, manuals, cables, or included freebies.
Return or replacement requests made after 15 days from delivery.

4. Before You Start — Checklist

Please have the following ready before submitting your claim:

Unboxing video recorded from the moment you open the parcel.
Issue/functional video if there is a technical problem.
Original box and packaging.
All accessories, manuals, cables, and freebies.
Product in clean and re-sellable condition, where applicable.
Your Order ID, Name, and Phone Number.

5. How to File a Claim

Step 1 — Fill Out the Claim Form

Scroll down and complete the Return/Replacement Form with your:

Name
Phone Number
Order ID
Email Address
Purpose
Message

After submission, our team will contact you and request your Unboxing Video and Issue Video, if applicable.

Step 2 — Contact Us on WhatsApp

You can also contact our WhatsApp Care team and provide:

Order ID
Name
Phone Number
Unboxing Video
Issue Video, if applicable
A brief description of the issue

WhatsApp Care: +92 300 8742596

Step 3 — Review & Confirmation

Our team will review your claim according to this policy. Once approved, we will confirm your claim and guide you through the next steps.

6. Replacement — How It Works

Doorstep Replacement

1. Eligibility
Your request must meet the eligibility requirements, including valid video proof, original packaging, and all accessories.

2. Pickup & Replacement
Once approved, we arrange courier pickup from your address. For approved replacements, one side of the courier charges is paid by the customer and the other side is covered by us.

3. Collection Charges
Your share of the courier/COD charges will be collected with the replacement delivery or as advised by our support team.

4. At Pickup
Please hand over the product along with its original box, packaging, and all accessories. The replacement item will be delivered according to the approved replacement arrangement.

5. Evaluation Rule
If the replacement is rejected because of misuse, missing parts, damage, or lack of valid unboxing video, no replacement will be issued. The product will be returned to the customer, and standard courier charges may apply.

Example

For an order totaling Rs. 8,000, the customer pays their applicable half of the courier charges, while Al Nafay Electronics covers the other half. No additional deduction is made for an approved replacement, subject to the applicable courier charges.

7. Return & Refund — How It Works

From Pickup to Refund

1. Eligibility
The return must meet the policy requirements, including valid video proof, complete packaging, and re-sellable condition for change-of-mind returns.

2. Pickup
For approved claims, we arrange pickup from your address. Please pack the product safely with its original packaging and accessories.

3. Inspection
Once received, our team will inspect the product and compare its condition with the provided unboxing video and the requirements of this policy.

4. Refund Method
Approved refunds will be issued through the original payment method or an available/preferred wallet, as applicable.

5. Courier Charges
For approved returns, one side of the courier charges is paid by the customer and the other side is covered by us.

Condition Mismatch

If the condition of the returned product differs from what is shown in the unboxing video — including signs of use, missing parts, misuse, damage, or a non-re-sellable condition — the claim may be rejected.

In such cases, the product will be sent back to the customer and standard courier charges may apply.

8. Costs & Deductions

Courier Charges

For approved returns or replacements:

One side of the courier charges: Customer’s responsibility
Other side of the courier charges: Covered by Al Nafay Electronics
Your share is generally 50% of the applicable courier charges.

Refund Example

Order Total: Rs. 10,000
Pickup/Courier Charge: Rs. 300
COD Tax: None

Refund Amount: Rs. 9,700

9. Processing Time

Refunds

Approved refunds are issued within 15 working days after we receive and verify the returned product.

Replacements

Replacement products are dispatched after the claim has been approved and the required pickup/replacement arrangements have been completed.

10. Fraud & Misuse Disclaimer

To protect our customers and our business, Al Nafay Electronics reserves the right to reject any claim that does not comply with this policy.

Claims may also be rejected if misleading or inaccurate information is provided, or if misuse, intentional damage, tampering, or fraudulent activity is suspected.

By placing an order, you acknowledge and agree to the terms of this Return, Replacement & Refund Policy. Al Nafay Electronics’ decision regarding the eligibility and processing of a return, refund, or replacement claim will be final, subject to applicable law.

Contact & Support

WhatsApp Care: +92 300 8742596
Email: alnafayelectronics34@gmail.com

Address:
Near Jazz Bank, Opposite Bus Stand,
Civil Lines, Gujranwala, Punjab, Pakistan.