Return & Refund:

Al-Turab Ecommerce Refund & Return Policy

At Al-Turab, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help. Please review our refund and return policy to understand your options.

Returns

Eligibility for Returns

• Time Frame:
• You have 15 calendar days from the date of receipt to initiate a return.
• Condition:
• Items must be unused, in the same condition as received, and in original packaging.
• Items showing wear, damage, or alteration may not be accepted.
• Non-Returnable Items:
• Perishable goods (e.g., food, flowers)
• Customized or personalized products
• Items on sale or marked as final sale
• Intimate apparel (e.g., underwear, fragrance) due to hygiene reasons

How to Initiate a Return

1. Contact Us

• Email: [email protected]
• Include your order number, item(s) to return, and reason for return.

1. Receive Return Authorization

• If approved, you will receive a Return Authorization Number (RAN) with return instructions.

1. Package Your Return

• Use original packaging, include all accessories/manuals/free gifts, and insert the RAN.

1. Ship the Item

• Use a trackable shipping method.
• Customer is responsible for return shipping unless due to Al-Turab's error (e.g., wrong or defective item).

Refunds

Refund Process

• Inspection:
• We will inspect the item to ensure it meets return conditions.
• Approval:
• Upon approval, a refund will be issued to your original payment method.
• Processing Time:
• Allow 5–10 business days for the refund to reflect, depending on your payment provider.

Partial Refunds May Apply If:

• Items are returned after 30 days, within reason.
• Items are returned in a different condition (e.g., missing parts, damaged packaging).

Non-Refundable Items

• Original shipping costs
• Customs duties, taxes, or fees for international orders

Exchanges

Product Exchanges

• Exchanges are available for defective or damaged items.
• Email [email protected] with order details to request an exchange.

Damaged or Defective Items

• Contact us immediately if you receive a damaged or defective item.
• Provide:
• Your order number
• A description of the issue
• Photos or documentation, if requested

Replacement Process

Upon confirmation of the issue, you may choose:

• A replacement item shipped to you at no additional cost
• A full refund if a replacement is not available

Cancellations

Order Cancellations

• Before Shipment:
• Cancel for a full refund if the order has not shipped.
• After Shipment:
• Follow the return process for a refund.

Contact Us

For assistance with returns, refunds, or exchanges:

• Email: [email protected]
• Phone: +92 312 2115492 or +92 333 2612963
• We’re here to help!

Policy Updates

This Refund & Return Policy is subject to change without notice.

Please review it periodically for any updates.