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Return & Exchange Policy

CONDITIONS

  • What are the conditions to return a product ?

Before returning an item, please read through our Return Policy on this page, to make sure your item is eligible for return.

You have 2 calendar days after item delivery to notify us that you want to return your product.

If your item meets all the requirements, your return can be initiated by calling Customer Service at the number +92-0321-866 94 22.

Returns are easy. Simply follow the Few steps stated below:

  • How much time do I have to return a product ?

Items sold on www.aalaya.pk can be returned within a period of 2 days from delivery date, provided they are eligible for return.

Example: If I received my product on the 5th, I have until the 12th to contact Customer Service.

Customer Service agents are available at +92-0321-866 94 22, from 10:00 am – 06:00 pm, monday to sturday.

Note: You have 2 days from the day you received your purchase to call www.aalaya.pk to initiate your return. Past this date, unfortunately, we do not accept returns. If the nature of your complaint refers to damages, we advise you to check if your product has a warranty, and contact the manufacturer if it does. Click here to learn more about warranties.

RETURNING YOUR PRODUCT & QUALITY CHECK

  • How to request a return ?

Contact Customer Service at +92-0321-6688 151 or sales@aalaya.pk to confirm that your product is eligible for return. We will explain to you the return procedure, and either arrange for our courier partners to pick-up the product, or confirm the nearest service provider location where you can drop-off the product.

Please be prepared to give the following pieces of information:

1. Your order number.

2. The reason for the return.

3. The method of refund that you would like and the necessary information associated (bank account number, etc.)

4. Where and when the product should be picked-up

Note: For pick-ups, we will make 3 attempts to pick-up the product. However, past this, we will cancel the return procedure and you will not be able to return your product to us anymore.

  • How do I send my product to www.aalaya.pk ?

Our customer service will arrange for our courier partners to pick-up the product, free of shipping costs.

In case our customer service cannot organised the retrieval, we will kindly re-direct you to another service provider, and will give you the necessary details to send the item back to us free of shipping costs.

  • Once my product is received by www.aalaya.pk, what are the checks being done ?

Once your product is received, your product will be checked by our Quality Check team.

We will make sure that your product meets all the requirements for a return as stated in our policies.

  • How long does the validation or invalidation of the refund take ?

This quality evaluation process may take about 2 business days. Once completed, we will send you an e-mail or call you to give you the result of the evaluation.

  • If my refund is validated, how and when will I get reimbursed ?

The quickest way for us to process your refund is to request a easy paisa refund.

  • Can I request a replacement rather than a refund ?

If you prefer to replace your product, just let Customer Service know and we will call you as soon as your initial product has been received, and we have looked into availability of the replacement product. If you choose a refund voucher, you can also use it to buy a similar product on www.aalaya.pk yourself.

  • If my returned product is not validated for return, how am I informed ?

If your return is invalid, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.

Note: We will make 3 attempts to return the product to you. However, after this, we will cancel the return procedure and we will keep the product with us for a maximum of 60 days.

  • I have bought an item on promotion or with a voucher. What amount will you refund me ?

For items purchased on sale, the amount refunded will be the exact amount paid, and not the full price of the item.

For Example: If you purchased an item on sale, and paid Rs. 2000, and its full price was Rs. 4000, we will refund you the paid price of Rs. 2000.

  • What is a Voucher and how to use it ?

A Voucher is a ticket that has worth equal to the value of product you ordered, that you can use exclusively on www.aalaya.pk .