Policy Date: January 18, 2025
At Al Zaib, we prioritize customer satisfaction and aim to provide a seamless shopping experience. While we do not offer refunds, we do provide an exchange option for eligible products. Please read our policy carefully before initiating a request.
1. Exchange Timeframe
We accept exchange requests within 2 days of receiving your order. After this period, exchanges will not be accepted.
2. Exchange Process
To request an exchange, please contact us before returning any item. You can reach us at:
Email: support@alzaib.pk
WhatsApp: 03448106402
Once we receive your request, we will provide detailed exchange instructions.
3. Condition for Exchange
The product must be unused and returned with all original tags, packaging, and accessories intact. Items that have been used, damaged, or altered in any way will not qualify for exchange.
4. Exchange Procedure
- The customer must return the original parcel.
- Upon receiving and inspecting the returned item, we will send a replacement of the same product.
- If the requested exchange item is out of stock, we may offer an alternative product of equal value.
5. Important Note for Open-Delivery Parcels
If your order is delivered with the “Allow to Open” option, please open the parcel, check the product, and confirm its condition before making the payment. Once you accept and pay for the parcel, we will not be responsible for any issues or claims regarding the product.
5.1. Video Requirement for Non-“Allow to Open” Parcels
If your parcel is not delivered with the “Allow to Open” option, please ensure you record a full unboxing video while opening the package. The video must be continuous (without cuts or pauses) and clearly show the package being opened and the product inside.
This video will serve as essential proof in case the product is damaged, defective, or different from what was ordered. Without this video evidence, exchange claims will not be accepted.
6. Non-Exchangeable Items
The following items cannot be exchanged:
- Sale items
- Custom-made products
- Personal care items
Please ensure you carefully review your purchase before placing an order.
7. Damaged or Defective Products
If an item arrives damaged or defective, we require an unboxing video as proof. The video must:
- Clearly show the package being opened.
- Display the product’s condition without any cuts or pauses.
Orders returned without an unboxing video will not be eligible for exchange.
8. Vendor-Based Deliveries & Shipping
Some of our products are sourced from different vendors, resulting in varying delivery timelines and shipping charges. Our dispatch locations include Peshawar, Karachi, and Lahore, which may affect delivery times by 1–2 days. We appreciate your patience and understanding regarding these variations.
9. Important Notice Before Purchase
Before buying a product, please carefully review the provided pictures, videos, and product details to ensure you are fully satisfied. If you need further clarification, feel free to contact us via WhatsApp.
10. Order Confirmation & Tracking
You will receive a call or message on WhatsApp for order confirmation. Once the order is confirmed, it cannot be canceled. After your order has been dispatched, we will provide you with a tracking number to check the shipment status.
For any further inquiries or to initiate an exchange, please feel free to contact us via email or WhatsApp.
We appreciate your trust in Al Zaib and are always here to assist you!