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Policy

  1. 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: To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging. Items that show signs of wear, damage, or alteration may not be accepted. • Non-Returnable Items: Certain items are non-returnable, including: • Perishable goods (e.g., food, flowers). • Customized or personalized products. • Items on sale or marked as final sale. • Intimate apparel (e.g., underwear, Fragrance) for hygiene reasons. How to Initiate a Return To initiate a return, please follow these steps: 1. Contact Us: Email our customer service team at [email protected] with your order number, the item(s) you wish to return, and the reason for the return. 2. Receive Return Authorization: Once your return request is approved, you will receive a Return Authorization Number (RAN) along with detailed instructions on how to return your item(s). 3. Package Your Return: Carefully package the item(s) in their original packaging, including all accessories, manuals, and any free gifts received. Include the RAN in your return package. 4. Ship the Item: Ship the item(s) back to us using a trackable shipping method. The customer is responsible for the cost of return shipping unless the return is due to an error on our part (e.g., wrong item sent, defective product). Refunds Refund Process • Inspection: Once we receive your returned item, we will inspect it to ensure it meets our return policy conditions. • Approval: If the return is approved, we will initiate a refund to your original method of payment. • Processing Time: Please allow 5-10 business days for the refund to be processed and credited to your account, depending on your payment provider. Partial Refunds Partial refunds may be granted in the following circumstances: • Items returned after the 30-day return window (within reason). • Items that are returned in a condition different from how they were received (e.g., missing parts, damaged packaging). Non-Refundable Items The following items are not eligible for refunds: • Original shipping costs. • Any customs duties, taxes, or fees for international orders. Exchanges Product Exchanges We offer exchanges for items that are defective or damaged upon receipt. If you need to exchange an item for the same product, contact our customer service team at [email protected] with your order details. We will provide you with instructions on how to proceed. Damaged or Defective Items If you receive an item that is damaged or defective, please contact us immediately at [email protected] with your order number and a description of the issue. We may request photos or other documentation to process your claim. Replacement Process Once the damage or defect is confirmed, we will offer you the following options: • A replacement item shipped to you at no additional cost. • A full refund to your original payment method if a replacement is not available. Cancellations Order Cancellations • Before Shipment: You may cancel your order for a full refund if it has not yet been shipped. Please contact us as soon as possible to request a cancellation. • After Shipment: If your order has already been shipped, you will need to follow our return process to receive a refund. Contact Us If you have any questions or need assistance with a return or refund, please contact our customer service team at [email protected] or +92.312.2115492 or +92.333.2612963 . We’re here to help! This Refund & Return Policy is subject to change without notice. Please review it periodically for any updates.

  2. Shipping Policy

    Al-Turab Ecommerce Shipping Policy Overview At Al-Turab, we strive to provide you with a seamless and efficient shopping experience. Our shipping policy outlines the terms and conditions under which we deliver products to your doorstep. Please review the following information to understand how we manage the shipping process. Processing Time • Order Processing: Orders are typically processed within 3-8 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. • Order Verification: All orders are subject to verification and approval before shipping. We may contact you for additional information if necessary. Shipping Rates & Delivery Times • Domestic Shipping: • Standard Shipping: 5-7 business days. • Express Shipping: 2-3 business days. • International Shipping: • Standard International Shipping: 10-15 business days. • Express International Shipping: 5-7 business days. Shipping charges for your order will be calculated and displayed at checkout based on the weight of the products and the destination. Shipping Restrictions • We ship to most countries worldwide; however, there may be some restrictions based on your location or the nature of the products being ordered. • Certain products may be subject to additional shipping fees or restrictions due to their size, weight, or destination. Shipping Confirmation & Order Tracking • Shipping Confirmation: Once your order has shipped, you will receive a shipping confirmation email containing your tracking number. • Tracking Your Order: You can track your order status using the tracking number provided in the shipping confirmation email. Please allow 24-48 hours for the tracking information to update. Delivery Issues • Lost or Stolen Packages: Al-Turab is not responsible for lost or stolen packages. If your tracking information shows that your package was delivered but you have not received it, please contact the carrier for further assistance. • Undeliverable Packages: If a package is returned to us due to an incorrect address or because it was unclaimed, we will notify you. You may be responsible for the shipping costs associated with resending the package. Customs, Duties, and Taxes • International Orders: All international orders may be subject to import duties and taxes, which are levied once a shipment reaches your country. Al-Turab is not responsible for these charges, and they are the customer’s responsibility. • Customs Clearance: Delays in customs clearance can occasionally occur. These delays are outside of our control, and we are not responsible for any delays caused by customs processing. Address Changes • Order Modifications: If you need to change your shipping address after placing an order, please contact us immediately. We will do our best to accommodate your request, but we cannot guarantee changes can be made after the order has been processed. Contact Us If you have any questions about our shipping policy, please contact us at [email protected] or call +92.312.2115492 or +92.333.2612963. We’re here to help! This Shipping Policy is subject to change without notice. Please review it periodically for any updates.