RETURN OR EXCHANGE POLICY

At Ghaffari, your satisfaction is central to our promise of excellence. If your order does not meet expectations, please contact our Customer Care at 0327-7177176 within 3 days of delivery for an exchange (subject to stock availability).

You may request a return or exchange if:

The product is damaged, defective, or incomplete.
The product received does not match the SKU ordered.
Products purchased directly from our website must be returned to our Customer Care department at 0327-7177176 for exchange or refund processing.
To qualify, items must be unused, in their original packaging, with all labels and protective stickers intact.
Sale or discounted items can only be exchanged if the wrong item was delivered.
For hygiene reasons, oils, sample packs, and agarwood are non-returnable and non-exchangeable.
Refunds or exchanges are subject to inspection and validation of the returned product. Approved refunds are processed in the original payment method.

HOW DO I APPLY FOR A RETURN?

WhatsApp us at 0327-7177176 with images of the defective/incorrect product, along with order details and reason for return.
Once approved, you will be guided to send the parcel to our Customer Care address.
Please note: shipping and handling costs for returns are the customer’s responsibility.

WHEN WILL MY RETURN BE PROCESSED?

Returns are processed within 5–7 working days of receipt.
During peak or festive seasons, processing may take up to 14 working days.

DO YOU OFFER REFUNDS?

We operate under a No Refund policy.
Refunds are only granted in exceptional cases, such as when the product is out of stock.
In case of refund, only the product value will be credited; shipping and handling charges are non-refundable.
Refunds are processed within 6–7 working days, depending on the payment method.

ORDER CANCELLATION

Orders are confirmed by phone call from our sales staff. Once confirmed, they are shipped within 4 to 5 working days.
To cancel, contact us via call or WhatsApp at 0304-0001188 (mentioning ORDER CANCELLED) within 24 hours of confirmation.
After dispatch, the Return & Exchange Policy applies.
We reserve the right to cancel orders due to stock unavailability, pricing errors, or other unforeseen reasons.

SHIPPING & HANDLING

A flat delivery fee of PKR 300 applies to orders below PKR 5,000.
For Cash on Delivery (COD), please pay the rider before opening the package.
For queries, contact our Customer Service at 0327-7177176.

DELIVERY TIME

Average delivery time for major cities is 4-5 working days (from date of dispatch).
Remote areas may take longer.
Customers must ensure availability on the provided contact number for smooth delivery.
Timely delivery is subject to courier performance; delays beyond our control may occur.
During festive periods (e.g., Eid-ul-Fitr, Eid-ul-Adha), both order processing and delivery may take longer.