Credit/Debit Card Policy

Dear customers, Card Verification is mandatory to ensure consumer safety. We may collect/need the ID card of the cardholder at the time of delivery or in some cases before the delivery. We do not offer a refund. however, in special cases, we offer online store credit for the amount spent minus delivery charges. In any case, if a product is not available, the remaining items will be shipped and a voucher will be issued equal to that product amount minus shipping charges.

Please note that all exchanges or return requests must be accompanied by any of the following Proof of Purchase:

  • Original receipt must be provided for exchange/replacement.
  • Items must be returned in the original manufacturer’s packaging, with all price tags attached.
  • Exchange and Replacement will be accepted within seven days.
  • In case of item return, only online store credit will be provided.
  • If any product which is to be exchanged, is not currently in our stock, it cannot be credited.
  • We reserve the right to reject the exchange or return requests.

No claims shall be entertained if,

  • You can return a product within 7 days from the date you purchased it, except Fresh, Ultra Fresh and Frozen (Terms and Conditions apply).
  • No claims of exchange/replacement of products bought on the website and mobile application will be catered at any physical store of Al-Fatah in any city.
  • Products purchased from Al-Fatah stores will not be entertained at our online store in anyway (Exchange or Replacement)
  • No claims will be accepted on products that have been previously replaced or exchanged.
  • If a product is damaged by the consumer it will not be exchange or replaced.
  • Any product that comes back without receipt will be refused to be catered.
  • Exchange request is made outside the specified time frame
  • Any consumable item which has been used
  • Products with tampered or missing serial numbers
  • Items that are returned without original packaging or accessories
  • Goods & items purchased on sale or other promotions are not eligible for replacement & exchange, unless you have received damaged goods
  • Custom made or altered items. Any personalized products will not be exchanged or catered.
  • For every paid or card on machine order worth Rs. 25,000 or above, it is mandatory for the customer to provide valid CNIC copy to the rider for record purposes
  • No returns on online store credit.
  • All customers of Al-Fatah are informed that if you make payment using a debit/credit card and receive a payment SMS but the slip does not print from Al Fatah's machine, in this situation, please contact your bank and register a complaint. Al Fatah does not receive any amount in such cases and is not responsible for this error. If we do not receive payment on the spot, our rider will not be authorized to hand over the items to you.