SHIPPING & EXCHANGE POLICY

Shop with confidence at Al-Fatah

Shop at Al-Fatah with the confidence of knowing that if you are not completely satisfied with your purchase, we will provide you with an exchange, replacement or repair within the guidelines outlined below. This policy applies to all purchases made at Al-Fatah online. Our hassle-free return policy is part of our commitment to taking care of you every step of the way. Exchanges will only be facilitated for the goods purchased through www.alfatah.pk.

SHIPPING AND DELIVERY POLICY

 

  1. GENERAL
  • 1. Al-Fatah Online with its registered address at Al-Fatah Head Office, 52B, Block E1, Adjacent Shapes Gym, Gulberg 3, Lahore, Pakistan, operates the website https://alfatah.pk. We specialize in the sale and purchase of Grocery, Fashion, apparel, and accessories under the brand name Al-Fatah Online.
  • 2. This shipping and delivery policy ("Policy"), outlines our procedures and policies regarding the delivery and shipping of products purchased on the Al-Fatah Online Platform.
  • 3. We are committed to providing a seamless customer experience and work with reputable logistics partners to ensure timely and reliable delivery of your purchased products.

 

  1. TERMS OF SHIPPING AND DELIVERY
  • 1. Dispatch and Delivery Timeline:

We partner with third-party logistics service providers to handle shipping and delivery. Delivery times will be agreed with you at the time of placing your order. If you have any specific queries concerning order delivery time, please contact our team on WhatsApp at +92 3111555222.

  • 2. Information for Delivery:

To ensure timely delivery, we have to collect specific information such as your name, shipping address, billing address, landmarks, contact details, etc. It is your responsibility to provide accurate information. We shall not be liable for delivery failures due to inaccurate information.

  • 3. Delivery Attempts:

After the initial delivery attempt, we will contact the cardholder via their registered email address or phone number. If the cardholder allows for a second attempt, additional charges may apply for subsequent attempts.

  • 4. Delay in Delivery:

Although we strive for punctual delivery, delays can arise due to logistical challenges, weather conditions, political disruptions, or unforeseen circumstances. We are committed to keeping you well-informed about any delays and the anticipated next delivery date. All communications regarding delays will be documented on the appropriate channel, ensuring you are aware of these channels. In the event of any disputes, these communications can serve as compelling evidence.

  • 5. Actions of Delivery Personnel:

We engage reputable delivery partners; however, we are not liable for acts or omissions of delivery personnel. Any disputes between you and delivery personnel must be resolved independently.

  • 6. Tracking Information for Out of city Orders:

After your order is processed, you will receive a unique tracking ID for real-time monitoring of your order Sent from TCS, Blue-Ex and M&P. Additionally, if you communicate with us through other channels such as WhatsApp or social media, we can provide the tracking ID upon request on those channels. Please note that while we make reasonable efforts, tracking information may experience time lags or encounter technical difficulties beyond our control.

  • 7. Delivery Charges - Pakistan:

Delivery Charges Policy

With in City Deliveries:

Flat Delivery Charges: PKR 199.

Out-of-City Deliveries:

Standard Delivery Charges: PKR 299, Including Packing Charges of PKR 50 for parcels weighing up to 3 kg.

For parcels above 3 kg: Standard Delivery Charges of PKR 299 Including Packing Charges of PKR 50, and PKR 50 per additional kg. 
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Order Timing:

Last order time: 9:00 PM.

Orders placed after 9:00 PM will be delivered the next day.

 

  1. GOODS/SERVICES NOT RECEIVED
  • 1. Definition:

A 'Goods and Services Not Received' situation refers to circumstances where a customer does not receive the ordered goods or services within the expected timeframe or as described in the purchase agreement. This can include instances such as failed delivery attempts or non-receipt of the goods despite successful delivery confirmation.

  • 2. Eligibility:

This policy applies to all orders placed with us. Any customer who makes a purchase with us is eligible for this policy regarding 'Goods and Services Not Received' situations.

  • 3. Delivery Address and Confirmation:

Goods will be dispatched to the shipping address provided by the customer during the order placement process. Our delivery process is contactless, and we do not provide a physical sign-off as proof of delivery. However, the proof of delivery is provided by our third-party delivery partner. Additionally, for online orders, an OTP (One-Time Password) system will be implemented. The receiver of the parcel must input the OTP at the time of delivery to confirm that the parcel has been received. The OTP will serve as evidence that the right person has received the goods in sound condition. For issues regarding goods or services not received or missing items, please note that Al-Fatah will not be liable once the order has been confirmed as received after entering the OTP at delivery. In case of any dispute, we will provide this proof of delivery as evidence against the nature of the dispute.

 

 

 

 

 

 

For Al-Fatah’s own delivery personnel, this model applies. However, for deliveries handled by Panda Go, TCS, Blue-Ex, or M&P, the tracking and confirmation process will follow the respective models of those service providers.

 

For all Logistic Partners, the following policies apply:

 

  • COD (Cash on Delivery) orders will be handed over upon receipt of payment.
  • Paid orders will only be delivered once a valid CNIC (Computerized National Identity Card) is provided by the recipient.
  • Sends an SMS notification to the customer once the order is Handed over to the Rider for Tracking
  • Calls are also made to customers for order confirmation.

 

 

  • 4. Confirmation of Delivery:

We will issue a tracking number for your parcel, serving as confirmation that the goods have been dispatched to the provided shipping address Via Email or SMS.

  • 5. Timeframe:

Customers must report a 'Goods and Services Not Received' issue within 14 working days from the expected delivery date. Working days exclude weekends and public holidays.

  • 6. Reporting:

To report a 'Goods and Services Not Received' issue, customers must contact our customer service team using the provided contact details. Please reach out to us via 042-32307777 or info@alfatah.pk for assistance with 'Goods and Services Not Received' issues.

  • 7. Missing Delivery Disputes:

We follow rigorous processes to ensure that goods are not missed out during the shipping process. Our commitment to customer satisfaction extends to assisting customers in locating their missing items should such a situation arise.

However, by accepting these terms and conditions, the cardholder absolves the merchant from responsibility in cases of missing deliveries. The tracking number serves as evidence of dispatch, and no credit card/debit card dispute can be raised for a missing delivery.

Our customer service team is also available to assist you in contacting the courier company and resolving any delivery-related issues.

  • 8. Contactless Delivery:

Our delivery process is designed to be contactless, prioritising the safety and convenience of our customers.

The absence of a physical sign-off does not diminish the validity of the delivery process, as the tracking number serves as a digital confirmation.

  • 9. Customer Responsibility:

It is the responsibility of the customer to ensure the accuracy of the provided shipping address during the order placement.

By accepting these terms and conditions, the cardholder acknowledges and agrees to promptly communicate any discrepancies or issues related to the delivery directly to the designated courier company, absolving the merchant from liability.

  • 10. Investigation:

Upon reporting a 'Goods and Services Not Received' issue, customers must contact our customer service team (042-32307777 or +92 3111555222) with the order number or reference, a description of the issue, and any relevant documentation such as tracking numbers or delivery confirmations. Our team will then internally review the provided information, maintain clear communication with the customer throughout the investigation, and take appropriate action. We will communicate the outcome of the investigation to the customer and try to ensure their satisfaction with the resolution.

  • 11. Resolution:

We are unable to define possible resolutions other than assisting the customer in locating their missing items, as we have clearly dispatched it from our end. We also do not offer any refunds/exchanges.

  • 12. Further Assistance:

For any additional assistance or inquiries regarding your delivery, please contact our customer service team at info@alfatah.pk or through WhatsApp at 0311-1555222

RETURNS AND CANCELLATION POLICY

 

  1. GENERAL
  • 1. At Al Fatah Online we are committed to providing the highest quality workmanship. Whilst we hope you are delighted with your order; we do not offer any return or exchange under normal conditions.
  • 2. "Normal conditions" typically refer to situations where the product is delivered as described, without defects or errors in workmanship, and meets the quality standards set by Al-Fatah Online In such cases, where the product meets our quality control standards and matches the description provided at the time of purchase, Al-Fatah Online does not offer returns or exchanges. This policy is in line with our commitment to providing high-quality products and ensuring customer satisfaction.

 

  1. DEFECTIVE PRODUCTS
  • 1. At Al-Fatah Online we prioritize quality assurance to ensure that customers receive products free from defects. Our quality checks include thorough inspections during manufacturing and packaging stages. We employ skilled professionals who meticulously examine each product for any flaws, inconsistencies, or damages that may affect its functionality or appearance.

Furthermore, we adhere to strict quality control standards and industry best practices throughout the production process. This includes using high-quality materials and implementing measures to prevent defects during handling and shipping.

 

 

  • 2. Notification of Defect:

If you receive a product with defects, kindly notify us within 48 hours of receiving the item. To notify us of a defective product, please contact our customer service team through 0311-1555222

 Or info@alfatah.pk, and provide the following information to justify your claim:

  • Order number or reference
  • Description of the defect
  • Clear photos or videos showing the defect
  • Any other relevant details or documentation related to the defect.

 

  • 3. Return Process:

We will guide you through the return process to our address in Pakistan. All shipping and customs charges associated with the return are to be covered by the customer. Please follow these steps:

  • Notify us of any defects within 48 hours of receiving the item, providing order details and evidence of the defect.
  • Upon approval, securely pack the item and ship it to our return address at your expense.
  • Once received, we'll assess the defect and offer a resolution, which may include the replacement, store credit, or refund (if eligible).
  • 4. Thorough Investigation:

Upon receiving the defective product, we will conduct a comprehensive investigation to assess the reported issues.
Our investigation process includes visual inspections, documentation review, communications, and an internal review to thoroughly assess reported issues with the items and determine the appropriate resolution.

  • 5. Refund or Replacement:

Based on our findings and in adherence to our policy, we will proceed with either a refund or a replacement.
Paid Orders Refund will be Processed with in 15 Working day from Cancellation date for Cancelled Order and Partial Order from the Order Processing date.

Refunds are issued only in exceptional cases, at the discretion of the brand.

Generally, we do not accept exchanges or refunds. Exceptions are made only in cases of verified defects or exceptional circumstances, as determined by the brand.

  • 6. Discretion of the Brand:

The brand reserves the right to make final decisions on refunds and replacements based on the outcome of the investigation.

 

  1. CANCELLATION POLICY
  • 1. Eligibility:

Cancellation requests are subject to approval and will not be possible for orders already processed or shipped. If the time window for cancellation has elapsed, the customer will not be allowed to cancel their order, and all associated costs will have to be borne by the customer.

 

  • 2. Timeframe:

Customers can initiate a cancellation request within 24 hours of placing their order. After this timeframe, cancellation requests may not be accommodated.

To cancel an order, please contact our customer service team immediately with your order number.

 

  • 3. Refund Process:

If a cancellation is approved, refunds will be issued in the form of store credit of the same value. This store credit is valid for the online store only and must be used within 3 months from the date of issuance. The expected timeframe for processing refunds is 7-14 business days from the date of cancellation approval.

  • 4. Exceptions:

The following items are exempt from cancellation and refund:

  • Final sale items marked as non-returnable or non-refundable.
  • Personalized or custom-made products that have already entered production.
    • 5. Procedure:

To initiate a cancellation request, customers must contact our customer support team at 042-32307777 or info@alfatah.pk. Please provide your order number and reason for cancellation when contacting us.

  • 6. Communication:

Upon cancellation of an order, customers will receive a single notification via email and SMS to their registered email address and phone number. This notification will confirm the receipt of their cancellation request as well as the status of the cancellation.

  • 7. Liability:

Customers are liable for providing accurate order details and initiating cancellation requests within the specified timeframe. Al-Fatah Online holds liability for processing cancellations promptly and issuing refunds in accordance with the policy.

  • 8. Changes or Updates:

Any changes or updates to the cancellation policy will be communicated to customers via email/Call and updated on our website. It is recommended to review the cancellation policy periodically for any revisions.

TERMS AND CONDITIONS

 

  1. GENERAL
  • 1. Welcome to Al-Fatah Online Our commitment is to provide you with high-quality craftsmanship. While we hope you are delighted with your order, please be aware that we do not entertain returns or exchanges under normal conditions.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
  1. EXCHANGE POLICY
  • 1. If you receive a product with defects, kindly notify us within 48 hours of receiving the item. We will guide you through the return process to our address in Pakistan, with all associated shipping and customs charges covered by the customer. We conduct a thorough investigation upon receiving the defective product and proceed with a refund or replacement at our discretion. Generally, we do not accept exchanges or refunds, except in cases of verified defects or exceptional circumstances.
  1. PRICE AND CONTENT INFORMATION
  • 1. While we endeavour to maintain accurate pricing and content information, occasional errors may occur. We reserve the right to refuse or cancel any orders placed for items listed at incorrect prices or with inaccurate content descriptions. In such cases, we will contact the customer for further instructions and may choose to cancel the order at our discretion.
  1. ORDER ACCEPTANCE
  • 1. We reserve the right to refuse or cancel any order for various reasons, including limitations on quantities, inaccuracies in product or pricing information, or issues identified by our credit and fraud avoidance department. We may require additional verifications before accepting any order, and if cancelled, we will notify you.
  1. DELIVERY CHARGES

For All orders Flat PKR 249 delivery/shipment will be charged only if product weight is within 5 KG. Above 5KG to 10KG charges are PKR500, 10KG to 20KG charges are PKR1000,

Above 20 KG RS.100 will be added per KG.

  1. DELIVERY TIMELINES
  • Al-Fatah Online is responsible for dispatching your order within the Selected Timeframe, we deliver goods only to specified regions within Pakistan. Delivery times will be agreed with you at the time of placing your order.
  1. PRIVACY
  • 1. Your privacy is important to us. Any personal information provided through this site will be used in accordance with Al-Fatah Online privacy policy

 

  1. CONTACT INFORMATION
  • 1. For questions, concerns, or complaints, please email us at https://alfatah.pk or contact us at 042-32307777. Our address is Al-Fatah Head Office, 52B, Block E1, Adjacent Shapes Gym, Gulberg 3, Lahore, Pakistan. We aim to respond to complaints within 2 business days.

 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.