Return & Refund Policy

This policy applies to every order placed on alielectricstore.com. It covers what we take back and who pays for what. We ship inside Pakistan only, and refunds are paid in Pakistani Rupees (PKR).

Ali Electric Store, Near Insaf City, Hala Road, Shahdadpur, Sindh, Pakistan. Phone +92 302 309 7605. WhatsApp +92 341 348 9181. Email [email protected].

Returns we accept

We take a product back if it arrives defective or does not work. You have 3 days from delivery to tell us. That matches the “Check Warranty (2-3 days)” label carried by much of our range. Test the product as soon as it reaches you.

Transit damage, a wrong item, or something missing from the box is a separate case. Tell us within 48 hours of delivery, before you install or use the item, and send photographs. We cannot distinguish transit damage from installation damage once an item has been wired in, which is why the item must not be installed before you report it.

We do not accept change-of-mind returns, and we do not swap a product for a different model, size or rating. Where a product is faulty or arrived damaged, we repair it, replace it with the same item, or refund the price of the product. Where the item is not the one you ordered, we send the item you ordered or refund the price of the product. Anything sent back has to be in its original packaging with everything that came in the box. After 3 days, a fault is only actionable if the product page shows a “Manufacturer Warranty” label; a product labelled “Check Warranty (2-3 days)” has no cover once the 3 days have passed.

How to start a return

Contact us within 3 days of delivery, or within 48 hours if the parcel was damaged in transit, the item is the wrong one, or something is missing. There is no form to fill in.

• Phone: +92 302 309 7605
• WhatsApp: +92 341 348 9181
• Email: [email protected]

Have your order number ready and tell us what the fault is in your own words. Send photographs of the product, and of the packaging if the parcel was damaged or the item is the wrong one. If the fault only shows when the product is switched on, a short video is more use to us.

Returns come to the shop: Ali Electric Store, Near Insaf City, Hala Road, Shahdadpur, Sindh, Pakistan, phone +92 302 309 7605. Talk to us before you send anything, so the parcel is logged against your order number when it lands.

What happens after you contact us

1. We look at what you have sent and tell you whether the claim is accepted.
2. If it is accepted, we confirm the return address in writing.
3. You pack the product in its original packaging and send it back at your own cost, with a courier that gives you a tracking number. Keep the receipt.
4. We inspect the product when it reaches us, and you get the result in writing.
5. If the fault is confirmed we repair the product, replace it with the same item, or refund the price of the product. We say which one with the inspection result. If the replacement is out of stock we refund instead, and the same applies if the fault comes back after a repair.

Do not send a product back before we have accepted the claim. A parcel that arrives here without one waits until we have spoken to you, and getting it back to you is at your cost.

A return parcel is your courier’s responsibility until it reaches our counter. One lost on the way is a claim against that courier, and we will give you our written acceptance of your claim to support it. The buyer-paid rule holds even where the item we shipped was not the one you ordered.

Payment security

Where an online payment option is offered at checkout, card, Raast, bank account and wallet payments are handled by PayFast, operated by Avanza Premier Payment Services. PayFast is a PCI-DSS certified payment gateway licensed by the State Bank of Pakistan. You type your card details on the payment provider’s own secure page, so we never see or store your card number, expiry date, CVV or PIN. A card payment can only go back through the gateway to the card that paid it.

How a refund is paid

A refund goes back by the route the payment came in on, and it covers the price of the product. The delivery charge paid on the order is not part of it. Refunds are paid in Rupees, and never into a third party’s account. We do not refund as store credit or as a voucher.

On a COD order only the delivery charge is paid in advance by bank transfer, and the product amount is paid in cash to the courier. On a COD return the amount refunded is the cash you handed to the courier. Where a bank transfer discount was applied, the refund is the discounted amount you paid.

How long it takes

A working day here means Monday to Saturday. Sundays and public holidays in Pakistan are not counted.

Once the returned product reaches us and the fault is confirmed at inspection, we start the refund within 7 working days. Most refunds reach the customer within 7 to 10 working days of the inspection result, depending on the bank or card issuer. No handling or restocking fee comes off it. If the money has not arrived and you think it should have, send us your order number on WhatsApp and we will trace it.

What is refunded and what is not

The delivery charge is worked out per product and per destination, so it is not the same on every order. The exact amount is shown by the “Check Delivery Charges” calculator on each product page and again in the total at checkout.

When we cannot accept a claim

A claim will not be accepted where:

• The fault is reported more than 3 days after delivery, or transit damage, a wrong item or a missing item is reported more than 48 hours after delivery.
• The product was damaged after delivery, by mishandling or by being installed incorrectly.
• The product was run on the wrong voltage, wired the wrong way, or damaged by a surge from outside the product.
• The product has been permanently installed or hard wired, dismantled, modified, or repaired by anyone other than us. Connecting a product briefly to check that it runs is not installation, and unpacking it is not either.
• The serial label has been removed or defaced, so the unit cannot be identified.
• The product does not come back in its original packaging.

If the inspection finds no fault, we tell you what we found and return the product to you at your cost.

Warranty claims

Warranty is set per product, and the product page shows which label applies: “Check Warranty (2-3 days)” or “Manufacturer Warranty” with the duration written next to it. The manufacturer durations on our products are 3 months, 6 months, 12 months and 5 years. Whichever label a product carries, 3 days from delivery is when you report a fault to us.

Check Warranty (2-3 days)

This is a checking period, not a long-term manufacturer warranty. You test the item after delivery and tell us within 3 days if it does not work. Once those 3 days have passed there is no repair or replacement under this label.

Manufacturer Warranty

Report the fault to us within the same 3 days and it is handled as a return. A fault that shows up later, while the product is still inside the duration printed on the product page, is a warranty claim instead. A warranty claim takes longer than a return, because the product may have to go to the manufacturer or the importer, whose decision and timetable then apply. Start a claim on the same phone number, WhatsApp number or email address, with your order number and the fault.

Cancelling an order

Contact us with your order number as soon as you can. We can cancel while the parcel is still here and has not gone to the courier. Cancelling before dispatch costs you nothing, and anything already paid is refunded in full, whether that is the advance delivery charge on a COD order or the full amount on a prepaid order. Where nothing has been dispatched we start that refund as soon as the order is cancelled. The refund goes back by the route in the table above.

Once the parcel is with the courier the order stands. If the product then turns up defective, damaged or wrong, it is handled as a return under this policy.

If a COD parcel is refused at the door, or the courier cannot deliver it, the parcel comes back to us and the advance delivery charge is not refunded. If you prepaid the whole amount and the parcel comes back to us, we refund the product amount once it is in our hands. The delivery charge in that payment is not refunded either. We will contact you about sending the order again, and a new delivery charge applies.

If you disagree with our decision

Tell us and we will look at the case again. Reply on the channel you already used, or write to [email protected] with your order number, and put the word “escalation” in the message so it is not read as a new query. We acknowledge an escalation within 1 working day and answer in writing within 5 working days. The same phone number, WhatsApp number and email address handle escalations. You can also bring the product and your order number to the shop.

If you are still not satisfied, you can take the matter to your bank or card issuer, or to the consumer court in your district.

Related pages

Track an order at alielectricstore.com/track-order/. See also our Shipping and Delivery Policy, our Terms and Conditions, our Privacy Policy and our Contact Us page.

Contact us

Last updated: 26 August 2026