Refund policy

Return & Refund Policy

At Al Nur Store, we want you to be completely satisfied with your purchase. If you receive a damaged, defective, incorrect, or otherwise eligible product, we are here to help.

1. Return Window

You may request a return within 7 days of receiving your order.

To be eligible for a return, you must contact us within this 7-day period and provide the required information and evidence.

2. Eligible Returns

We accept returns in the following situations:

  • You received a wrong product.

  • The product arrived damaged.

  • The product is defective or does not function as described.

  • The product received is materially different from the product shown or described on our website.

For damaged, defective, or incorrect products, please contact us as soon as possible after delivery.

3. Product Condition

For returns due to reasons other than damage, defect, or an incorrect item, the product must be:

  • Unused and in its original condition.

  • Returned with its original packaging and included accessories.

  • Free from damage caused by misuse, negligence, or improper handling.

Products that have been used, altered, damaged by the customer, or returned without the original packaging may not qualify for a refund.

4. Change of Mind

Because our products are ordered and shipped specifically for customers, change-of-mind returns are not generally accepted.

However, Al Nur Store may consider a return request at its discretion depending on the product's condition and circumstances.

5. Unboxing Evidence

For damaged, defective, or incorrect products, we may require clear photos or an unedited video showing the product and its condition.

For certain products, an unboxing video may be required to properly verify a damage or missing-item claim.

Please do not dispose of the product or its packaging before your claim has been reviewed.

6. How to Request a Return

To request a return, contact Al Nur Store through our official customer support contact details and provide:

  • Order number

  • Customer name

  • Phone number used for the order

  • Reason for the return

  • Clear photos and/or video where applicable

Our team will review the request and provide further instructions if the return is approved.

Do not send a product back without receiving return instructions from Al Nur Store first.

7. Return Shipping Costs

If the return is due to an error on our part, such as receiving a wrong, damaged, or defective product, Al Nur Store will cover the applicable return shipping cost according to our return instructions.

If a return is approved for another reason, the customer may be responsible for the return shipping cost.

8. Refunds

Once the returned product has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed according to the applicable payment method and circumstances.

For Cash on Delivery orders, refunds may be issued through an available refund method agreed upon with the customer.

The time required for the refund to reach you may vary depending on the payment method and financial institution.

9. Replacements

Where appropriate, Al Nur Store may offer a replacement instead of a refund, particularly when the product received is defective, damaged, or incorrect.

Replacement availability depends on product stock.

10. Non-Returnable Situations

A return or refund may be refused where:

  • The 7-day return period has expired.

  • The product has been damaged through misuse or negligence.

  • The product has been intentionally damaged or altered.

  • The product is missing essential parts or accessories due to customer handling.

  • The customer cannot provide sufficient information or evidence for a damage, defect, or wrong-product claim.

  • The product was used in a manner inconsistent with its intended purpose.

This policy does not affect any rights that cannot legally be excluded under applicable law.

11. Order Cancellation

Orders may be cancelled before they are processed for shipment where possible.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return process.

12. Contact Us

If you have questions regarding a return or refund, please contact Al Nur Store through the contact information provided on our website.

We aim to review legitimate return and refund requests fairly and as quickly as reasonably possible.

Al Nur Store
Pakistan