Refund & Returns

  1. How to Return a Product?
  2. Returns Guideline
  3. Refunds Guidelines
  4. Complaint Resolution

Escrow Process: An assurance that the Merchant is only paid once the right product (as ordered) is delivered to the user. Hence if there is any issue with the order (incomplete/incorrect product) the user account will be credited with the amount of the order within 3-5 days, unless the product is to be returned + exchanged, then a separate process is executed.

How to Request a Return or a Refund?

  1. Sign in to your AlfaMall Account, select “My Orders”
  2. Select the order you wish to return and click on the "Manage Order" button
  3. Click on “Return Items”
  4. Fill in/Edit the Return Form & Choose Reason for Return. Some possible reasons in drop down option are:
  • Item was damaged
  • Item was defective
  • Item Stopped working on Arrival
  • Item(s)/accessories were missing
  • Item as not as ordered
  • Others: _______
  1. The available “Return Options” (pickup/drop-off) will be displayed in this form
  2. Details of product will be marked as return and be picked up by AlfaMall Merchant
  3. User must print the pre-paid returns labels and arrange collection
  4. Pack your parcel securely, with the product in the original and undamaged manufacturer's packaging as delivered to you and secure the Return Label on top of the return package.
  5. Either head to your nearest drop-off point from the list or wait for collection by the Merchant's pick-up service
  6. Please be aware that AlfaMall only process user refund once the item has been returned to and checked by our Merchant; this can take up to 10-14 days to refund your funds. Amount charged on account of shipment charges shall not be refunded in any case.
  7. On approval on the authenticity of the claim, AlfaMall will process user refund immediately and notify user via SMS / Email.
  8. User can also call the Bank Alfalah Call Center at (021) 111-225-111 and request a Refund

Return process

For Groceries items, users are requested to check all the products quality and quantity at the time of delivery to avoid any inconvenience.

  1. Item must be in a saleable condition in its original, undamaged packaging and BAFL will consider the overall condition when making a refund or replacement
  2. Unopened products can be returned if found broken/damaged or expired within 3 days’ time
  3. BAFL will not refund or return a product after product’s been opened or unsealed
  4. Fresh Products i.e. fruits and vegetables cannot be returned once delivered

Return ELIGIBILITY

For Groceries items, users are requested to check all the products quality and quantity at the time of delivery to avoid any inconvenience.

  1. Item must be in a saleable condition in its original, undamaged packaging and BAFL will consider the overall condition when making a refund or replacement
  2. Unopened products can be returned if found broken/damaged or expired within 3 days’ time
  3. BAFL will not refund or return a product after product’s been opened or unsealed
  4. Fresh Products i.e. fruits and vegetables cannot be returned once delivered

Return nON-PERISHABLE ITEMS

For Groceries items, users are requested to check all the products quality and quantity at the time of delivery to avoid any inconvenience.

  1. Item must be in a saleable condition in its original, undamaged packaging and BAFL will consider the overall condition when making a refund or replacement
  2. Unopened products can be returned if found broken/damaged or expired within 3 days’ time
  3. BAFL will not refund or return a product after product’s been opened or unsealed
  4. Fresh Products i.e. fruits and vegetables cannot be returned once delivered

Return Perishable Items

For Groceries items, users are requested to check all the products quality and quantity at the time of delivery to avoid any inconvenience.

  1. Item must be in a saleable condition in its original, undamaged packaging and BAFL will consider the overall condition when making a refund or replacement
  2. Unopened products can be returned if found broken/damaged or expired within 3 days’ time
  3. BAFL will not refund or return a product after product’s been opened or unsealed
  4. Fresh Products i.e. fruits and vegetables cannot be returned once delivered