Refund policy

Al Rafay Creatives is operated from Gujranwala, Pakistan.

CANCELLATION POLICY
Customers may request order cancellation within 24 hours of placing the order. To request a cancellation, please contact Al Rafay Creatives with your order details or order number.

A cancellation will only be considered confirmed after approval from Al Rafay Creatives. Once 24 hours have passed, cancellation may not be possible because the order may already be in the design, material preparation, cutting, finishing, packing, or dispatch stage.

RETURN POLICY
Standard catalog products may be eligible for return within 7 calendar days after delivery. If the last return-request day falls on a weekend or public holiday, the deadline will move to the next working day.

Before sending any product back, customers must first contact Al Rafay Creatives and receive return approval and instructions. Products returned without prior approval may not be accepted.

A change-of-mind return may be accepted only if the product:

  • Is a standard catalog item
  • Is not custom-made, personalized, or custom-sized
  • Has not been used, installed, damaged, or altered
  • Is returned in its original condition
  • Includes all supplied parts, accessories, and packaging
  • Is packed safely for return delivery
  • Includes proof of purchase

CUSTOM AND NON-RETURNABLE ITEMS
Custom-made, personalized, made-to-measure, bespoke, and specially sized products are not eligible for return due to change of mind.

However, this does not affect the customer’s right to raise a valid claim if the item is received damaged, defective, incorrect, incomplete, or significantly different from the approved design or confirmed order details.

DAMAGED, DEFECTIVE, WRONG, OR INCOMPLETE ORDERS
If your order arrives damaged, defective, incomplete, or different from what you ordered, please report the issue within 3 calendar days of delivery.

When contacting us, please share your order details and, where possible:

  • A clear photo of the complete product
  • Close-up photos of the damaged or affected area
  • Photos of the outer and inner packaging
  • A photo of the courier label

Please keep the product and packaging safely until the claim has been reviewed. An unboxing video can help with the review process, but it is not the only required proof.

After review, an approved claim may be resolved through repair, replacement, replacement of the affected part, partial refund, or full refund, depending on the situation.

RETURN SHIPPING
For approved change-of-mind returns, the customer is responsible for return shipping charges and safe packaging. Original delivery charges are not refundable in change-of-mind cases.

If the return is due to an approved manufacturing fault, wrong item, missing part, transit damage, or an error from Al Rafay Creatives, we may arrange return shipping or reimburse reasonable return shipping costs.

REFUNDS
Approved refunds are generally processed within 7 business days after the returned product or claim has been inspected and approved.

Where possible, prepaid orders will be refunded through the original payment method. For Cash on Delivery orders, refunds may be issued through bank transfer, mobile wallet, or another mutually agreed method. Banks and payment services may take additional time to complete the transfer.

EXCHANGES
We do not offer automatic exchanges for change-of-mind cases. If a product is eligible, it may be returned according to this policy, and the customer may place a new order separately.

CONTACT US
Al Rafay Creatives
Main Sheikhpura Road, Chowk Khiali Bypass, Gujranwala, Pakistan
Email: rafaycreativesinfo@gmail.com
Phone: 03116409642