Returns and Replacement Policies

General Return Guidelines:

  • Item must be purchased via Orient.com.pk, if the item has been purchased from a retail outlet or another partner online store, the customer will have to return it via their supplier’s established return channel.
  • Item must be in its original condition (not used). Item must include all packaging material and accessories (as shipped). This includes any certificates, manuals, warranty cards, stickers or tags, etc. Items with manufacturing defect and/or items damaged during delivery can be replaced after due diligence (see Replacement Guidelines).
  • Item must not be purchased as part of a promotion. Such items can only be replaced (components only) under their warranty claims.
  • Items with operational/performance issues cannot be returned if brought in to use but as per company policy the customer might be able to claim their warranty for component replacement (see Warranty and Claims).

For further information contact your regional office or branch through the Find Us page or consult with the representatives (customer support) of the company at (042) 111 111 660.

When can I return a product?

Orient offers a ‘7 day return’ policy for most of its small to medium size appliances. However, there is no such return policy for large and oversized products (e.g. Refrigerators and Air Conditioners). A customer may though cancel their order any time before delivery.

What is the procedure for returning a product?

A customer can return a product within the 7-day return period that starts one the product has been received. To initiate a return pick up the customer must call our customer service at (042) 111 111 660 and submit a pick up request by stating the invoice and delivery tracking code along with the item batch number (as stated on the invoice). The item will be collected and sent to the head office for inspection. If the item is cleared of any damages and meets the return guidelines the user will be transferred the amount paid for the item less any delivery charges to an associated bank account.

How much time will it take for me to get my money back?

If the product is purchased via cash on delivery, Orient.com.pk will require 7 days to transfer the refund to an associated bank account (submitted by the customer) once the return is approved by the head office.

For product purchased via credit/debit card, bank transfer, mobile wallet or over the counter (using our payment partners MobiCash or EasyPaisa), Orient.com.pk will require 5 days to transfer the refund one the return is approved by the head office.

How long does it take to validate a return?

The Orient Electronics quality assurance team requires 2 working days to clear a product. Once completed the customer is sent an email with the results of the verification. In case if the return is not verified, the customer is sent an email detailing the reasons for verification failure and the product is then repacked and delivered to the customer. If the reason for the return was product performance then the customer can alternatively claim product warranty (for component replacement).

Note: Orient.com.pk will make 2 attempts to deliver back the item, if the product is not received the customer will have to collect it from the head office directly.

Replacement Guidelines:

  • Item must be purchased via Orient.com.pk, if the item has been purchased from a retail outlet or another partner online store, the customer will have to claim the replacement via their retailer.
  • Item must be in its original condition (not used). It must include all packaging material and accessories (as shipped). This includes any certificates, manuals, warranty cards, stickers or tags, etc.
  • All items will need to be checked for claims of damage. This may be done by recalling the item back the factory or by sending an onsite examination team. If the product has been damaged during installation or any mishandling after receipt, the company will not entertain a return/replacement. If the customer claim is verified then the customer will be sent a replacement unit/product.
  • If the item is not physically damaged but is not performing as expected. The product will be examined by Orient team. In the off-chance, the product has a defect, the technician will replace the defected part or approve the replacement (if required). For more information on this please refer to our warranty and claims section.
  • For further information contact your regional office or branch through the Find Us page or consult with the representatives (customer support) of the company at (042) 111 111 660.

When can I get a product replacement?

Orient.com.pk exercises a strict quality control to ensure that all orders shipped are in approved conditions (including packaging and protection). However, in case where there is a mishap or the product is damaged while shipping Orient.com.pk will replace the product for the customer after verifying the claim. This applies to all products listed on Orient.com.pk.

What is the procedure for requesting a replacement?

A customer can request a replacement within 7-days of delivery. To initiate a replacement the customer must call our customer service at (042) 111 111 660 and submit a replacement request by stating the issue with the product, the invoice number, the delivery tracking code and the item batch number (as stated on the invoice).

It is recommended that the customer also take evidence pictures of the packaging (if damaged) and mail it to the support department at [email protected] Once the request has been submitted, the item will be collected and sent to the head office for inspection. If the item meets the replacement guidelines the user will be shipped a new product from Orient Electronics

How much time will it take for me to get my replacement?

Once the replacement request is validated it will take the normal course of delivery time to send you a new product. Normal delivery time is 5-7 days.

How long does it take to validate a return?

The Orient Electronics quality assurance team requires 2 working days to clear a product. Once completed the customer is sent an email with the results of the verification. In case if the replacement request is not validated, the customer is sent an email detailing the reasons for validation failure whereas the product is repacked and delivered to the customer.

Note: Orient.com.pk will make 2 attempts to deliver back the item, if the product is not received the customer will have to collect it from the head office directly.