Return and Refund Policy

Return & Refund Policy

Last updated: 24 July 2026

This Policy applies to purchases made through imaarat.com or confirmed by an official Imaarat quotation, order confirmation or invoice. Because Imaarat offers standard goods, bulk materials, custom-made items and project-based installation services, eligibility depends on the product and order type. Project-specific contract or quotation terms will apply in addition to this Policy.

Nothing in this Policy is intended to remove any right or remedy that cannot lawfully be excluded under applicable consumer law.

1. Category-Based Eligibility

Category / order type	Change-of-mind return	Key conditions
Bulk and loose materials: sand, crush, bricks, blocks, ready-mix concrete and similar loads	Generally not accepted after dispatch or offloading	Claims for shortage, contamination, wrong material or visible damage must be recorded promptly. Quantity and quality should be checked before or during offloading where practical.
Cement, construction chemicals and other moisture- or shelf-sensitive products	Unopened standard stock may be considered before dispatch; normally not after delivery	Incorrect, expired, damaged or defective goods remain subject to verification. Storage after delivery is the customer’s responsibility.
Steel, wood, scaffolding, boards, cut-to-size items and fabricated products	Not accepted after cutting, fabrication or project procurement	Wrong specification, material shortage or confirmed manufacturing defect may qualify for replacement, correction or another remedy.
Standard packaged products: bath, plumbing, electrical, lighting, fans, standard doors/windows, flooring, tools, storage and similar items	Within 7 calendar days of delivery	Unused, uninstalled, complete and in original resaleable packaging with labels, accessories, invoice and warranty documents. Restocking or return-delivery charges may apply if disclosed and reasonable.
Paint and finishes	Unopened standard-stock items may qualify within 7 days	Tinted, mixed, opened, used, custom-colour or specially ordered items are not returnable for change of mind.
Appliances and electrical equipment	Unopened and unused items may qualify within 7 days	Once installed, energized or used, issues are normally handled under the applicable manufacturer or seller warranty unless the product was supplied incorrectly or was defective at delivery.
Custom kitchens, furniture, doors, elevators, escalators, HVAC, fire-fighting and other project-based systems	Not accepted after approved procurement, fabrication or installation begins	Cancellation and defect remedies are governed by the signed quotation or contract, approved specifications, milestone schedule and warranty terms.

2. Damaged, Defective, Short or Incorrect Deliveries

· Inspect the order at delivery where reasonably possible. Note visible damage, shortage or an incorrect item on the receiving challan before signing.

· Take clear photographs or video and contact Imaarat promptly, preferably within 24 hours for visible issues. A later report may still be reviewed where the defect was hidden and could not reasonably have been identified on delivery.

· Do not install, alter, cut or use an item that appears incorrect or damaged unless Imaarat authorizes this in writing.

· Imaarat may inspect the product, request supporting evidence or arrange verification by the supplier, installer or manufacturer before approving a remedy.

· Depending on the circumstances and applicable rights, the remedy may be replacement, repair, completion of shortage, correction, credit or refund.

3. Requesting a Return

· Contact support with the order or invoice number, product name, reason for return and photographs where relevant.

· Do not send an item back until return instructions or authorization are provided.

· The customer is responsible for safe packing and return transport for a change-of-mind return. Imaarat will bear reasonable return or replacement costs where the wrong or defective item was supplied by Imaarat, subject to verification.

· Returned products must include all components, accessories, manuals, labels, warranty cards and original packaging reasonably required for resale.

4. Refunds

· Approved refunds are initiated after the returned goods or claim have been inspected and accepted.

· Refunds will normally be made to the original payment method where feasible. Bank transfer or store credit may be used with the customer’s agreement or where the original method cannot receive a refund.

· Imaarat aims to initiate an approved refund within 5–7 working days. The bank, payment processor or card issuer may require additional time to post the amount.

· Original delivery, installation and handling charges are generally non-refundable for a change-of-mind return. They will not be deducted where the return results from Imaarat’s confirmed error or a defect for which Imaarat is responsible.

· For custom or project orders, any deduction from an advance must reflect documented materials, labour, freight, design, mobilization or other costs already reasonably committed under the accepted quotation or contract.

5. Cancellations

· Standard in-stock goods: may be cancelled without charge before dispatch, unless a payment-provider fee is non-refundable and was disclosed.

· Bulk materials: may be cancelled before loading or dispatch. After loading or dispatch, reasonable and documented transport, handling or supplier charges may be deducted.

· Custom, imported, made-to-order or project-based orders: may be cancelled before procurement, fabrication or mobilization begins. Once commitments have been made, cancellation is subject to the accepted quotation or contract and documented costs already incurred.

· Imaarat may cancel an order if stock is unavailable, pricing or product information contains a material error, payment cannot be verified, the delivery is unsafe or unlawful, or fraud is suspected. Any amount received for goods not supplied will be refunded, subject to lawful deductions agreed for project work already performed.

6. Exchanges

An eligible product may be exchanged for the same item or another available item. Any price difference and applicable delivery cost must be settled before dispatch. Exchange availability is not guaranteed until confirmed in writing.

7. Warranty Claims

A manufacturer, supplier or installation warranty may apply separately from the 7-day return period. The warranty provider, duration, exclusions and claim process should be stated on the product page, warranty card, quotation or invoice. Imaarat will facilitate a valid claim where it sold or arranged the product, but the available remedy may depend on the warranty terms and applicable law.

8. Contact

Return, cancellation and warranty requests: Phone/WhatsApp +92 332 4408777; Email imaaratpk@gmail.com. Include the order or invoice number and supporting photographs where relevant.