At Alburraq Bedding, customer satisfaction is important to us. We want you to receive the products you ordered in the expected condition. This Refund Policy explains how cancellations, returns, exchanges, and refunds are handled.

1. Eligibility for Returns and Refunds

You may contact us to request a return, exchange, or refund if:

• You receive a damaged or defective product.
• You receive an incorrect product or a product that materially differs from your confirmed order.
• Your parcel contains missing items.
• Your order is cancelled by us or cannot be fulfilled after payment has been received.
• Another circumstance gives you a remedy under applicable law.

Each request will be reviewed based on the circumstances, the product condition, the order details, and applicable legal requirements.

2. Reporting a Problem

If you receive a damaged, defective, incorrect, or incomplete order, please contact us within 48 hours of delivery.

To help us resolve the issue promptly, please provide:

• Your order number and contact details.
• Clear photographs showing the product and any damage.
• Photographs of the packaging and shipping label, where relevant.
• A continuous unboxing video showing the sealed parcel and the product being unpacked, where available.
• A brief explanation of the issue.

Please keep the product, original packaging, and shipping label until we have reviewed your request.

An unboxing video is strongly recommended because it helps us verify the condition of the parcel on arrival. However, the absence of a video will not automatically prevent consideration of a claim or remove any rights available under applicable law.

3. Return Conditions

Where a return is approved, we may ask you to return the product within 3 Days with its original packaging and included accessories, where reasonably possible.

Products should not be intentionally damaged, altered, or misused after delivery.

For hygiene reasons, certain products may be subject to additional return conditions, provided those conditions are disclosed and consistent with applicable law.

Please contact us before sending any product back. Unapproved returns may cause delays in processing your request.

4. Customized and Made-to-Order Products

Customized products are prepared according to the specifications confirmed by the customer.

• Customized products are generally not eligible for returns or refunds solely because of a change of mind or a preference change after production.
• Advance payments for customized orders may not be refundable once production has started, except where required by applicable law or where a refund is otherwise due under this policy.
• If a customized product arrives damaged, defective, incorrect, or materially different from the agreed specifications, please contact us for an appropriate resolution.

Customers should confirm sizes, designs, colors, and other customization details before approving production.

5. Change of Mind

For standard, non-customized products, please contact us before dispatch if you wish to cancel an order.

After dispatch or delivery, returns due solely to a change of mind are subject to our approval and any applicable legal requirements.

Where a change-of-mind return is accepted, the product must meet the return conditions communicated by our customer support team. Original shipping charges and return shipping costs may be non-refundable where legally permitted and where the customer is responsible for those charges.

This section does not affect your rights regarding defective, damaged, incorrect, or non-conforming products.

6. Refund Process

Once we receive and review your request, we will communicate the outcome and any required next steps.

Depending on the circumstances, the resolution may include:

• A replacement product.
• An exchange for an eligible item.
• A refund of the eligible amount.
• Another mutually agreed solution permitted by applicable law.

If a return is required, the refund decision may depend on receiving and inspecting the returned product, unless a different process is appropriate or legally required.

7. Refund Method and Processing Time

Refunds will generally be made through the original payment method where practical, or another mutually agreed method.

For Cash on Delivery orders, we may request the customer's bank account or other payment details necessary to issue an approved refund. Customers should provide such information only through our official customer support channel.

After approval, we aim to process refunds within 7–14 business days, depending on the payment method, bank, payment provider, and any required product inspection.

This is an estimated processing timeframe, not a restriction on any shorter deadline or other requirement imposed by applicable law.

8. Shipping Charges for Returns

If a product is confirmed to have arrived damaged, defective, incorrect, or materially different from the confirmed order, Alburraq Bedding will arrange an appropriate resolution and handle reasonable return or replacement shipping costs as applicable.

For approved change-of-mind returns, the customer may be responsible for return shipping charges where permitted by law and communicated in advance.

We will clarify the applicable arrangements before the customer sends a product back.

9. Cancelled or Unfulfilled Orders

If we cancel an order or are unable to fulfil it after receiving payment, we will notify the customer and arrange an appropriate refund for the amount paid for the unfulfilled order.

For customized orders, any cancellation or refund will be assessed in accordance with the confirmed order terms, production status, this policy, and applicable law.

10. Non-Delivery and Lost Parcels

If your order has not arrived within the expected delivery period, contact us so we can investigate with the courier.

If the parcel is confirmed lost or delivery cannot be completed, we will work with you to arrange an appropriate resolution, including a replacement or refund where applicable.

11. Fraudulent or Misleading Claims

We may investigate claims involving inconsistent order details, suspected misuse, or potentially fraudulent activity. We may request reasonable supporting evidence before deciding a claim.

Any investigation will be conducted in a manner consistent with applicable law and will not remove legitimate customer rights.

12. Contact Us

To request a refund, return, exchange, or cancellation, contact Alburraq Bedding through the official contact details provided

• Email: [email protected]
• Customer Support: +923132854548

Please include your order number and a clear description of your concern so we can assist you efficiently.

Thank you for choosing Alburraq Bedding. We value your trust and are committed to resolving genuine concerns fairly.