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    Shipping & Returns

    1.Return Policy

    We do our best to make sure everything works perfectly, but if you find that any of our products are faulty within 3 days from purchase, we will give you store credit of that amount or exchange the product with the similar product. Please read the conditions for return or exchange given below.

    Many small technical issues can be resolved from the user manual given with the products, however if the issue persists, please call our helpline, and we will be happy to guide you in the right direction.

    We will also guide you to the relevant warranty center in your area, for trouble shooter tips and other small queries.

    However, we’ll be happy to exchange it for you or give you store credit , If it’s within 03 days, in its original condition and you’ve got proof of purchase, you can send the item you consider defective  to:

    Shaheen grocers,
    Safa Mall, F-7
    Islamabad, Pakistan

    Or call us at

    +92 51 2723119 or +92 318 3538540

    Some items cannot be returned or exchanged you can view the list here. Returns & Exchanges will only be facilitated for the goods purchased through only. After 3 days, it is a no refund no return policy.

    We will only be returning or exchanging (in under 3 days) if the packaging is intact, the product is not damaged/broken or any other issue.

    Customer will have to send the product to the abovementioned address within 3 days. If you are in a city outside of Islamabad/Rawalpindi, you may send it in 7 days. After which we will pass it through Quality Control check, to see if a return is applicable. If you are entitled to a replacement or store credit, we will replace the product or give you store credit.

    If after the three days there is a technical fault in the product, customer can call our helpline, and we will guide them to contact the brand’s warranty center.

    For device related issues after usage or the expiration of the return window, we will refer customers to the brand warranty center (if applicable).

    **Please note that products are not eligible for a return if the product is “No longer needed/changed your mind”.

    Conditions for Returns

    The product must be unused, and without any flaws. If a product is returned to us in an inadequate condition, we reserve the right to send it back to customer.

    The product must include the original tags, user manual, warranty cards, freebies and accessories.

    The product must be returned in the original and undamaged manufacturer packaging / box. Do not put tape or stickers on the manufacturers box.

    **Shaheen Grocers Online reserves the right to not issue a full refund if the packaging is broken, the item is broken/damaged, or if the problem is not genuine. (See relevant scenarios below)

    Proof of Purchase

    Please note that all returns, exchanges or repair requests must be accompanied by any of the following Proof of Purchase:

    • Original return/exchange receipt
    • Products without receipt or if not in a reasonable condition will be assessed by the management. A deduction of 15% (or a certain percentage) fee, based on condition will be applied.

     Credit Card Returns

    • Payments made through credit card are subject to a deduction as bank charges, on a return slip.

     Form of Returns

    • Store Credit
    • Exchange

    No claims

    • Purchase made at Shaheen Grocers online at www. can only be Returned or Exchanged at Shaheen Grocers Online Store, simply call our helpline and our representative will help you guide through the procedure . No claims of returns, exchange will be catered at any other store of Shaheen Grocers.
    • Products purchased from Shaheen Grocers stores will not be treated at our online store in anyway(Return or Exchange)
    • No claims will be accepted on products that have been previously returned or exchanged
    • If a product is damaged by the consumer it will not be returned or exchanged
    • Any product that comes back without receipt can be refused return or exchange
    • Return request is made outside the specified time frame
    • Any consumable item which has been used
    • Products with tampered or missing serial numbers
    • Items that are returned without original packaging or accessories
    • Goods & items purchased on sale or other promotions are not eligible for returns & exchange, unless you have received damaged goods
    • Custom made or altered items. Any personalized products will not be returned
    • No returns on store credit

     Cancellation Policy

    • Please call us to cancel your return request and we will do the needful in 2 hours time after that cancellation is not acceptable.
    • Your entire order amount will be credited back to your account. (check)
    • An order cannot be cancelled once it is dispatched.

    Non-returnable and Non-exchangeable items:-

     These include:

    1. Edible, Frozen Food,
    2. Consumables
    3. Ultra fresh items
    4. Undergarments (for the purposes of hygiene)
    5. Sanitary Produces (razors pampes, pads )
    6. Baby products
    7. Stationary

    4. Shipping

    To return the item you purchased, please mail it to:

    Returns do not include any shipping and handling charges shown on the packaging slip or invoice. Shipping charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to hardware during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.