Returns + Exchanges

Return & Refund Policy

Last Updated: August 15, 2026

At Hafiz Book Town, we want you to receive your order safely and in the condition described on our website.

If you receive a damaged, defective, incorrect or materially different product, you may be eligible for a return, exchange or refund according to this policy.

1. Return Period

Return requests must normally be submitted within 5 days of receiving your order.

Requests submitted after this period may not be accepted unless required by applicable law or approved by Hafiz Book Town in exceptional circumstances.

2. Eligible Returns

A product may be eligible for return if:

• You received the wrong product

• The product was damaged during delivery

• The product is defective

• The product is materially different from its description

• An item is missing from your order

The issue must be reported within the applicable return period.

3. Return Conditions

To be eligible for a return, the product should generally:

• Be unused or in its original condition

• Be returned with its original packaging where applicable

• Include tags, accessories or components supplied with the product

• Not have been intentionally damaged or misused

Some products may have additional return conditions because of their nature.

4. Non-Returnable Products

Certain products may not be eligible for return or exchange, including:

• Used products

• Products damaged through customer misuse

• Personalized or customized products

• Products with missing parts or accessories caused by the customer

• Products specifically identified as non-returnable on the product page

• Certain hygiene-sensitive products

• Digital products, where applicable

This does not affect any consumer rights that cannot legally be excluded.

5. Wrong Product Received

If you receive a product different from the product you ordered, contact Hafiz Book Town within 5 days of delivery.

After verification, we may arrange:

• Replacement with the correct product, subject to availability; or

• A refund where replacement is not possible.

6. Damaged Product

If your product arrives damaged, please contact us as soon as possible and preferably within 48 hours of delivery.

Please provide clear photographs or videos showing:

• The outer package

• Shipping label

• Damaged product

• Packaging material

• Any visible damage

This information may be required to investigate the claim with our courier partner.

7. Defective Product

If a product has a manufacturing defect or does not function as reasonably expected, please contact us within the return period.

After inspection or verification, Hafiz Book Town may offer:

• Replacement

• Exchange

• Repair, where applicable

• Refund

The available solution depends on the product and nature of the defect.

8. Change of Mind

Returns requested only because of a change of mind may not be accepted for every product.

If Hafiz Book Town accepts a change-of-mind return, the customer may be responsible for applicable return shipping costs and other reasonable charges.

Please contact us before sending any product back.

9. Return Shipping Charges

If the mistake is ours

If you received a wrong, damaged or defective product confirmed by Hafiz Book Town, we may cover the applicable return or replacement delivery cost.

If the return is requested for another reason

The customer may be responsible for return shipping charges.

We will inform you of the applicable procedure before the return is arranged.

10. Refunds

Once an approved return has been received and inspected, we will notify you about the refund decision.

If a refund is approved, it may be processed through the original payment method or another mutually agreed payment method.

Cash on Delivery Orders

For Cash on Delivery orders, we may request your bank or digital-payment details to process an approved refund.

Hafiz Book Town will never ask for your complete debit/credit card PIN, password or OTP.

11. Refund Processing Time

Approved refunds are normally initiated within 3–7 business days after the returned product has been received and verified.

The time required for the money to reach your account may vary depending on the bank or digital payment provider.

12. Exchanges

If you request an exchange, the replacement product will be subject to availability.

If the requested replacement is unavailable, Hafiz Book Town may offer an alternative product or refund, as appropriate.

13. Order Cancellation

You may request cancellation before your order has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the standard return procedure may apply.

14. How to Request a Return

To request a return, contact Hafiz Book Town through:

Phone/WhatsApp: 03267629535
Email: info@hafizbooktown.com

Please provide:

• Order number

• Customer name

• Phone number

• Product name

• Reason for return

• Photos/videos where applicable

Do not send a product back before receiving return instructions from Hafiz Book Town.

15. Return Inspection

Returned products may be inspected before a replacement or refund is approved.

If the returned product does not meet the applicable return conditions, the return may be rejected and the product may be sent back to the customer.

16. Refund Deductions

Where applicable and permitted, refunds may be adjusted for:

• Non-refundable delivery charges

• Return shipping charges where the customer is responsible

• Missing components or accessories

• Damage caused by misuse

• Other applicable charges communicated before processing

17. Promotions and Bundles

Products purchased as part of a bundle or promotional offer may have special return conditions.

If returning part of a bundle changes the eligibility or value of the promotion, the refund may be adjusted accordingly.

18. Consumer Rights

Nothing in this Return & Refund Policy is intended to remove or restrict any consumer rights or legal protections that cannot legally be excluded under applicable Pakistani law.

19. Contact Us

For return and refund questions, please contact:

Business Name: Hafiz Book Town
Website: hafizbooktown.com
Email: info@hafizbooktown.com
Phone/WhatsApp: 03267629535
Business Address: Railway Road, Hafizabad
City: Hafizabad, Pakistan

We will review each eligible request fairly and provide an appropriate solution.