Terms & Conditionsشرائط و ضوابط

1. About us

Hafiz Arslan Traders is a wholesale and retail store based in Lahore, Pakistan, selling kitchenware, crockery, hot pots, plasticware, disposables, hajj essentials and everyday groceries. You can reach us on phone or WhatsApp at +92 307 1999231.

2. Products, prices and availability

• All prices are shown in Pakistani Rupees (PKR).
• Prices, specifications and availability can change without prior notice. The price that applies to your order is the one confirmed with you when we confirm the order.
• Product photographs are for illustration. Colour, packaging and printed design may vary slightly between batches, particularly for crockery, plasticware and disposable items.
• Stock is limited. If an item becomes unavailable after you order, we will contact you and offer a replacement, a partial delivery, or a refund for that item.

3. Placing an order

• You can order through the website checkout or by messaging us on WhatsApp.
• Submitting the checkout form is a request to buy. Your order is confirmed only once we confirm it with you by phone or WhatsApp.
• You must provide a correct name, phone number and complete delivery address. We are not responsible for delays or failed deliveries caused by an incomplete address or an unreachable phone number.
• We may decline or cancel an order — for example if the item is out of stock, a price was listed incorrectly, the address is outside our service area, or we suspect misuse.

4. Delivery areas and charges

• DHA Phase 1-5, Lahore: a flat delivery charge of Rs. 300 applies, and delivery is free if your address is within a 2 km radius of our shop. These orders are delivered by our own rider.
• Other areas of Lahore (for example Township, Model Town, Ichra and similar areas): your parcel is sent through a third-party ride and delivery service such as Yango or InDrive. The rider's fare depends on the distance and is paid by the customer. It is not included in the order total shown at checkout. We will tell you the fare before dispatch, and it is paid directly to the rider or added to your payment as agreed.
• Outside Lahore: we do not offer standard delivery outside Lahore. If you still need the order, message us on WhatsApp and we can arrange a courier. Courier charges are paid by the customer, and delivery timelines are controlled by the courier company, not by us.
• All delivery times are estimates. Traffic, weather, rider availability, public holidays and courier delays can affect them.

5. Payment

• For orders in Lahore outside DHA Phase 1-5, Lahore, payment is required in advance. Cash on Delivery is not available for these orders because the parcel is handed over to a third-party rider.
• For DHA Phase 1-5, Lahore orders, payment terms are agreed with you when we confirm your order.
• For courier orders outside Lahore, full payment including courier charges is required before dispatch.
• Payment details are always shared with you by us directly from our official number. Never send money to an account that has not been confirmed by us on +92 307 1999231.

6. Unboxing video — required for every claim

• The video must clearly show the sealed parcel from all sides, including the shipping label and order details.
• The parcel must be opened in the same video, without cuts, pauses or edits, and all items unpacked on camera.
• Report any issue within 24 hours of delivery on WhatsApp at +92 307 1999231, along with the video and clear photos.

7. Returns, exchanges and refunds

• 7-day return policy: you may request a return or exchange within 7 days of delivery, provided the item is unused, complete with its original packaging and accessories, and in resaleable condition.
• Disposable items are not returnable. This includes tissue paper, wipes, foil, cling film, disposable cups, plates and cutlery, garbage bags and similar consumables. Food and grocery items are also not returnable for hygiene and safety reasons, unless they arrived damaged and this is shown in your unboxing video.
• Items damaged by misuse, mishandling, dropping, overheating or normal wear and tear are not covered.
• If the fault is ours — a wrong, damaged or missing item verified by your unboxing video — we will replace the item or refund you, and we bear the delivery cost.
• For any other reason, such as a change of mind, delivery, rider and courier charges are non-refundable and the cost of returning the item to us is paid by the customer.
• Approved refunds are processed within 7 working days, through the same method used for payment wherever possible.

8. Cancelling an order

• You may cancel free of charge at any time before the parcel is dispatched.
• Once the parcel has been handed to a rider or courier it cannot be cancelled; the return policy above applies instead.
• If a parcel is refused at the door, or the customer cannot be reached after dispatch, the delivery and rider charges remain payable by the customer.

9. Warranty

Unless a manufacturer's warranty is specifically mentioned on the product page, products are sold without any additional warranty from us. Where a manufacturer's warranty does exist, claims are handled under that manufacturer's own terms and process.

10. Using this website

• Our product photographs, descriptions and other website content may not be copied, reproduced or republished for commercial purposes without our written permission.
• You agree not to misuse the website, for example by placing fake orders, attempting to disrupt the site, or extracting data in bulk.

11. Limitation of liability

To the maximum extent permitted by law, our total liability for any order is limited to the amount you paid for that order. We are not liable for indirect or consequential losses, or for delays caused by third parties such as riders, courier companies, payment providers or network outages.

12. Changes to these terms

We may update these terms at any time. The version published on this page at the time you place your order is the version that applies to that order.

13. Governing law

These terms are governed by the laws of the Islamic Republic of Pakistan, and the courts at Lahore have jurisdiction over any dispute.

14. Contact us

Questions about these terms, an order, or a return? Message or call us at +92 307 1999231. See also our Privacy Policy.