We are currently happy to offer product exchange/replacement but do not offer any cash refunds.

1. What items can be exchanged?

  • Wrong product/s delivered to the customer.
  • Damaged product/s delivered.
  • Expired product/s.

2. When can things be exchanged?

  • Items are valid of exchange if the customer contacts the company within 2 days of receiving the order.

3. How can I exchange my product/s?

  • In case of order replacement/exchange, the customer can either contact our customer services team by sending us a message on Facebook and Instagram or calling us on +92 336 1932525.

4. What happens if the customer receives the wrong quantity of products?

  • Please check your order as soon as it is delivered. If there is an incorrect quantity of items delivered you must notify the rider and contact customer services immediately.

5. Condition for items to be eligible for return/replacement:

  • Your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • Falak reserves the final rights to reject the return of any product that does pass quality checks done by our Quality Control and Sales Team and/or is not returned in original form i.e., unused, the seal is intact, and packaging is original.
  • Product exchange for unsealed items will only be applicable in case there is a quality issue with the product/s and is returned in original packaging, where a call has been placed to our customer services within 2 days of receiving your order.
  • In case there is a quality issue and the product has been opened, 90% of product volume must be there for the relevant department to carry out an investigation. If less than 90% of the product is available, Falak reserves the right to accept or reject the product.

6. How can I cancel my order?

  • Our customer care representative will call you to confirm your order before preparing it for dispatch. You have the option to cancel your order during this time.
  • Order cancellation is valid before the dispatch/shipment/out for delivery of the order otherwise the cancellation will not be valid.
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