We are happy to offer product exchange/replacement, but we do not offer 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 items be exchanged?

• Items are eligible for exchange if the customer contacts us within 2 days of receiving the order.

3. How can I exchange my product(s)?

• Contact our customer services team by sending us a message on Facebook or Instagram, calling us on +92 336 1932525, or emailing customercare@falakrice.com.

4. What if I receive the wrong quantity of products?

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

5. Conditions for exchange/replacement

• Your item must be unused, in the same condition that you received it, and in its original packaging.
• Falak reserves the final right to reject the return of any product that does not pass quality checks by our Quality Control and Sales teams, and/or is not returned in original form (unused, seal intact and original packaging).
• Exchange of unsealed items applies only if there is a quality issue with the product, it is returned in its original packaging, and our customer services team was contacted within 2 days of receiving the order.
• If there is a quality issue and the product has been opened, at least 90% of the product must be present for the relevant department to investigate. If less than 90% 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 it is prepared for dispatch. You can cancel your order during this call.
• Cancellation is only valid before the order is dispatched or out for delivery.