This policy explains how we deliver orders and what happens if you need to
cancel, exchange or return something. It applies to every order placed on
albakio.com.pk.

1. Shipping

• Delivery charge: a flat Rs 150
  anywhere in Pakistan, shown at checkout before you pay.
• Dispatch: 1 to 2 working days after the order is
  confirmed.
• Delivery: normally 3 to 5 working days after
  dispatch, depending on the destination city.
• Tracking: a tracking reference is emailed to you when the
  parcel leaves us.
• Collection: you may collect an order from our Urdu Bazar
  book store at no delivery charge. Please wait for the email confirming it
  is ready.
• Large school or institutional orders may be delivered on a schedule agreed
  with you in writing.

2. Cancelling an order

• You may cancel free of charge at any time before dispatch.
  Email [email protected] or telephone
  042-35199009 with your order number.
• If payment has already been taken, the full amount including the delivery
  charge is refunded.
• Once an order has been dispatched it can no longer be cancelled, but it
  may be returned under section 3.
• We may cancel an order ourselves if the item is unavailable or the address
  cannot be verified. You will be told and refunded in full.

3. Returns

Returns are accepted within 7 days from delivery
where:

• the item arrived damaged or defective;
• the wrong item was delivered;
• the item does not match its description on this website.

The item must be unused, in its original condition and packaging, with proof
of purchase.

Items that cannot be returned

• Books or materials customised or printed for a specific school.
• Items that have been written in, used or altered after delivery.
• Digital products and online course access once the content has been
  opened.

4. Exchanges

A damaged or defective item may be exchanged for the same title, subject to
availability. If the title is unavailable you may choose a refund instead. We
pay the delivery cost on an exchange that results from our error.

5. Refunds

• Once a returned item reaches us it is inspected and you are told the
  outcome.
• Approved refunds are issued within
  7 to 10 working days to the original payment
  method.
• Card refunds may take a further few working days to appear, depending on
  your bank.
• For cash-on-delivery orders, refunds are made by bank transfer to an
  account in the purchaser’s name.
• Where the fault was ours, the original delivery charge is refunded as
  well.

6. How to start a return, exchange or refund

1. Email [email protected] or telephone
   042-35199009 within
   7 days from delivery of delivery.
2. Give your order number, the item concerned, and the
   reason. Please attach a photograph if the item is damaged.
3. We will reply with a return authorisation and the address to send it to.
   Please do not send anything back before you receive this.
4. Once the item reaches us it is inspected and the refund or exchange is
   processed as set out above.

7. Who pays the return postage

• We do, where the item was damaged, defective, wrongly
  sent or not as described.
• You do, where the item is being returned for any other
  reason we agree to accept.

8. If you are not satisfied

If you are unhappy with how a return or refund has been handled, please use
our Customer Complaint Handling procedure.

How to reach us

• Telephone: 042-35199009
• General enquiries:
  [email protected]
• Orders and delivery:
  [email protected]
• Complaints:
  [email protected]
• Book store: Albakio Book Store, 6 Al-Hamd Market, Ghazni Street, 40 Bazar, Urdu Bazar, Lahore 54000
• Head office: Head Office, 14th Executive, Pace Tower Apartments, Block H, Gulberg II, Lahore
• Hours: Monday to Saturday, 9:00 a.m. to 6:00 p.m. Closed on Sunday.