Returns & refunds
Seven days to change your mind on unused, uninstalled items — and no time limit at all on something that arrived damaged.
The 7-day window
You may return most items within 7 days of delivery for a full refund, provided they are unused, uninstalled, and back in their original packaging with all fittings and fixings included.
Once a fixture has been wired in, it is no longer returnable under this policy — but it is still covered by the warranty if it develops a fault.
What cannot be returned
- Made-to-order and custom-sized pieces, since they are built to your specification.
- Items that have been installed, modified, or cut to length.
- Bulbs and consumables once the packaging is opened.
- Anything returned without its original packaging and fixings.
Damaged or faulty on arrival
Glass and crystal travel well when crated but occasionally arrive damaged. Inspect your order on delivery. If anything is broken, photograph it in the packaging and contact us the same day — we will replace the piece or the damaged component at no cost to you, and we arrange the collection.
How to start a return
- Call +92 300 1234567 or email info@qasrefanoos.com with your order number.
- Tell us which items you are returning and why.
- We arrange collection in Lahore, or confirm a return address elsewhere.
Refunds
Refunds are issued once the item is back with us and has been checked — normally within 7 working days of collection. We refund to the original payment method. Cash-on-delivery orders are refunded by bank transfer to an account in the name on the order.
Delivery charges are refunded when the return is our fault. On a change-of-mind return, the original delivery charge is not refunded and collection is at your cost.