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Return & Refund Policy


Thank you for shopping with Dawlance.
Customer satisfaction is our priority, and we strive to ensure that every product delivered meets our quality standards. If you receive a product that is damaged, defective, incorrect, incomplete, or does not match its description, you may request a return, refund, or replacement in accordance with the policy below.
Return and refund requests must be initiated within 14 days of receiving the product.
Eligible Reasons for Return or Refund
A return or refund request may be accepted if:
  • The delivered product is physically damaged or defective.
  • The delivered product is incomplete (missing accessories or components).
  • The wrong product has been delivered.
  • The product does not match the description or images displayed on the website.
Change of mind is not considered a valid reason for return or refund.
Conditions for Return
To be eligible for a return, the following conditions must be met:
  • The product must be unused and free from any customer-induced damage.
  • The product must be returned with all original accessories, user manuals, warranty cards, invoices, stickers, and complimentary items (if applicable).
  • The product must be returned in its original manufacturer's packaging in good condition.
  • Please do not place tape, labels, or stickers directly on the manufacturer's packaging.
  • The Order Number should be clearly mentioned on the return package to facilitate processing.
  • The product is not fixable/ repairable under the warranty guidelines
If these conditions are not met, Dawlance reserves the right to reject the return or refund request.
Products Not Eligible for Return or Refund
Return or refund requests will not be accepted under the following circumstances:
  • The request is based on a change of mind.
  • The product has already been installed.
  • The returned product does not meet the return eligibility conditions outlined above.
Return & Refund Process (7-9 working days)
The return and refund process is as follows:
Step 1: Submit a Request (N days)
Customers can initiate a return or refund request within 14 days of receiving their order by contacting clicking on Return/Cancel button in the My Orders section on www.dawlance.com.pk or by contacting Dawlance Customer Support
Step 2: Request Review (N+1 days)
All return and refund requests are reviewed by the Dawlance Customer Service team.
Step 3: Product Inspection (N+2 days)
A Dawlance authorized service technician will visit the customer to inspect the product and verify the reported issue.
Step 4: Assessment (N+2 days)
Based on the inspection, the technician will determine whether the case qualifies for:
  • Return
  • Refund
  • Replacement
The final approval or rejection of the request will be made by the Dawlance Customer Service team based on the inspection findings.
Step 5: Product Collection (N+4 days)
If the request is approved, Dawlance will arrange for the product to be collected from the customer.
Step 6: Refund Processing (N+7 days)
Refunds will be processed only after the returned product has been received and verified at the Dawlance warehouse.
Customers will be notified once the refund has been initiated. Refund processing timelines may vary depending on the payment method and financial institution.
For refund cases where the customers request a cheque or refund in a specific account, it may add +5 working days to the existing timeline depending on banks and financial institutions.
Replacement Policy
Where applicable, Dawlance may offer a replacement instead of a refund if the issue is determined to be covered under this policy in special circumstances.
Warranty
All warranty-related claims will be handled in accordance with the applicable Dawlance Warranty Terms & Conditions.
Order Cancellations
In certain situations, Dawlance may cancel an order due to product unavailability, inventory discrepancies, or quality concerns.
If payment has already been made through an online payment method, the applicable refund will be processed after confirmation by Dawlance.
Changes to this Policy
Dawlance reserves the right to update or amend this Return & Refund Policy at any time. Any changes will be published on this page and will become effective immediately upon publication.
Contact Us
If you have any questions regarding this policy or wish to submit a return or refund request, please contact us:
Customer Support: +92 21 111 117 359
Website: www.dawlance.com.pk