Return & Refund Policy

Effective Date: October 2026

Platform URL: alosho.com

Support Desk: support@alosho.com

At Alosho, we are dedicated to delivering high-quality, authentic products directly to your doorstep. We recognize that occasional issues can arise during transit or selection. This Return & Refund Policy outlines the clear, fair, and binding procedure for returns, replacements, and refunds in compliance with the consumer protection laws of Pakistan.

1. RETURN ELIGIBILITY WINDOW

1.1. 7-Day Claim Window: Customers are entitled to request a return or replacement within seven (7) calendar days starting from the exact date of confirmed delivery by our courier tracking logs.

1.2. Expiry of Window: Requests submitted after the 7-day period has elapsed will not be eligible for returns, exchanges, or refunds.

2. VALID GROUNDS FOR RETURN

Returns and claims are strictly accepted under the following conditions:

Defective or Damaged Products: The item arrived broken, malfunctioning, structurally damaged, or physically compromised during shipping.
Incorrect Item Dispatched: The delivered item does not match the size, color, model, or product variant specified in your confirmed order invoice.
Missing Items or Parts: The parcel arrived with missing components, essential accessories, or parts explicitly stated in the product description.
Material Misrepresentation: The product materially differs from the verified functional specifications detailed on the Alosho product page.

Note: For transit damages or missing components, customers must provide clear photo evidence or an unboxing video within 48 hours of receipt.

3. MANDATORY CONDITIONS FOR RETURN ACCEPTANCE

To qualify for an approved return, the product must fulfill all of the following criteria:

The item must be unused, unwashed, unworn, and unaltered, showing zero signs of personal wear, cosmetic marks, or handling damage.
The item must remain in its original manufacturer packaging, including outer boxes, protective foam, bubble wraps, instruction manuals, certificates, and warranty inserts.
All original product tags, barcodes, security seals, and brand labels must remain completely intact and attached.
The return parcel must include the original Alosho invoice and order packing slip.

4. NON-RETURNABLE & EXCLUDED CATEGORIES

In accordance with public hygiene, digital integrity, and safety regulations, the following product categories are strictly non-returnable and non-refundable unless verified as dead-on-arrival or defective upon initial delivery:

Underwear, innerwear, shapewear, swimwear, socks, and intimate apparel.
Skincare, cosmetics, beauty items, and fragrances with broken tamper seals or opened containers.
Health, wellness, and personal grooming appliances (e.g., trimmers, epilators) that have been unpacked or plugged in.
Custom-tailored, personalized, or made-to-order goods.
Digital licenses, gift cards, downloadable software keys, or consumable items.
Clearance, final-sale, or deep-discount promotional inventory clearly designated as non-returnable at checkout.

5. STEP-BY-STEP RETURN PROCEDURE

Step 1: Lodge Request: Contact Alosho Customer Support via the app dashboard, WhatsApp, or by emailing support@alosho.com within the 7-day window. Include your Order Reference ID, clear photos/videos of the item, and a description of the defect or issue.
Step 2: Operational Verification: Our operations team will evaluate the documentation within 24–48 business hours. If validated, a Return Merchandise Authorization (RMA) label or pickup schedule will be issued.
Step 3: Courier Handover:Doorstep Reverse Pickup: Where reverse-pickup courier coverage is available (e.g., major metropolitan hubs like Lahore, Karachi, Islamabad), our courier agent will collect the packed parcel from your address.Courier Drop-Off: In select regional zones where reverse pickup is unavailable, customers may be requested to drop the parcel at the nearest partner courier hub (e.g., PostEx, TCS, Trax, Speedaf) using a prepaid return consignee code provided by Alosho.
Step 4: Quality Inspection: Upon reaching our central warehouse facility, the parcel undergoes technical inspection within 3 business days to verify the item’s condition and reason for return.

6. RETURN SHIPPING FEES

6.1. Alosho-Covered Shipping: If the return is due to an error caused by Alosho (e.g., wrong item delivered, factory defect, missing parts, or carrier transit damage), Alosho covers 100% of the reverse pickup and replacement logistics fees.

6.2. Customer Change-of-Mind / Discretionary Returns: Where a return is requested for personal preference (e.g., customer ordered the wrong variant despite accurate sizing charts, or no longer requires the product):

An administrative inspection and reverse-courier restocking fee of PKR 250 – PKR 350 (depending on volumetric package weight) will be deducted from the final refund amount.
Alternatively, the customer may be issued full store credit in their Alosho Wallet without cash deductions.

7. REFUND TIMELINES & METHODS

Once a return passes quality inspection at our facility, refunds are processed immediately according to the original payment channel:

Cash on Delivery (COD) Orders:Direct Bank Transfer (IBFT via Raast/1Link) or Mobile Wallet transfer (JazzCash, Easypaisa).Processing Timeline: 3 to 5 business days after inspection approval. Customers must provide verified account details registered in the purchaser's name.
Credit / Debit Cards (Prepaid):Reversal credited directly back to the original issuing bank account or card.Processing Timeline: 5 to 10 business days (subject to the customer's specific issuing bank's settlement cycle).
Alosho Store Wallet / Credit:Instant credit to your digital Alosho user account with no deduction fees, available immediately for future orders.

Shipping fees paid on the original outbound shipment are non-refundable unless the entire order was cancelled prior to dispatch or arrived defective.

8. FRAUDULENT RETURNS & POLICY ABUSE

Alosho maintains automated fraud monitoring. In cases where:

Returned packages contain counterfeit items, stones, paper, or substituted products;
Serial numbers or internal hardware components have been removed or swapped;
Accounts engage in systematic ordering and excessive, ungrounded return claims;

Alosho reserves the right to reject the return, confiscate the parcel without a refund, permanently terminate the associated user account, and report deliberate financial fraud to relevant authorities under the Prevention of Electronic Crimes Act (PECA 2016) of Pakistan.