Return, Exchange & Refund Policy
Return, Exchange & Refund Policy
At Al Hakim Rice, customer satisfaction is important to us. We are committed to providing fresh, premium-quality rice products and maintaining high standards of quality and service.
If you experience a genuine issue with your order or receive a product that does not meet our quality standards, please contact us so that our team can review and resolve the matter.
Change of Mind
Once an order has been confirmed, it cannot be cancelled, returned, exchanged, or refunded simply because you have changed your mind.
The full value of a confirmed order will remain payable.
When Returns or Exchanges Apply
Our general policy is that food products are not returnable or exchangeable. However, we may make an exception where a product has a genuine quality issue.
A product may qualify for review if:
- The rice has a visible or genuine quality issue; and
- The remaining product and its original packaging are substantially intact and available for inspection.
As rice is a natural food product that requires preparation and cooking, characteristics such as taste, texture, aroma, and appearance may be affected by cooking method, water quantity, soaking time, storage conditions, and other preparation factors.
For this reason, we ask customers to contact us first so that our team can properly understand and assess the concern.
How to Request a Return or Exchange
If you believe your order qualifies, please contact Al Hakim Rice within 3 days of delivery.
Please provide:
- Your order number
- A clear description of the issue
- Clear photographs of the product
- Photographs of the original packaging
- Any other information reasonably required to review the complaint
You can contact us at:
Phone : +92 300 4718282
Email : info@alhakimrice.com
Our team will review your request and advise you about the next steps.
Approved Quality Claims
If a quality-related claim is reviewed and approved, Al Hakim Rice may arrange collection of the affected product and provide a replacement of the same product, subject to availability.
All claims are subject to verification and approval.
Refund Policy
We do not provide refunds for change-of-mind purchases.
For approved quality-related claims, our normal resolution is a replacement of the same product rather than a cash refund.
Where a refund is required under applicable Pakistani law, regulatory requirements, or applicable payment-provider obligations, the refund will be processed in accordance with those requirements.
Where applicable, a refund will normally be made through the original payment method used for the transaction. Processing times after a refund has been initiated may depend on the relevant bank, card issuer, payment gateway, or financial institution.
Wrong Product or Incorrect Quantity
If you receive:
- The wrong product
- An incorrect pack size
- An incorrect quantity
- Or another order-fulfilment error
Please contact us as soon as possible after receiving your order.
Provide your order number and photographs of the products received so that our team can verify the issue.
Once verified, we will take reasonable steps to correct the order.
Products That May Not Qualify
A return, exchange, replacement, or other remedy may be declined where:
- The request is made more than 3 days after delivery
- The product has been substantially consumed or used
- The product has been damaged after delivery
- The product has been stored improperly
- The issue results from incorrect cooking or preparation
- The original product or packaging is not available for reasonable inspection
- There is insufficient information to verify the claim
- The request is based only on a change of mind or personal preference
Inspection of Returned Products
Products returned following an approved complaint may be inspected by Al Hakim Rice.
This helps us verify the reported concern, maintain our quality standards, and identify opportunities to improve our products and processes.
Delivery Damage
If your order arrives visibly damaged, please notify us as soon as possible and preferably before substantially opening or using the product.
Please provide photographs showing the condition of the package and product so that we can review the issue.
Important Information
All requests under this policy are reviewed individually.
Submitting a request does not automatically mean that a return, exchange, replacement, or refund has been approved.
Al Hakim Rice Mills (PVT) LTD reserves the right to decline requests that do not meet the conditions of this policy, subject always to applicable law and regulatory requirements.
Contact Us
If you have questions regarding this policy or need assistance with an order, please contact:
Al Hakim Rice Mills (PVT) LTD
18-KM Old Grain Market, Qila Didar Singh
Gujranwala, Pakistan
Phone : +92 300 4718282
Email : info@alhakimrice.com