At New Afzal Khan (SMC Private) Limited, customer satisfaction is our priority. If you are not
completely satisfied with your purchase, we’re here to help. This Refund & Return Policy
explains your rights and our procedures for returns, exchanges, and refunds.

1. Return Window

You have 7 days from the date of delivery to request a return or exchange.
Requests made after 7 days will not be accepted.

Important: The 7-day period starts from the date your order is delivered,
not the date it was shipped or ordered.

2. Eligibility for Returns

To be eligible for a return, your item must meet ALL of the following conditions:

• Item must be unused, undamaged, and in original condition
• Original packaging and tags must be intact
• Original invoice or order confirmation must be included
• Item must not be customized or personalized
• Item must be in the same condition as when you received it
• You must have valid proof of purchase

3. Non-Returnable Items

The following items CANNOT be returned or exchanged:

• Custom-cut or personalized gemstones — stones that have been cut, polished, or modified per your request
• Used surgical & Disposable items — for hygiene and safety reasons, surgical Disposable cannot be returned once used
• Opened construction materials — materials that have been opened, cut, or used
• Items without original packaging
• Items damaged by customer misuse
• Sale or clearance items (unless defective)

4. How to Request a Return

To initiate a return, please follow these steps:

1. Contact Us Within 7 Days
   Email us at afzalkhan.ent@gmail.com or
   WhatsApp us at 0340-3679911
   with your Order Number.
2. Provide Details
   Explain the reason for return and attach clear photos of the item showing any issues.
3. Wait for Approval
   Our team will review your request within 24-48 hours and send you return instructions.
4. Ship the Item Back
   Package the item securely and send it to our address (provided via email/WhatsApp).
5. Receive Your Refund/Exchange
   Once we receive and inspect the item, we’ll process your refund or send a replacement.

5. Return Shipping Costs

Who pays for return shipping?

• If the item is defective or incorrect: We cover the return shipping cost ✅
• If you changed your mind: Customer pays return shipping cost
• If the item was damaged in transit: We’ll file a claim with the courier and cover the return shipping

Note: Original shipping charges are non-refundable unless the return is due
to our error.

6. Refund Processing

Once we receive your returned item, here’s what happens:

• Inspection: We inspect the item within 24-48 hours of receiving it
• Approval: If approved, we process your refund within 7 business days
• Refund Method:
  • Bank Transfer orders → Refund to your bank account
  • Easypaisa orders → Refund to your Easypaisa account

Processing Time: Refunds may take 5-10 business days to appear in your account
depending on your bank or Easypaisa processing times.

7. Exchanges

We’re happy to exchange your item for another product of equal or higher value. The difference
in price must be paid by the customer.

Exchange Process:

• Contact us within 7 days of delivery
• Specify which item you want in exchange
• Follow the same return shipping process
• Once we receive and inspect the original item, we’ll ship the exchange item

8. Damaged or Defective Items

If you receive a damaged or defective item:

• Report within 48 hours of delivery for fastest resolution
• Take photos/videos of the damaged item and packaging
• Keep all packaging until the issue is resolved
• Contact us immediately — we’ll arrange a replacement or refund

We will cover all shipping costs and provide a full refund or replacement for verified damaged
or defective items.

9. Wrong Item Received

If you received the wrong item, please contact us immediately with your order number and photos.
We’ll arrange to send you the correct item at no additional cost, and we’ll cover the return
shipping of the wrong item.

10. Order Cancellation

Before Dispatch:

• You can cancel your order anytime before it’s shipped — full refund, no questions asked
• Contact us via WhatsApp or email with your order number

After Dispatch:

• Order cannot be cancelled once shipped
• You can return the item following our return policy after delivery

11. Unpaid Orders

For orders placed with Bank Transfer or Easypaisa payment methods:

• You have 48 hours to complete payment
• Orders not paid within 48 hours will be automatically cancelled
• No penalty applies for cancelled unpaid orders

12. Product-Specific Policies

💎 Gemstones

• Natural variations in color and clarity are not considered defects
• Custom-cut stones are non-returnable
• Authenticity certification must be returned with the stone

🩺 Surgical & Disposable items

• Must be returned in original unopened packaging
• Cannot be returned once used or sterilized
• Defective tools will be replaced free of charge

🏗️ Construction Soloution

• Unopened items can be returned within 7 days
• Opened or used materials are non-returnable
• Damaged items must be reported within 48 hours of delivery

13. Refund Exceptions

We reserve the right to refuse a refund if:

• The item shows signs of use or damage by the customer
• The return request is made after 7 days
• Original packaging is missing
• The item is on the non-returnable list
• The reason for return is not valid

14. Need Help?

If you have any questions about our Refund & Return Policy or need assistance with a return,
please don’t hesitate to contact us:

• 📧 Email: afzalkhan.ent@gmail.com
• 📞 Phone: 0346-0070796
• 💬 WhatsApp: 0340-3679911
• 📍 Address: Office No 06, 2nd Floor Sultan Tower Makanbagh, Mingora Swat, Khyber Pakhtunkhwa, Pakistan
• 🕐 Business Hours: Monday to Sunday, 9:00 AM to 9:00 PM (PKT)