Return & Refunds


Please read through our Return Policy on this page to understand our return procedures and make sure your item is eligible for return.

You will have 7 days after an item is delivered to you to notify us that you want to return the item.
This means if your item was delivered e.g. on the 5th of the month, you have till the 12th to initiate a return.
If the item you wish to return meets the criteria mentioned below, your return can be initiated by calling our helpline at (03124235092)OnDoor Store which is available 24/7

Returning an item is simple, just follow the steps mentioned below:

• Check if your product meets all requirements
• Call the OnDoor Store helpline and request a return
• Fill out the return form
• Pack items and attach the return label
• Arrange product pick up or drop off
• Your returned item will be Quality Checked

If validated and Quality Check passes, you will be refunded for the item

What are the conditions for returning an item and what is the procedure?

Your item cannot be returned if it belongs to one of the following restricted categories .
(These categories are restricted from returns owing to certain business, health or hygiene reasons).

• Cosmetics
• Sunglasses
• Watches
• Skin-care or hair-care products
• Innerwear or Swimwear
• Perfumes and Fragrances
• Custom or Made to Order products
• Imported On Order products
• Certain Sale products

How to Request a Return?

You can request to initiate a return by contacting our helpline at (03124235092) or customer@OnDoor to confirm that your product is eligible for return.
We will explain to you the return procedure, and We will explain to you the return procedure
and confirm the nearest service provider location where you can drop-off the product.
or confirm the nearest service provider location where you can drop-off the product.

Please be prepared to give the following pieces of information:

Your order number.
The reason for the return.
The method of refund that you would like and the necessary information associated (bank account number, etc.)

Can I request a replacement rather than a refund?

If you prefer to replace your product, just let our Customer Service executive know your choice and we will call you as soon
as your initial product has been received, and we have looked into availability of the replacement product.
If you choose a refund voucher, you can use it to buy a similar product or a different product on OnDoor
yourself using the amount originally paid for the returned item.

If my returned product is not validated for return, how am I informed?

If your return does not meet the Quality Check criteria, then we will call you to explain the issue and send the item(s) back to you.
We will arrange the delivery of the item.

Note: We will make 3 attempts to return the product to you. Please make sure to be available for a scheduled delivery.

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