Return & Refund Policy

Trade Name: Al Rafay Dairies

Last Updated: August 14, 2026

At Al Rafay Dairies, we take the quality and safety of our products seriously. Our products include desi ghee, honey, butter, makhan, and other dairy and food products.

Please read the following Return & Refund Policy carefully before placing an order.

1. Returns Due to Product Quality Issues

Customers may request a return or refund if there is a genuine issue with the product itself, including:

• Unusual or abnormal taste

• Suspected contamination

• Suspected chemical or foreign substance in the product

• Product quality issues

• Product received in a condition that makes it unsuitable for consumption

• A wrong product being delivered

If you believe that your product has a quality or safety issue, please contact us as soon as possible after receiving the order.

We may ask you to provide photographs, videos, order details, or other relevant information so that we can investigate the issue.

2. Refund Eligibility

If our investigation confirms that the issue is related to the product supplied by Al Rafay Dairies, the customer may be eligible for:

• A replacement product, or

• A refund of the applicable product amount

The appropriate resolution will depend on the nature of the issue.

3. Courier or Packaging Damage

Al Rafay Dairies is not responsible for damage to the outer box, packaging, or parcel caused by the courier or delivery service.

Minor dents, scratches, marks, or damage to the external shipping box caused during transportation do not qualify for a return or refund if the actual product inside is safe, sealed, and usable.

However, if courier-related damage has caused the actual product to leak, become contaminated, broken, or otherwise unusable, please contact us immediately with photographs and order details so that we can review the situation.

4. Change of Mind

Returns and refunds are generally not accepted simply because a customer has changed their mind, does not like the product after receiving it, or no longer wants the order.

Food and dairy products are subject to hygiene and safety considerations, so opened or used products cannot generally be returned for a refund unless there is a confirmed quality or safety issue.

5. Conditions for Return

Where a return is approved, the following conditions may apply:

• The customer should contact us promptly after receiving the order.

• The customer may be required to provide photographs or videos of the product and packaging.

• The product may need to remain available for inspection.

• We may request additional information to verify the complaint.

• Returns without prior approval may not be accepted.

6. Refund Process

Once a return or product complaint has been reviewed and approved, we will inform the customer about the applicable refund or replacement process.

For eligible refunds, the refund amount will generally relate to the affected product.

Shipping charges may not be refundable unless the issue is confirmed to be caused by Al Rafay Dairies.

Refund processing time may vary depending on the payment method used.

7. Incorrect Product

If you receive a product different from the product you ordered, please contact us as soon as possible.

After verification, we may arrange a replacement or another appropriate solution.

8. Damaged or Leaking Product

If the actual product is damaged, leaking, opened, contaminated, or otherwise unusable when delivered, please contact us immediately.

Please provide clear photographs or videos of the product and package so that we can investigate the matter with the courier and determine the appropriate resolution.

9. Non-Refundable Situations

A refund or return will generally not be provided for:

• Change of mind

• Customer no longer wanting the product

• Product being stored incorrectly after delivery

• Product being exposed to unsuitable temperatures or conditions

• Damage caused by the customer

• Normal variations in the color, texture, aroma, or consistency of natural products

• Minor damage to the outer courier packaging where the actual product is unaffected

10. Product Quality Concerns

If you have any concern about the taste, smell, appearance, quality, or safety of a product, please stop consuming the product and contact us immediately.

We take product quality complaints seriously and may request relevant information or evidence to investigate the matter.

11. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our products, services, business practices, or applicable requirements.

Any updated version will be posted on this page with a revised Last Updated date.

12. Contact Us

If you have any questions about returns, refunds, product quality, or a problem with your order, please contact us:

Al Rafay Dairies
Phone: 03300616135
Email: alrafaydairies@gmail.com
Physical Address: House No. 143, Street No. 4, Ajwa City, Khanewal, Khanewal 58150, Pakistan