REFUND, RETURN & EXCHANGE POLICY

Effective Date: October 6, 2026
Website: www.alharmaindates.com

At Al Harmain Dates, we take reasonable measures to ensure that our products are correctly packed, appropriately handled and supplied in accordance with the applicable product description and quality requirements.

Because dates are natural agricultural and perishable food products, returns and exchanges are subject to food-safety, hygiene, storage, product-condition and verification requirements.

This Refund, Return & Exchange Policy must be read together with our:

• Terms & Conditions;

• Shipping Policy;

• Privacy Policy;

• Product-specific storage instructions; and

• Any specific conditions disclosed before purchase.

Nothing in this Policy is intended to exclude, restrict or waive any right or remedy that cannot lawfully be excluded under applicable Pakistani law.

1. SEVEN-DAY RETURN & EXCHANGE WINDOW

Subject to the eligibility requirements in this Policy, a request for a voluntary return or exchange must normally be made within 7 calendar days from the date of delivery.

The 7-day period begins on the date shown as delivered by the applicable courier or other reliable delivery record.

Customers are strongly advised to inspect perishable products immediately after delivery rather than waiting until the seventh day.

For an alleged:

• Spoilage;

• Transit damage;

• Wrong product;

• Abnormal infestation;

• Leakage;

• Serious quality defect; or

• Other time-sensitive food issue,

the customer should notify Al Harmain Dates as soon as reasonably possible after discovery, preferably within 24 hours of delivery.

The 7-day internal policy does not extinguish any statutory right that applicable law does not permit Al Harmain Dates to extinguish.

2. FOOD AND PERISHABLE PRODUCT RESTRICTIONS

Dates are edible and may be perishable.

For food-safety and hygiene reasons, Al Harmain Dates is not required under this voluntary policy to accept a return merely because a customer has:

• Changed their mind;

• Opened and consumed the product;

• No longer requires the product;

• Dislikes the natural taste;

• Expected different natural sweetness;

• Expected a different degree of softness;

• Expected every date to be identical in size or appearance; or

• Prefers another variety.

This does not prevent a legitimate claim concerning a defective, unsafe, incorrect or materially non-conforming product.

3. OPENED PRODUCTS

Opening a package does not automatically invalidate a genuine defect claim where opening the package was reasonably necessary to discover the alleged problem.

However, a product may be ineligible for a voluntary return where it has been:

• Substantially consumed;

• Altered;

• Mixed with another product;

• Contaminated after delivery;

• Improperly stored;

• Transferred into unsuitable packaging; or

• Otherwise handled in a manner that prevents reasonable investigation.

4. RETURN ELIGIBILITY

A return request may be considered where:

• The wrong product was supplied;

• The wrong quantity was supplied;

• The product was materially different from the confirmed order;

• The product was materially damaged during delivery;

• The product contained abnormal or widespread infestation;

• The product was materially spoiled or defective at the time of delivery;

• There was another genuine and verifiable quality issue; or

• Al Harmain Dates otherwise approves the return.

Eligibility will depend upon the circumstances, evidence, product condition and applicable law.

5. EXCHANGE ELIGIBILITY

An eligible product may be exchanged within the applicable 7-day period where:

• The customer ordered the wrong eligible product and the returned product remains suitable for acceptance under this Policy;

• Al Harmain Dates supplied the wrong product;

• The wrong quantity or product was dispatched;

• An eligible verified product defect exists; or

• Al Harmain Dates otherwise agrees to an exchange.

All exchanges are subject to stock availability.

6. CUSTOMER MISTAKE — RS. 350 EXCHANGE FEE

Where an exchange is requested because of a customer mistake, a standard Rs. 350 exchange/logistics fee will apply.

Customer mistakes may include:

• Ordering the wrong eligible product;

• Providing incorrect order information;

• Requesting an eligible product change after delivery; or

• Another error attributable to the customer.

Any applicable difference in product price shall be settled separately.

If the replacement product costs more, the customer must pay the difference.

If the replacement product costs less, any applicable difference will be adjusted according to the agreed exchange method.

The Rs. 350 fee does not apply where the exchange is required because of a verified mistake attributable to Al Harmain Dates.

7. AL HARMAIN DATES MISTAKE

Where Al Harmain Dates verifies that it:

• Supplied the wrong product;

• Supplied the wrong quantity;

• Made a material packing error; or

• Otherwise caused the qualifying issue,

the eligible exchange or corrective shipment will be processed without the Rs. 350 customer-mistake exchange fee.

Reasonable return or replacement delivery costs attributable to our verified error will be handled by Al Harmain Dates in accordance with applicable law.

8. NATURAL CHARACTERISTICS ARE NOT AUTOMATIC DEFECTS

Dates are natural agricultural products.

Reasonable differences in:

• Size;

• Shape;

• Colour;

• Skin;

• Wrinkles;

• Texture;

• Moisture;

• Softness;

• Firmness;

• Sweetness;

• Seed size;

• Natural markings; and

• Natural sugar crystallisation

do not, by themselves, establish that a product is defective.

9. INTERNAL AGRICULTURAL / INSECT-RELATED DEFECTS

As disclosed in our Terms & Conditions, an isolated individual date may occasionally show evidence of an internal agricultural or insect-related defect that was not externally detectable during ordinary sorting and inspection.

An isolated occurrence shall be assessed according to:

• Quantity purchased;

• Number of affected pieces;

• Nature of the defect;

• Condition of the remainder of the product;

• Product batch;

• Available evidence;

• Storage after delivery;

• Applicable quality standards; and

• Applicable law.

An isolated affected piece does not automatically entitle the customer to a refund of the entire order.

However, widespread live infestation, material contamination, abnormal deterioration, unsafe food or another serious verified condition will not be treated as ordinary natural variation and will be investigated accordingly.

10. PROOF REQUIRED FOR RETURN OR EXCHANGE

To investigate a return, exchange or refund request, Al Harmain Dates may reasonably require:

• Order number;

• Customer name;

• Registered telephone number;

• Original invoice or other verifiable proof of purchase;

• Clear photographs of the product;

• Clear photographs of the packaging;

• Courier label;

• Batch or product information where available;

• Video where reasonably relevant;

• Quantity alleged to be affected;

• Date and time of delivery;

• Date and time the parcel was opened;

• Information regarding storage after delivery; and

• Proof of return shipment where a return has been authorized.

An invoice is preferable but the absence of a physical invoice will not automatically invalidate a claim where the purchase can be reliably verified from Al Harmain Dates' records.

11. PHOTOGRAPHS AND VIDEO

Images supplied for a claim must be sufficiently clear to permit reasonable assessment.

Customers are encouraged to record the condition of a parcel where there is visible courier damage.

An unboxing video may materially assist an investigation, but Al Harmain Dates will assess the total available evidence rather than automatically rejecting every legitimate claim solely because an unboxing video is unavailable.

12. KEEP THE PRODUCT AND PACKAGING

Where reasonably safe, the customer must preserve:

• The affected product;

• Remaining dates;

• Original packaging;

• Product label;

• Courier packaging;

• Courier label; and

• Other relevant evidence

until Al Harmain Dates has had a reasonable opportunity to investigate the complaint or provide disposal instructions.

The customer is not required to retain material that creates a genuine health or safety risk.

13. IMPROPER STORAGE

A return, refund or exchange may be refused where evidence establishes that deterioration occurred after delivery because the customer failed to follow clearly disclosed storage instructions.

This may include:

• Failure to refrigerate products where instructed;

• Failure to freeze designated Rutab/high-moisture dates where instructed;

• Exposure to excessive heat;

• Direct sunlight;

• Excessive humidity;

• Leaving packaging open;

• Household insect exposure;

• Cross-contamination;

• Water exposure; or

• Other improper handling.

14. RUTAB / HIGH-MOISTURE DATES

Designated Rutab, wet, soft or high-moisture dates must be stored according to the applicable product instructions.

Unless a product-specific instruction states otherwise, Al Harmain Dates requires designated Rutab/high-moisture products to be transferred to storage at approximately -8°C or below after delivery.

A deterioration claim involving such a product may require verification of:

• Delivery time;

• Time product was placed into cold storage;

• Storage method;

• Time the alleged issue was discovered; and

• Other relevant circumstances.

Where deterioration is proven to have resulted from failure to follow the disclosed storage requirement after delivery, the claim may be rejected to the extent permitted by law.

15. OTHER DATES

Unless otherwise specifically instructed, other date products should be stored properly sealed under normal refrigeration conditions and protected against heat, humidity, household pests, contamination and strong odours.

16. COURIER DELAY OR DAMAGE

Where the customer alleges spoilage or damage caused during transit, Al Harmain Dates may review:

• Dispatch date;

• Courier booking;

• Tracking history;

• Delivery attempts;

• Transit time;

• Packaging condition;

• Customer availability;

• Product type;

• Storage sensitivity; and

• Available photographs or video.

If evidence establishes that the problem was caused by abnormal courier delay or mishandling, Al Harmain Dates may separately pursue the responsible courier or logistics provider.

Any mandatory remedy owed to the customer under applicable law shall not be unlawfully removed merely because Al Harmain Dates has a separate claim against the courier.

17. CUSTOMER-CAUSED DELIVERY DELAY

A claim may be reduced or rejected, to the extent legally permissible, where deterioration was materially caused by:

• Incorrect customer address;

• Incorrect telephone number;

• Customer unavailability;

• Repeated failure to answer courier calls;

• Customer-requested delivery postponement;

• Unreasonable refusal to receive the parcel;

• Address change after dispatch; or

• Another delay materially attributable to the customer.

18. NON-RETURNABLE / NON-EXCHANGEABLE SITUATIONS

Subject to mandatory law, a return or exchange will ordinarily not be approved where:

• More than 7 days have passed for a purely voluntary return/exchange;

• The product has been substantially consumed without a genuine latent-defect claim;

• The product was damaged after delivery by the customer;

• The product was improperly stored;

• There is only a normal agricultural variation;

• The complaint is solely based on personal taste or preference;

• The customer expected a different natural colour, softness or size;

• The product was contaminated after delivery;

• The item cannot reasonably be identified as the product supplied by Al Harmain Dates;

• The customer refuses to provide reasonably available evidence necessary to investigate the claim; or

• Fraud or material misrepresentation is established.

Nothing in this section overrides a mandatory legal remedy for a genuinely defective or unsafe product.

19. FREE GIFTS AND PROMOTIONAL ITEMS

Complimentary items and free promotional products normally have no independent cash refund value.

Where the main transaction is lawfully reversed, Al Harmain Dates may require an unused promotional item to be returned where reasonable and legally permissible.

A defective complimentary food item may still be reported for food-safety purposes.

20. HOW TO REQUEST A RETURN OR EXCHANGE

To initiate a request, contact:

Al Harmain Dates Customer Service
Phone: 0302-1226018
Or: Live Chat through our official website

Please provide:

1. Your order number;

2. Name and registered telephone number;

3. Product involved;

4. Reason for the request; and

5. Relevant photographs or other evidence.

Do not send a return parcel without first obtaining return instructions from Al Harmain Dates.

21. RETURN AUTHORIZATION

Submitting a complaint does not automatically mean that a return or refund has been approved.

Al Harmain Dates may first:

• Review the evidence;

• Verify the order;

• Check the relevant batch;

• Review courier information;

• Request additional photographs;

• Request storage information; or

• Conduct another reasonable investigation.

Once a return is authorized, the customer will receive return instructions.

22. RETURN SHIPPING

Where Al Harmain Dates provides a designated courier or return method, the customer should use that method unless otherwise agreed.

For a verified mistake attributable to Al Harmain Dates, reasonable authorized return shipping costs will be handled by Al Harmain Dates.

For a customer-error exchange, the applicable Rs. 350 exchange/logistics fee shall apply as disclosed above.

Unauthorized, premium or unnecessarily expensive return-shipping costs selected independently by the customer are not automatically reimbursable.

23. CONDITION OF RETURNED PRODUCT

The returned product must, where reasonably possible, include:

• Remaining product;

• Original packaging;

• Product label;

• Any relevant accessories or components; and

• Return reference requested by Al Harmain Dates.

A legitimate latent food defect will not automatically be rejected merely because the package had to be opened to discover the problem.

24. REFUND INSPECTION

A refund is not finally approved merely because a parcel has been sent back.

Upon receipt, Al Harmain Dates may reasonably inspect:

• Product identity;

• Returned quantity;

• Condition;

• Packaging;

• Nature of the complaint;

• Batch information;

• Storage-related indications;

• Evidence previously provided; and

• Other relevant circumstances.

Where the return materially differs from what was represented during the claim, Al Harmain Dates may reassess the requested remedy.

25. REFUND PROCESSING TIME

Once an authorized returned product has been physically received, inspected and approved for refund, Al Harmain Dates will aim to initiate the approved refund within 48 hours.

The 48-hour period relates to Al Harmain Dates initiating the refund after successful verification.

It does not guarantee that the customer's bank, card issuer, Easypaisa, JazzCash or other financial institution will credit the money to the customer within the same 48-hour period.

Processing time after initiation depends upon the relevant financial institution or payment service provider.

26. REFUND METHODS

An approved refund may be made through:

• Bank transfer;

• Easypaisa;

• JazzCash;

• Original payment method where reasonably practicable; or

• Another mutually agreed lawful payment method.

For security and fraud-prevention purposes, Al Harmain Dates may request reasonable verification of the receiving bank account or wallet.

Where reasonably possible, refunds should be made to the original customer or an account/wallet verified as authorized by that customer.

27. CUSTOMER DEBIT DOES NOT ESTABLISH PAYMENT RECEIVED

Where a customer's:

• Credit card;

• Debit card;

• Bank account;

• Easypaisa;

• JazzCash; or

• Other payment source

shows a debit, deduction, authorization or blocked amount, this does not by itself prove that Al Harmain Dates received the money.

A refund obligation relating to a prepaid payment will ordinarily arise after the relevant original payment is verified as actually credited, received or successfully settled to Al Harmain Dates.

If the customer's account was debited but Al Harmain Dates never received the funds, the matter may need to be resolved through the customer's bank, card issuer or wallet provider, with reasonable cooperation from Al Harmain Dates regarding its merchant records.

28. DUPLICATE PAYMENTS

Where verification establishes that Al Harmain Dates actually received two successful payments for the same transaction, the verified duplicate payment will be refunded or otherwise reconciled.

29. SHIPPING CHARGES ON REFUNDS

Original shipping charges are not automatically refundable in every situation.

Where the return arises from a verified defect, wrong product or other material error attributable to Al Harmain Dates, applicable shipping charges will be handled according to applicable law.

Where the return or exchange results from customer error or an approved voluntary change, applicable shipping and exchange costs may be deducted or charged as disclosed before the exchange.

30. PARTIAL QUALITY ISSUE

Where only a reasonably identifiable portion of an order is verified as affected and the remaining product conforms to the order and applicable quality requirements, an appropriate remedy may include:

• Replacement of the affected portion;

• Partial refund;

• Account credit;

• Replacement product; or

• Another appropriate resolution.

A defect affecting a limited portion does not automatically require refund of unrelated, unaffected products, subject to applicable law and the nature of the defect.

31. FULL REFUND

A full refund may be appropriate where, depending upon the facts and applicable law:

• The entire supplied product is materially defective;

• The product is materially unsafe;

• The wrong order was supplied and a replacement is not appropriate;

• The product materially fails to conform to the transaction;

• An eligible replacement cannot reasonably be supplied; or

• Applicable law otherwise requires a full refund.

32. EXCHANGE PROCESS

For an approved exchange:

1. Contact Al Harmain Dates;

2. Obtain exchange authorization;

3. Return the relevant product as instructed, where return is required;

4. Complete any applicable Rs. 350 customer-error exchange payment and/or price difference;

5. Allow Al Harmain Dates to verify the returned item; and

6. The replacement product will then be processed subject to availability.

33. PRODUCT OUT OF STOCK

If an approved replacement product is unavailable, Al Harmain Dates may, subject to customer agreement and applicable law, offer:

• Another product;

• Store credit;

• Partial refund;

• Full applicable refund; or

• Another reasonable remedy.

34. FRAUDULENT OR ABUSIVE CLAIMS

Al Harmain Dates reserves the right to investigate and lawfully reject fraudulent, fabricated, duplicated or materially misleading claims.

Relevant evidence may include:

• Order records;

• Payment records;

• Courier records;

• Customer communications;

• Product images;

• Batch records;

• Cold-storage records;

• Inventory records;

• Import documents;

• Phytosanitary documentation;

• Fumigation/treatment documentation; and

• Other relevant records.

Nothing in this clause permits rejection of a legitimate claim merely because the customer exercises a legal right.

35. PHYTOSANITARY, FUMIGATION AND BATCH RECORDS

Where relevant to a product-quality dispute, Al Harmain Dates may rely upon documentation associated with the applicable shipment or batch, including:

• Phytosanitary Certificate;

• Exporter/factory Fumigation or Treatment Certificate;

• Import documentation;

• Customs documentation;

• Batch information;

• Cold-storage records; and

• Inventory records.

Such records may assist in determining the sourcing, treatment, storage and handling history of the product.

36. CUSTOMER'S STATUTORY RIGHTS

This Policy provides Al Harmain Dates' commercial return, exchange and refund procedures.

It does not remove any mandatory right or remedy available under applicable:

• Consumer-protection law;

• Food-safety law;

• Contract law;

• Electronic-payment law; or

• Other applicable Pakistani law.

Where any provision of this Policy conflicts with a mandatory legal requirement, the mandatory requirement shall prevail to the extent of the conflict.

37. POLICY DISCLOSURE

This Refund, Return & Exchange Policy should be made reasonably available to the customer before completion of the purchase transaction.

By completing an order after being provided reasonable access to this Policy, the customer acknowledges the disclosed commercial return and exchange conditions, without prejudice to mandatory legal rights.

38. POLICY CHANGES

Al Harmain Dates may update this Policy prospectively.

The version applicable to an order will ordinarily be the version made available at the time of that transaction, unless applicable law requires otherwise.

39. GOVERNING LAW

This Policy shall be interpreted in accordance with the applicable laws of the Islamic Republic of Pakistan and applicable provincial consumer-protection and food-safety legislation.

40. CONTACT

For a return, refund, exchange or product-quality complaint:

Al Harmain Dates
Customer Service: 0302-1226018
Live Chat: www.alharmaindates.com

Please provide your order details and all reasonably available supporting evidence when contacting us.

IMPORTANT CUSTOMER ACKNOWLEDGEMENT

By completing a purchase from Al Harmain Dates, the customer acknowledges that:

1. Dates are natural agricultural and potentially perishable food products.

2. The voluntary return and exchange period is normally 7 days from delivery, subject to this Policy.

3. Time-sensitive food-quality problems should be reported immediately or as soon as reasonably possible.

4. Customer-error exchanges carry a Rs. 350 exchange/logistics fee.

5. A verified error attributable to Al Harmain Dates will not attract the Rs. 350 customer-error exchange fee.

6. Opened food is not automatically eligible for a change-of-mind return, but opening a product does not by itself defeat a genuine latent-defect claim.

7. Improper storage after delivery may affect eligibility where it caused the deterioration.

8. Designated Rutab/high-moisture dates must be stored according to the applicable cold-storage instructions, including approximately -8°C or below where specified.

9. An approved refund is initiated only after the applicable return is received, inspected and approved where a physical return is required.

10. Al Harmain Dates aims to initiate an approved refund within 48 hours after successful return verification, but financial institutions may take additional time to credit the recipient.

11. A debit from the customer's bank, card, Easypaisa or JazzCash account is not by itself proof that the payment was successfully received by Al Harmain Dates.

12. This Policy does not remove any mandatory legal right that cannot lawfully be waived.