Effective date: 9 November 2026
Welcome to Firaki. This policy explains how we process orders, arrange delivery, handle cancellations, and assess returns and refunds for purchases made through https://firaki.pk. It applies to products sold by Firaki unless a product listing clearly identifies additional product-specific terms. Nothing in this policy limits rights that cannot lawfully be excluded under applicable consumer protection law.
1. Ordering and Order Confirmation
When you place an order, you must provide accurate contact information, a complete delivery address and, where required, payment information. An automated order acknowledgement confirms that we have received your request; it does not necessarily mean that the order has been accepted or dispatched. We may contact you to verify your order, clarify an address, confirm stock or resolve a payment issue before fulfilment.
We may decline or cancel an order where an item is unavailable, the submitted details cannot be verified, a payment is unsuccessful, or there is a clear listing or pricing error. Where a prepaid order is cancelled by Firaki, any amount successfully collected for the cancelled items will be refunded through an appropriate available method.
2. Delivery Coverage and Courier Services
Firaki accepts orders for delivery within Pakistan, subject to courier coverage and other delivery restrictions affecting a particular location or product. We arrange shipping through delivery partners and may use different courier providers based on parcel size, destination, service availability and other practical considerations.
The delivery address supplied at checkout must be complete and reachable. Please include your name, working mobile number, house or building number, street, area, city and any other details needed for delivery. Couriers may contact you before attempting delivery. Customers should be available to receive parcels or arrange for an authorized recipient to receive them.
3. Shipping Charges and Delivery Estimates
Shipping charges are calculated or displayed during checkout before you place your order. Rates may depend on the destination, order contents, selected delivery method, promotions and other conditions. Firaki may change shipping rates, offer free-shipping promotions or add shipping options without separately revising this policy. The amount displayed for your order at checkout controls.
Any delivery estimate shown on the site, in a message or by a courier is an estimate, not an unconditional guarantee. Actual delivery time may be affected by order verification, stock availability, weekends, public holidays, weather, road closures, remote-area coverage or courier delays. We will make reasonable efforts to assist if an order appears delayed.
4. Payment Methods
Payment methods offered for an order are shown at checkout and may include Cash on Delivery, debit or credit cards, bank transfers, digital wallets, or other supported electronic payment options. You must select a method actually presented at checkout. Electronic payments, when offered, are subject to authorization by the payment provider and your bank or wallet operator. Payment may fail or be declined due to insufficient funds, incorrect details, security screening, issuer restrictions or technical outages. Firaki does not ask customers to send card PINs, one-time passwords or banking passwords through email, phone or WhatsApp. A successful transaction may generate a confirmation from the provider; customers should retain their order reference. Refunds for electronically paid orders will normally be initiated through the original payment channel where supported, subject to verification, fraud prevention and provider or bank processing time. Cash on Delivery orders require payment to the courier at delivery where offered. Payment choices, fees and any restrictions are disclosed at checkout.
5. Delivery Attempts, Failed Delivery and Incorrect Addresses
Please ensure your contact details and address are correct before confirming an order. A courier may be unable to complete delivery if the address is incomplete, the customer cannot be reached, or the parcel is refused. In those situations, the parcel may be returned to Firaki. We may contact you to confirm whether you want a new delivery attempt or a cancellation, subject to the courier’s ability to redeliver.
If redelivery is requested due to an incorrect address, repeated failed delivery or customer unavailability, additional courier charges may apply where permitted. We will communicate any such charge before arranging a new paid attempt. If Firaki or the courier caused the error, we will assess it separately rather than automatically charging the customer.
6. Inspecting Your Order
Please check the outer packaging and supplied items as soon as reasonably possible after delivery. If an item appears missing, incorrect, damaged in transit or defective, contact us promptly with your order number, a description of the problem, and clear photos or a short video where possible. Retain the item, relevant accessories and packaging while we review the issue. Reporting promptly helps us resolve courier-related or fulfilment problems; it does not remove statutory rights that may apply.
7. Fifteen-Day Return and Refund Policy
Customers may request a standard return within 15 calendar days after the date of delivery. For a standard change-of-mind return, the product must be in a resalable condition, unused beyond reasonable inspection, and returned with its original parts, included accessories, manuals and packaging where available. Proof of purchase or an identifiable Firaki order number is required.
We assess eligibility based on the product’s nature and condition. Products damaged through mishandling, misuse, improper installation, unauthorized alteration or other customer-caused damage are not eligible for an ordinary return. Any product-specific restrictions must be clearly stated before purchase and will be applied only to the extent permitted by law.
If the product is faulty, materially different from its description, or incorrect due to a Firaki fulfilment error, please contact us even where normal change-of-mind conditions do not fit. Those cases are assessed under the relevant defect, error and consumer-rights provisions rather than automatically rejected because the product has been opened or tested.
8. Requesting and Shipping a Return
Before shipping anything back, contact hello@firaki.pk or WhatsApp 0325 1158120, provide your order number and explain the reason for the return. We will provide return instructions and confirm the appropriate recipient details. Do not send parcels without a return request, since unidentified parcels can be difficult to trace and process.
For an eligible standard return, the customer is responsible for arranging return shipment and paying the return courier charge. The customer remains responsible for suitable packaging and retaining proof of shipment until the returned item reaches Firaki. We recommend a traceable courier service.
Where Firaki supplied the wrong product or the product has a confirmed defect for which Firaki is responsible, we will review an appropriate return, collection, replacement or shipping-cost solution consistent with applicable law. The standard customer-paid return-shipping rule does not override non-excludable consumer remedies.
9. Return Inspection and Refund Approval
After receiving a returned item, we inspect it for identity, completeness, condition and the reason stated in the return request. We may request additional information if the item differs from what was described. We will notify you whether the return is approved, declined or requires further review.
For an approved standard return, the refund generally covers the price paid for the returned item. Original delivery charges and customer-paid return shipping are not ordinarily refunded for change-of-mind returns, except where required by law or expressly agreed by Firaki. If an order qualified for a bundle discount or free-delivery promotion, the adjusted refund may reflect the promotion’s disclosed terms.
Approved refunds are initiated after the relevant inspection and processing steps. The time it takes for funds to become available depends on the payment method, bank and payment provider. Where possible, a prepaid order will be refunded through the original payment channel; for Cash on Delivery or where that channel is unavailable, we may arrange a mutually agreed bank transfer or another supported method after verifying the recipient’s details. We do not ask customers to share card PINs, passwords or one-time passcodes to receive a refund.
10. Exchanges and Replacements
Exchanges depend on product availability and the circumstances of the request. If you would like a different model, size, variant or item, contact Firaki before returning your order. A standard exchange may involve return shipping and a new shipment charge, which we will explain before processing. For an incorrect or defective item, we will assess repair, replacement or refund as appropriate and as required by applicable law.
11. Cancellation Policy
You may request cancellation by contacting us as soon as possible after placing your order. Cancellation is ordinarily possible before the order has been handed to the courier, provided that fulfilment can still be stopped. We cannot guarantee cancellation once a parcel has been dispatched. If an order is already on its way, please contact us for the available delivery or return options rather than assuming that refusing delivery will automatically result in an immediate refund.
If a prepaid order is successfully cancelled before dispatch, any payment captured for the cancelled items will be refunded through an appropriate payment method. After dispatch or delivery, the relevant return and refund conditions apply. An order containing multiple items may sometimes be partially cancelled, depending on its fulfilment status.
12. Warranty and Consumer Rights
Firaki offers a 30-day limited warranty on covered products, as described in our separate Warranty Policy. The limited warranty concerns eligible manufacturing or workmanship defects; it does not cover customer-caused damage, misuse or ordinary wear. Warranty coverage and the voluntary 15-day return window are different benefits, and neither removes rights that the law gives consumers.
13. Contact and Complaints
For shipping problems, cancellations, return authorizations, refund questions or complaints, contact:
Firaki
Office 5, 2nd Floor, Plaza 36-C, Commercial Block D, PWD Islamabad, Pakistan
Email: hello@firaki.pk
Phone/WhatsApp: 0325 1158120
Please include your order number and enough information for us to identify the transaction. We will review your request and communicate the available next steps. This policy may be updated for future orders; the version available at the time of purchase and applicable law will govern where relevant.