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Floor Delivery:

• Heavy items like ACs, refrigerators, and deep freezers will be delivered up to the 3rd floor only in Karachi.
• If the floor space is spacious, this service is provided at no extra cost.
• For smaller or congested spaces, additional charges may apply based on the situation at the time of delivery.

Karachi:

• Product inspection is available upon delivery, but changes of mind during the actual delivery attempt are not acceptable.
• Inspection is limited to checking for damage, missing components, or verifying the actual item.
• Our delivery staff will check electronic appliances upon delivery to satisfy the customer. However, due to time constraints, they will not operate the product extensively.
• Your cooperation in understanding this process is highly appreciated.
• You’re requested to ensure that you are satisfied and have properly checked your product at the time of delivery.

Payment Options:

• Cash on Delivery (COD)
• Advance payment required:
• Minimum Rs 500 or 25% advance for orders in Karachi that are far from our office address (e.g., Malir, Bahria, etc.).
• Some orders within Karachi with higher COD amounts also require advance payment.
• Delivery will be attempted after confirmation via phone call within 2 or 3 working days.
• Delivery fees for Karachi will be charged based on the location.

Out of City:

• Advance payment (minimum Rs 1,000) required before dispatching.
• Incomplete addresses (e.g., self-collection or unspecified home addresses) require advance payment.
• Delivery charges apply separately based on city zones (A, B, C, D).
• For orders exceeding Rs 50,000, full payment must be made in advance.
• Delivery within 5 to 7 working days after payment confirmation.

Note:

• For orders with a product amount less than Rs 1,500, delivery charges apply nationwide.
• For furniture delivery policies, kindly visit the Furniture Policy Page.

Return Policy:

• RETURN is possible if the customer received the wrong item(s) from our end.
• RETURN is accepted only when an item is unused, unscratched, and in the original packaging or in the same condition the customer received at the time of delivery.
• Items will not be returned if they are found damaged, scratched, or used.
• RETURN of wrong item(s) will be entertained only when the original invoice/receipt is presented.
• Item(s) must be checked at the time of receiving the order; otherwise, return claims will not be entertained.
• Item(s) such as ACs, UPS, burners, range hoods, and cooking ranges cannot be checked on the spot at the time of delivery. These must be checked, and complaints (if any) must be registered within 5 working days of delivery.
• The order will not be replaced/returned after the date and stamp have been placed on the warranty card.
• Please check the order while receiving it. After that, any complaints will not be acceptable.

Product Images and Specifications:

• The product images displayed on our website are for illustrative purposes only and may differ slightly from the actual product. Variations in color, design, or appearance can occur due to factors such as lighting during photography, screen resolutions, or manufacturing updates.
• The cubic feet (cft) measurements mentioned on our website for refrigerators are approximate and provided solely for customer understanding. The actual capacity may vary slightly from the mentioned figure due to differences in design and manufacturing standards.

Refund Policy:

• No refund will be processed without special approvals from higher authorities. (Terms & Conditions apply)
• Refunds will be processed within 7 to 10 working days under the following circumstances:
• The product price was mistakenly applied incorrectly.
• The product price fluctuated but was not yet updated on the website.

We strive to ensure accurate pricing and product information at all times. However, in rare cases, human errors may occur. We apologize for any inconvenience this may cause and appreciate your understanding.

We at Surmawala make sure our customers get the best of all products and services. To achieve that aim, we have to follow a systematic pattern, consisting of dos and don’ts for managing a smooth and trustable system. Here we describe some of our key terms and conditions, which can be of great help to our customers.

AVAILABILITY

There are certain products, which are highly in demand especially during sale seasons. To make them accessible to everyone, some products, deals, and discounts are only available for online purchase in limited quantities.

CANCELLATION

There are times when you place an order by mistake or book an order of products different than what you intended to. In such cases or any other valid reason, you reserve the right to cancel your order at any time before it is dispatched.

CHANGE IN PRICES

Stay connected with us through our social media platforms and our website to stay updated with the most accurate prices and discounts, as prices of our products, deals, or packages are subject to change without prior notice.

CUSTOMER ENGAGEMENT

We at Surmawala love to stay connected to our customers and solve their queries. For that purpose, we engage with customers through various electronic, non-electronic, and social media platforms. Any discussion or information provided here can be updated or changed at any time without prior notice.

DELIVERY

We try our best to deliver your order to your doorstep as soon as possible, but there can be unexpected factors such as weather, route blockage, strikes, etc. In such situations, we are not responsible for any delay or failure of delivery as it is beyond our control.

INCORRECT INFORMATION

We appreciate it if our customers double-check before submitting their information while placing an order. We are not responsible for incorrect information provided by the customer or client to avail of our products or services.

MODIFICATION

With the aim of bringing up-to-date products to our customers, we try to make necessary changes to our offers, discounts, and deals, according to your suggestions and requirements. We reserve the right to modify our products/services at any time.

RIGHT TO REFUSE

We offer our services to everyone regardless of personal beliefs, orientations, etc., but at times there are factors that are beyond our control such as distance, last-minute changes in order by the customer, and others. In such cases, we reserve the right to refuse our services to anyone at any given time because of various reasons such as unavailability of product, delay in payment, etc.

UNAUTHORIZED USE

To keep you safe from plagiarized content and false impersonations, by using our services you agree not to share or reuse any of our services for commercial or any other unauthorized purpose without prior permission.

WARRANTY

With the aim of providing reliable and original products to our customers, we provide an original brand warranty with the products (possessing one). Warranty claims shall be redirected to the manufacturer’s/brand’s warranty claim or customer service centers.

PROMOTIONAL ACTIVITIES

We are not responsible for misinterpretation of promotional posts and banners, posted on our various social media platforms and outlets. Any promotional voucher is valid to be used only once, and multiple usages by opting for different unauthorized ways are illegal.

TRADEMARK

Trademarks, logos, and graphics on our site may not be used/reused for any services that are not being provided by us.

TYPOGRAPHICAL ERRORS

Our hardworking team tries to save our customers from any inconvenience that can be caused by human error, but still, there may be typographical errors on our site or social media platforms regarding pricing and description of products and services. We reserve the right to correct the errors at any time without prior notice.

CUSTOMERS FEEDBACK

As we receive a lot of valuable comments and recommendations from our clients and customers, we reserve the right to use or publish customers’ recommendations, comments, suggestions, and reviews that customers send us through various platforms, anytime without prior permission.

We reserve the right to update our terms and conditions at any time. It is your responsibility to keep track of any changes made to terms and conditions on our website.

(By using Surmawala.pk site you agree to the terms and conditions mentioned above.)