Returns and Refunds Policy

Eligibility for Returns

Most of our products, available on charcoal.com, can be returned. However, please note that custom-made items and international deliveries are exceptions and not eligible for returns.

 

Return Timeframe

You have a window of 7 days from the date of delivery to initiate a return.

 

Conditions for Returns

To qualify for a return, the product must meet these conditions:

• The product received is not as expected or advertised.
• The product received is of the wrong size, specification, or color.
• The product received is damaged or defective.

The returned product should be in its original condition, unused, in the original packaging, with all seals and tags attached, and should include any accessories that came with it.

 

Initiating a Return

For detailed information on how to initiate a return, please consult our comprehensive return policy, which can be found on the next page. This policy provides a step-by-step guide, including necessary forms and procedures.

Tracking Your Return

Once you've shipped your return, you will receive a tracking number via SMS. This will allow you to monitor the return's progress.

Replacement Timeline

The time it takes to process replacements typically falls within the range of 5 to 15 days. However, please note that the exact duration may vary based on the specific product and your location.

For more precise delivery timeframes, please visit our website or reach out to our customer service team.

 

Refund Processing Time

The processing time for refunds depends on the chosen refund method:

• Charcoal Voucher: Within 2 to 3 business days
• Bank Deposit: Within 7 to 12 business days

Quick and Easy Return Steps

1. Contact Us: Initiate your return by calling us at +(92) 333 0330754. Our dedicated team is ready to assist you promptly.
2. Select and Package: Choose the product you wish to return and include the completed form provided on the next page in your return package. Ensure that the product aligns with the return conditions specified on the first page of this document.
3. Quality Evaluation: After we receive your package, it will undergo a quality evaluation. Following a successful evaluation, your replacement or refund process will commence promptly. On average, this process may take between 5 to 15 days.

We are committed to making your returns and refunds convenient and hassle-free. If you have any further questions or concerns, please reach out to us. Your satisfaction remains our top priority!