We want you to be happy with every order. Because dates are a food product, our policy keeps everyone’s food safe while making sure any problem with your order is put right.
Damaged, Incorrect or Faulty Orders
If your order arrives damaged, incorrect, incomplete or not in good condition, we will replace the items or refund you.
- Tell us within 48 hours of delivery by WhatsApp at 0300-6234621 or by email at info@madinadates.pk.
- Send your order number and clear photos of the parcel, the packaging and the product.
- Please keep the product and its packaging until we have reviewed your request. We may ask you to return it.
Returns for Change of Mind
For food safety and hygiene, we cannot accept returns or exchanges for change of mind, or for products that have been opened or used, unless they were faulty.
Items That Cannot Be Returned
- Custom gift boxes, personalised gift cards and corporate orders made to your requirements, unless they arrive damaged or incorrect.
- Products damaged by incorrect storage after delivery.
- Problems reported more than 48 hours after delivery.
How Refunds Work
- Once we approve your request, we will send a replacement or give you a refund.
- Refunds for online payments go back to the original payment method. For cash on delivery orders, we refund by bank transfer or mobile wallet to the account you give us.
- We aim to process approved refunds within 7 working days. The time it takes to reach your account depends on your bank or payment provider.
- When the mistake is ours, you do not pay any delivery cost for the replacement or return.
Cancelling an Order
- You can cancel your order free of charge before it is dispatched. Contact us as soon as possible with your order number.
- Once an order has been dispatched, it cannot be cancelled.
- Custom gift boxes and corporate orders cannot be cancelled once we have started preparing them.
- If you paid in advance for an order that is cancelled, we refund the full amount.
Orders We Cancel
If we have to cancel your order, for example because a product is out of stock, we will tell you straight away and refund any amount you have paid in full.
Contact Us
For any return or refund request, please contact us:
- Email: info@madinadates.pk
- Phone and WhatsApp (Lahore, Pakistan): 0300-6234621
- Phone (Madina, Saudi Arabia): +966 57 426 4425
