Warranty & Claim
- Item must be purchased via Orientlighting.com.pk, if the item has been purchased from a retail outlet or another partner online store, the customer will have to claim the replacement via their retailer.
- Item must be in its original condition (not used). It must include all packaging material and accessories (as shipped). This includes any certificates, manuals, warranty cards, stickers or tags, etc.
- All items will need to be checked for claims of damage. This may be done by recalling the item back the factory or by sending an onsite examination team. If the product has been damaged during installation or any mishandling after receipt, the company will not entertain a return/replacement. If the customer claim is verified then the customer will be sent a replacement unit/product.
- If the item is not physically damaged but is not performing as expected. The product will be examined by Orient team. In the off-chance, the product has a defect, the technician will replace the defected part or approve the replacement (if required). For more information on this please refer to our warranty and claims section.
For further information contact your regional office or branch through the Find Us page or consult with the representatives (customer support) of the company at (042) 111 111 660 Ext :180.
When can I get a product replacement?
Orientlighting.com.pk exercises a strict quality control to ensure that all orders shipped are in approved conditions (including packaging and protection). However, in case where there is a mishap or the product is damaged while shipping Orientlighting.com.pk will replace the product for the customer after verifying the claim. This applies to all products listed on Orientlighting.com.pk.
What is the procedure for requesting a replacement?
A customer can request a replacement within 7-days of delivery. To initiate a replacement the customer must call our customer service at (042) 111 111 660 Ext :180 and submit a replacement request by stating the issue with the product, the invoice number, the delivery tracking code and the item batch number (as stated on the invoice).
It is recommended that the customer also take evidence pictures of the packaging (if damaged) and mail it to the support department at firstname.lastname@example.org. Once the request has been submitted, the item will be collected and sent to the head office for inspection. If the item meets the replacement guidelines the user will be shipped a new product from Orient
How much time will it take for me to get my replacement?
Once the replacement request is validated it will take the normal course of delivery time to send you a new product. Normal delivery time is 5-7 days.
How long does it take to validate a return?
The Orient quality assurance team requires 2 working days to clear a product. Once completed the customer is sent an email with the results of the verification. In case if the replacement request is not validated, the customer is sent an email detailing the reasons for validation failure whereas the product is repacked and delivered to the customer.
Note: Orientlighting.com.pk will make 2 attempts to deliver back the item, if the product is not received the customer will have to collect it from the head office directly.