Refund policy

Our promise

We want you to love what you receive. If your order arrives damaged, defective, or different from what you ordered, we will make it right with a free replacement — or a full refund where a replacement isn't possible. You will never need to post anything back to us for a damage, defect, or wrong-item claim. OrderNation has served customers across Pakistan since 2014, and we stand behind every order we ship.

1. Damaged, defective, or wrong item received

If your item arrives broken or cracked, has a manufacturing defect, is the wrong design, model, or colour, or is clearly different from the product photos:

  • Contact us within 7 days of delivery on WhatsApp 0306-4744465 or email support@ordernation.com with your order number and a photo or short video of the issue. An unboxing video is the strongest evidence, but clear photos are fine.
  • We will review your claim and give you a decision within 48 hours (Sundays excluded).
  • Approved claims receive a free replacement, dispatched within 48 hours of approval. If the item is out of stock, if a replacement also arrives faulty, or if you'd rather not have a replacement, we will issue a full refund including any delivery charge you paid.
  • You do not need to return the item. Keep it or dispose of it — your photo or video is enough.

To keep this promise sustainable for everyone, we may ask for additional verification — or, where an account shows repeated claims, ask for the item back — before approving a claim.

2. How refunds are paid

  • Cash on Delivery orders: your choice of bank transfer (IBAN), JazzCash, or Easypaisa, sent within 5 working days (Mon–Sat) of the refund being approved.
  • Prepaid orders (card / PayFast): refunded to your original payment method within 3–5 working days. Bank posting can take a few extra days on top.

3. Changed your mind?

If the item is fine but you no longer want it:

  • Return it within 7 days of delivery, unused and in its original packaging.
  • Return delivery is arranged and paid by the customer, to: OrderNation, 12 Nargis Block, Allama Iqbal Town, Lahore 54000, Pakistan.
  • Once we receive and inspect the item, we refund the item price using the payment methods in Section 2 (or as store credit, your choice). Prefer an exchange (a different model or colour)? Tell us when you contact us — once your return reaches us we dispatch the new item; standard delivery charges apply. Original delivery charges are not refundable for change-of-mind returns.

4. What to expect from your cover

  • Product photos are taken in studio lighting — real colours can vary slightly depending on your screen and lighting. Printed and customised designs are produced to the design shown; minor variation in print position is normal. See our Colour Disclaimer.
  • If your cover shows a genuine manufacturing defect — a port or button cutout detaching, print peeling, or cracking — within 7 days of delivery, that is covered under Section 1.

5. Items we can't take back

For hygiene reasons we cannot accept change-of-mind returns of screen protectors or earphones once unsealed, or custom/personalised covers — unless they arrive damaged, defective, or wrong, which is always covered under Section 1.

6. If you haven't heard back

We aim to answer every claim well within the 48-hour window. If you haven't heard from us, reply "FOLLOW-UP" on the same WhatsApp thread or email and your case is escalated the same day.

Questions about an order? WhatsApp us at 0306-4744465 — Monday to Saturday, 9 AM to 6 PM.