Refund policy

Return & Refund Policy

Last updated: 28 August 2026

At Impora, we want you to receive exactly what you ordered, in good condition. If something goes wrong, this page explains what we will do about it.

Our Return Window

You may request a return within 7 days of receiving your order. Requests made after 7 days cannot be processed.

When We Accept a Return

We accept returns in the following situations:

  • The item arrived damaged or defective. The product was broken, cracked, non-functional, or otherwise faulty when it reached you.
  • The wrong item was sent. You received a different product, model, colour, or quantity than what you ordered.

In both cases, the fault is ours, and Impora covers all return courier charges. You will not be asked to pay anything to return the item.

When We Cannot Accept a Return

We are unable to accept a return in these cases:

  • The item was damaged after delivery through misuse, mishandling, or accidental damage by the customer.
  • The item is returned without its original packaging, accessories, or included parts.
  • The request is made more than 7 days after delivery.
  • The product is undamaged, correct, and matches its description — a change of mind after delivery is not covered.

How to Request a Return

  1. Contact us within 7 days of delivery by phone or WhatsApp on +92 309 7727474, or by email at impora.pk@gmail.com.
  2. Provide your order number and the name and phone number used to place the order.
  3. Send clear photographs of the item, the fault or incorrect product, and the original packaging including the courier label. This helps us confirm the issue quickly.
  4. Wait for confirmation. Our team will review your request and respond, normally within 24 hours during business hours.
  5. Return the item. Once approved, we will arrange collection through our courier partner or provide you with return instructions. Please keep the item in its original packaging with all accessories included.

Replacement or Refund

Once we receive the returned item and verify its condition, you may choose either:

  • A replacement of the same product, dispatched to you at no extra cost, subject to stock availability; or
  • A full refund of the amount you paid, including any delivery charges you were charged on the original order.

Because Impora operates on Cash on Delivery, refunds are issued by bank transfer to an account of your choosing. We will ask you for the account title, account number or IBAN, and bank name.

Refunds are processed on the same day the returned item is received and verified. The time it takes for funds to reach your account after that depends on your bank.

Order Cancellation

You may cancel your order at any time before it is delivered, at no cost. To cancel, call or WhatsApp us on +92 309 7727474 or email impora.pk@gmail.com with your order number.

Because we operate on Cash on Delivery, no payment is taken when you place an order. If you cancel before delivery, or decline the parcel at your door, you owe nothing.

Damaged Parcels

If a parcel arrives visibly damaged or opened, you are entitled to refuse it at the door and pay nothing. If you have already accepted it and then find the item damaged, contact us within 7 days and we will treat it as a damaged-on-arrival return.

Need Help?

If you have any question about a return, refund, or cancellation, contact us directly:

  • Phone / WhatsApp: +92 309 7727474
  • Email: impora.pk@gmail.com
  • Business hours: Monday – Saturday, 10:00 AM – 7:00 PM (PKT)
  • Address: 13 C 25 Street, Eden Value Homes, Lahore, 54500, Pakistan

We respond to every return request. If you are not satisfied with the outcome, tell us and we will review the case again.