Return & Refund Policy

Two numbers do most of the work here, and they are different numbers: report a problem within 24 hours of delivery, and return the product within 7 days. The packaging and the product must both be undamaged.

The reporting window is short, and the honest thing is to say so at the top rather than in a clause near the bottom. Read this before you order.

What can be returned

An item can be returned if it is defective, damaged in transit, or not what you ordered.

We do not accept returns for a change of mind. If you are unsure which camera you need, ask us before ordering — that is what the phone number is for, and we would far rather spend ten minutes on it than have you take delivery of the wrong thing.

The two windows: report in 24 hours, return within 7 days

This is the part most often misread, so here it is on its own:

• Report within 24 hours of delivery. Tell us something is wrong — a call, a WhatsApp message or an email is enough. This is the deadline that matters, and it is short because after a day we can no longer establish where a fault arose.
• Return within 7 days. Once you have reported it, you have a week to get the product back to us. You do not have to arrange the courier the same afternoon.

The 24 hours is for telling us. The 7 days is for sending it back. Miss the first and we cannot accept the claim at all; the second is a practical window, and if a courier delay puts you a day over it, say so and we will work with you.

Condition: nothing damaged

Two conditions, and both are absolute:

• The packaging must not be damaged. The box, not the seal — you have to open it to find a fault. But a box that has been torn open, cut through or thrown away cannot come back, because the manufacturer will not take the unit without it.
• The product must not be damaged. Damaged as it arrived is exactly what a return is for; damaged after it arrived is not. This is what the unboxing video settles.

The unboxing video is mandatory

Film yourself opening the parcel, from sealed to unpacked, in one continuous recording. A claim without an unboxing video cannot be accepted.

This is not bureaucracy and it is not distrust. It is the only thing that settles the question of whether a housing was cracked in transit or afterwards, and it protects you as much as us. Every parcel we send is packed under CCTV for the same reason, and we will produce that footage if a claim turns on it.

Completeness

The item must come back complete — original packaging, every accessory, cable, bracket and manual it arrived with.

What cannot be returned

• Anything reported after the 24-hour reporting window.
• Anything sent back more than 7 days after delivery, unless we have agreed otherwise.
• Anything whose packaging or product is damaged after delivery.
• Anything without an unboxing video.
• A change of mind.
• Cable cut to a custom length.
• Physical damage or water ingress caused after delivery, including damage caused while the equipment was being fitted.
• Equipment already installed. Once a camera has been drilled to a wall it is no longer a returnable item. If it then fails, that is a warranty matter — see below.

Who pays the delivery cost

If the fault is ours — a wrong item, or damage in transit — we cover the courier in both directions.

If it is not, the delivery cost both ways is yours. The original delivery charge is not refundable in any case.

Refunds

We refund once the item is back with us and checked. Refunds go back the way the money came: a bank transfer to the account it came from, or cash for a cash-on-delivery order. We confirm the amount and the method before processing it, and it normally takes a few working days from the point we have the item.

Exchanges

Often easier than a refund, and available where the same model is in stock. If it is not, we will offer the nearest equivalent or a refund — your choice.

Faulty later, rather than on arrival

That is warranty, not returns, and it goes to the manufacturer's service centre. See the warranty policy.

Wholesale and bulk orders

The same two windows apply, per item rather than per order: a faulty unit out of a box of ten is a claim on that unit, reported within 24 hours and returned within 7 days, and the rest of the order stands. Film the unboxing of a bulk delivery — it is the only practical way to evidence a shortage or damage across a pallet.

How to raise it

Within 24 hours of delivery, WhatsApp or call 0300 120 3210, or email support@dotpk.pk, with your order number, what is wrong, and the unboxing video.

We will confirm the claim and tell you where to send the product. You then have 7 days from delivery to get it back to us, with the packaging and the product both undamaged.

Questions about this policy

Orbit Smart Solutions, G3 Ibrahim Center, Usman Market, Hall Road, Lahore · support@dotpk.pk · 0300 120 3210