Refund and Returns Policy

You can easily claim a return or refund from us due to our super simple return & refund policy. We only allow our customers to claim return or refund on our products under certain conditions so make sure you read the policy carefully before making any claims. We offer official warranty coverage too with Carlcare as it is the official authorized after-sales service provider for Infinix in Pakistan. You can easily check your infinix product’s warranty online before making any claim.

Warranty Coverage:

All Infinix.pk products from smartphones to accessories and laptops to air purifier come with official 1-year warranty. All products are warranted against manufacturing defects and working issues. Please check before claiming that your product is under warranty or not. We do not accept any warranty claim for the damage that is caused by the liquid ingress, fire, natural disaster or by intentionally caused impairment. If you have received a product and while using it for a few days it starts to show some software problems or have manufacturing defects you can contact for further process of claiming your warranty.

What Is Not Covered in the Warranty?

You warranty claim will fail under following situations: 

• If the damage is caused by wrong use, liquid spills, drops or normal wear and tear over time.
• If someone other than an authorized technician opens or repairs the product, the warranty will end.
• If the IMEI number on the device is removed, changed or damaged and the product cannot be identified.
• Damage caused by accidents, lightning or natural disasters is not included in the warranty.
• Burn marks or damage caused by power cuts or voltage fluctuations are also not covered.
• Please keep the product box with the serial number safe during the full warranty period.

Every warranty claim is assessed carefully. The company has the right to approve or reject a claim. For further queries, you can contact our customer service team anytime.

Refund & Replacement

At Infinix.pk, we offer refund, return or exchange a product only if:

1. You have received the wrong product
2. Your received product is damaged 

Wrong Product Delivered

In case you have received a wrong product at the time of delivery, we will be responsible for it. We will arrange a free pickup of that product and once we have it we’ll deliver the correct order to your address. Or you can choose to refund. But there are certain conditions that you should follow while returning the wrong product:

• The product packaging must be intact and the product must be unused.
• Do not break the seal of the packaging if it is not already opened.
• You must also return all supporting documents you have received with the product such as receipt, price tags, labels, warranty card and any additional accessories.

Received a Damaged Product

We always instruct our customers to record a video of unboxing your products just to be on the safe side. If due to any reason they receive a damaged product, the video can be submitted as a proof. If you have recorded the unboxing video and the product is broken or damaged, you must submit that video to our customer support team within the 12 hours of delivery.

• While requesting a refund or return the video is necessary, without the video proof we hold the right to reject your refund or replacement request. 
• Our after Sales Department will determine that the product is valid or not for the refund, replacement/ repair.
• If video proof is found to be fake or altered, the refund request will not be accepted.
• If the claim stands correct, then it is up to you whether you want a refund or want to exchange the product.

Non-Refundable Circumstances

Please note that any refund or return claims will not be accepted in the following situations:

• If we found that customer has violated our terms of service
• Customer fails to provide the unboxing video as a proof
• If the packaging seal of the product is broken or opened
• If the product shows signs of usage, tampering or damage caused intentionally

How to Get a Refund or Replacement

Received a faulty product? Don’t worry, we’re here to help! To start your claim, simply contact our Customer Service at +92325-555-1604 and we will resolve it quickly.

Important Guidelines:

• Video Proof Required: You must provide a clear unboxing video within 12 hours of receiving your package. We cannot accept claims without this video or after the 12-hour window.
• Physical Inspection: Once we receive the returned product our after sales team will inspect it. We will then confirm if it qualifies for a refund or not.