Refund policy
Last updated: 25 May 2026
We want every order to arrive the way you expected. If it doesn't, we'll make it right. This policy explains how returns, replacements, refunds, and cancellations work at Nizami Farms.
Quick summary
| Situation | What happens |
|---|---|
| Meat quality doesn't meet your expectations | Replacement or full refund, your choice |
| You want to cancel before we start cutting | Full refund, no questions |
| You want to cancel after we've started cutting | Not possible (fresh meat cannot be restocked) |
| We deliver the wrong item or wrong cut | Replacement or full refund |
| We miss the delivery window | Replacement or full refund as goodwill |
| You're not home for delivery | Re-delivery may be subject to additional charges |
To start a return, replacement, or cancellation: message us on WhatsApp at +92 333 5300905, email support@nizamifarms.com, or tap Need help? on your order in the mobile app.
12-hour return window
You have 12 hours from the time of delivery to request a return, replacement, or refund for any meat you are not satisfied with. We've set this window short on purpose, because:
- Fresh meat quality is best assessed soon after delivery
- The sooner you let us know, the easier it is for us to verify, replace, or refund
- Storage conditions outside our control affect freshness over time
To be eligible for a return:
- The meat must be in substantially the same condition as when we delivered it
- The original packaging and labels should be intact
- You should have the order confirmation or invoice reference
If you contact us within the 12-hour window, our rider will collect the meat from your delivery address at no cost to you. We will either replace it with fresh meat on our next available delivery slot, or refund you, your choice.
What counts as a valid return reason
We honor returns and replacements for:
- Quality issues: off smell, discoloration, excessive fat, bone splinters, or anything that doesn't look or feel right
- Wrong item or cut: we delivered something different from what you ordered
- Short weight: the meat you received weighs noticeably less than what you were invoiced for
- Damaged packaging: the cold chain was broken, packaging was torn, or meat arrived warm
- Late delivery: we missed our agreed delivery window by a significant margin
We do not offer refunds for:
- Changes of mind after the meat has been cut and packed
- Cooking results (we sell raw meat; how it cooks depends on your preparation)
- Personal taste preferences for fat content, bone ratio, or cut style when the meat matches our standard specifications
- Meat that has been mishandled after delivery (left unrefrigerated, transferred to another address, etc.)
Order cancellation before delivery
You can cancel an order before our team starts cutting and packing it. Once cutting begins, fresh meat cannot be restocked, so cancellation is no longer possible. To cancel:
- Before cutting starts: full refund, no charge. Message us on WhatsApp or use the Need help? link on your order in the mobile app.
- After cutting starts: cancellation is not possible. The order will be delivered as scheduled and paid for as invoiced.
Cutting typically starts a few hours before your scheduled delivery window. If you're not sure whether cutting has started, message us and we will tell you immediately.
If we are unable to fulfill your order for any reason (out of stock, address outside our delivery area, operational issue), we will notify you and refund you in full.
How refunds are processed
Once we approve your return or cancellation, refunds are processed as follows:
| Payment method | Refund timeline |
|---|---|
| Cash on Delivery (order not yet paid) | No refund needed; order is cancelled |
| Cash on Delivery (already paid) | Cash returned by our rider on next delivery, or bank transfer within 3 business days |
| Bank transfer | Refunded to the same account within 3 business days |
| Card payment | Refunded to the original card within 3 business days; your bank may take an additional 5-10 business days to show it |
We confirm every refund via WhatsApp once it has been processed on our end.
Partial refunds
In some cases, we may offer a partial refund instead of a full refund or replacement. This applies when:
- Only some items in an order had quality issues
- The issue affects part of the cut, not the whole piece
- You agree to a partial refund as the most convenient resolution
We always discuss this with you on WhatsApp before processing.
Replacements
When you choose a replacement instead of a refund:
- We deliver the replacement on our next available delivery slot to your area
- There is no extra charge for the replacement
- The original item is collected by our rider, either at the time of replacement delivery or before, depending on what's convenient
Delivery failures
If we are unable to deliver your order due to an issue on our side (such as our rider not arriving, a vehicle breakdown, or operational delay beyond our communicated window), we will offer you the choice of:
- A fresh order delivered on the next available slot at no charge
- A full refund
If we are unable to deliver because of an issue on your side (you were not available at the address, the address was incorrect, no one answered the door), our rider will attempt to reach you. If we cannot reach you within a reasonable time, the order is returned to our facility. Re-delivery may be subject to additional charges, and the cost of the original meat may not be refundable since fresh meat cannot be restocked after it leaves our facility.
Damaged or incorrect orders
If your order arrives damaged or incorrect, please:
- Take a photo of the issue
- Message us on WhatsApp at +92 333 5300905 within 12 hours
- Keep the meat in your refrigerator until we tell you what to do next
We will arrange collection, replacement, or refund within 24 hours of you reaching out.
Qurbani (Eid al-Adha) orders
Qurbani orders are handled with special care because they are tied to a specific religious occasion. Our standard return and replacement policy applies, but with two adjustments:
- Cancellation is only possible up to 24 hours before the scheduled Qurbani date
- Quality issues identified within 12 hours of delivery are handled the same as regular orders (replacement or refund)
Specific Qurbani terms are also communicated at the time of booking.
Exceptions
We may offer exceptions to this policy at our discretion in the case of:
- Long-standing repeat customers
- Special circumstances such as religious occasions, medical needs, or family emergencies
- Errors on our side that fall outside the standard return reasons
If you feel your situation deserves an exception, message us. We try to be reasonable.
How to contact us
To request a return, replacement, refund, or cancellation:
- WhatsApp: +92 333 5300905 (fastest)
- In the app: open your order, tap Need help?
- Email: support@nizamifarms.com
Nizami Farms Rehman Arcade, Aabpara Market, G-6/1 Islamabad 44000, Pakistan
We aim to respond to all return and refund requests within 2 hours during business hours.