Thank you for shopping with Pehnawa (pehnawa.online). We aim to ensure you love every purchase you make with us. However, if you are not satisfied, we are here to help.

1. Order Processing Time

  • COD orders are processed and dispatched within 1–3 business days.

  • Orders placed on weekends or public holidays are processed the next working day.

  • If there is any delay (stock issues, heavy order load, etc.), we will notify you via WhatsApp/SMS/Email.

2. COD Charges

  • COD orders may include an additional COD handling charge, depending on the courier service.

  • Total charges will be shown at checkout before placing the order.

  • Free shipping offers (if active) do not apply to COD handling fees unless mentioned.

3. Order Tracking

  • Once shipped, tracking details will be shared via SMS/WhatsApp/Email.

  • You can track your order using the tracking link.

  • If tracking is not updated within 48 hours, please contact us.

4. Incorrect / Incomplete Address

COD orders require accurate address details.
Your order may be returned if:

  • Address is incorrect/incomplete

  • Phone number is unreachable

  • Customer is unavailable at the time of delivery

In such cases, re-shipping charges will apply for sending the order again.

5. Delivery Attempts

  • Courier partners make 2–3 delivery attempts for COD parcels.

  • If the customer refuses the parcel or is unavailable after multiple attempts, the order will be marked as RTS (Return to Seller).

  • Repeated COD refusals may lead to restriction of COD service for future orders.

6. Damaged / Tampered Package

If the parcel looks tampered or damaged:

  • Do NOT accept the delivery

  • Take clear photos/videos and contact us immediately

We will verify and arrange a replacement or refund (if applicable).