Shop with Confidence at Ienee

At Ienee, if you are in any way dissatisfied with the products you purchase, we will provide you with exchange, replacement, or repair services according to the following guidelines. This policy applies to all goods purchased on the Ienee online platform. Our hassle-free return policy reflects our commitment to offering you a seamless and caring service throughout your shopping experience.

Shipping and Delivery Policy

General

1. We specialize in selling groceries, fashion, apparel, and accessories under the Ienee Online brand.
2. This shipping and delivery policy (“Policy”) outlines the procedures and policies related to the delivery and transportation of products purchased on the Ienee online platform.
3. We are committed to providing a seamless customer experience and work with reputable logistics partners to ensure timely and reliable delivery of your purchased items.

 

Shipping and Delivery Terms

1. Shipment and Delivery Time:

We partner with third-party logistics service providers responsible for transportation and delivery. The estimated delivery time will be communicated to you at the time of order placement. If you have any questions about your order’s delivery schedule, please contact our team via WhatsApp at +852 13642886.

2. Delivery Instructions:

To ensure timely delivery, we must collect specific information from you such as your name, delivery address, billing address, landmark, and contact number. You are responsible for providing accurate information. We assume no responsibility for failed deliveries due to incorrect or incomplete information.

3. Delivery Attempts:

After the first delivery attempt, we will contact the cardholder via their registered email or phone number. If the cardholder allows a second delivery attempt, additional fees may apply for subsequent deliveries.

4. Delayed Deliveries:

Although we strive for punctual delivery, delays may occur due to logistical challenges, weather conditions, political unrest, or unforeseen circumstances. We are committed to keeping you informed of any delays and the expected next delivery date. All communication regarding delays will be recorded through appropriate channels to ensure transparency. These communications can serve as evidence in case of disputes.

5. Delivery Personnel Conduct:

We work with reputable delivery partners; however, we are not responsible for the conduct or negligence of delivery personnel. Any disputes between you and the delivery personnel should be resolved directly between the parties involved.

6. Tracking Information for Outstation Orders:

Once your order has been processed, you will receive a unique tracking ID from DHL, Blue-Ex, or M&P to track your order in real-time. Additionally, if you contact us via other channels such as email or social media, we may provide the tracking ID as per those channel requirements. Please note that although we make reasonable efforts, tracking information may experience delays or technical issues beyond our control.

Unreceived Goods/Services

1. Definition:

“Unreceived goods/services” refers to situations where the customer does not receive the ordered goods or services within the expected timeframe or as specified in the purchase agreement. This includes cases where delivery failed or the item was confirmed delivered but not actually received.

2. Eligibility:

This policy applies to all orders. Any customer shopping with us qualifies for coverage under this “unreceived goods/services” policy.

3. Delivery Address and Confirmation:

Items will be delivered to the address provided by the customer at the time of order placement. Our delivery process is contactless and does not provide a physical signature as proof of delivery. However, proof of delivery is provided by our third-party delivery partners. For online orders, we implement an OTP (One-Time Password) system. The recipient must enter the OTP during delivery to confirm receipt of the package. The OTP serves as evidence that the recipient has received the goods in good condition. Please note that after the order is confirmed received and the OTP is entered, Ienee assumes no responsibility for missing or undelivered items. In case of disputes, this proof of delivery will be used as evidence.

This model applies to deliveries made by Ienee’s own delivery staff. However, for deliveries handled by Panda Go, DHL, Blue-Ex, or M&P, the tracking and confirmation process will follow the respective service provider's procedure.

The following policies apply to all logistics partners:

• After payment is received, Cash on Delivery (COD) orders will be dispatched.
• Paid orders will only be delivered upon presentation of a valid CNIC (Computerized National Identity Card).
• Once the order is handed over to the rider for tracking, an SMS notification will be sent to the customer.
• A call will also be made to the customer to confirm the order.

4. Shipment Confirmation:

We will provide a tracking number for your parcel to confirm that it has been shipped to the provided delivery address via email or SMS.

5. Timeframe:

Customers must report “unreceived goods/services” issues within 14 business days from the expected delivery date. Business days exclude weekends and public holidays.

6. Reporting:

To report an issue with “unreceived goods/services,” customers must contact our customer service team using the contact details provided. For assistance with “unreceived goods/services” issues, please call +852 13642886 or email ieneeshop@outlook.com.

7. Missing Delivery Disputes:

We follow strict processes to ensure that goods are not lost during transit. We are committed to customer satisfaction and will assist you in locating any lost items.

However, once the cardholder accepts these terms and conditions, the merchant will be exempt from liability for lost packages. The tracking number serves as proof of shipment, and disputes regarding lost packages paid for via credit/debit cards cannot be pursued.

Our customer service team can also assist you in contacting the courier company and resolving any delivery-related issues.

8. Contactless Delivery:

Our delivery process is contactless, prioritizing your safety and convenience.

The absence of a physical signature does not diminish the validity of the delivery, as the tracking number serves as digital confirmation.

9. Customer Responsibility:

It is the customer’s responsibility to ensure the accuracy of the delivery address provided at the time of placing the order.

By accepting these terms and conditions, the cardholder acknowledges and agrees to promptly notify the designated courier company directly of any delivery discrepancies or issues, thereby releasing the merchant from liability.

10. Investigation:

After reporting an issue with “unreceived goods/services,” the customer must contact our customer service team (+852 13642886) and provide the order number or reference number, a description of the issue, and any relevant documents such as the tracking number or delivery confirmation. Our team will internally review the information, maintain clear communication throughout the investigation, and take appropriate action. We will inform the customer of the results and strive to ensure their satisfaction with the resolution.

11. Resolution:

Since we have already clearly dispatched the goods, we cannot offer solutions other than assisting you in locating the lost item. We do not offer refunds or exchanges.

12. Further Assistance:

For any additional help or inquiries regarding your delivery, please contact our customer service team at ieneeshop@outlook.com or via WhatsApp at +852 13642886.

Return and Cancellation Policy

General

1. Ienee Online is committed to delivering the highest quality craftsmanship. We want you to be satisfied with your order; however, under normal circumstances, we do not offer returns or exchanges.
2. “Normal circumstances” refer to when the product is delivered as described, without any manufacturing defects or errors, and meets the quality standards set by Ienee Online. In such cases, Ienee Online does not offer returns or exchanges. This policy aligns with our commitment to providing high-quality products and ensuring customer satisfaction.

 

Defective Products

1. Quality Assurance:

At Ienee Online, we prioritize quality assurance to ensure that customers receive defect-free products. Our quality checks include comprehensive inspections during the manufacturing and packaging stages. We employ experienced professionals who inspect each product carefully for any imperfections, inconsistencies, or damage that could affect its function or appearance.

Additionally, we strictly follow quality control standards and industry best practices throughout the production process, including the use of premium materials and measures to prevent defects during handling and transportation.

2. Defect Notification:

If you receive a defective product, please notify us within 48 hours of receiving the item. To inform us of the defect, please contact our customer service team at +852 13642886 or email ieneeshop@outlook.com, and provide the following information to support your claim:

• Order number or reference
• Description of the defect
• Clear photos or videos showing the defect
• Any other relevant details or documents related to the defect

3. Return Process:

We will guide you through the return process to send the item back to our warehouse in Hong Kong. All return shipping costs and duties are borne by the customer. Please follow these steps:

• Notify us of any defects within 48 hours of receiving the item and provide order details and evidence of the defect.
• Upon approval, securely package the item and ship it to our return address at your expense.
• Upon receipt, we will assess the defect and offer a solution, which may include a replacement, store credit, or refund (if eligible).

4. Thorough Investigation:

Upon receiving the defective product, we will conduct a thorough investigation to evaluate the reported issue.
Our investigation process includes visual inspection, document review, communication, and internal evaluation to thoroughly assess the reported problem and determine the appropriate solution.

5. Refund or Replacement:

Based on our investigation and in accordance with our policy, we will issue a refund or replacement.
Refunds for paid orders will be processed within 15 business days from the date of cancellation, and partial refunds will be processed within 15 business days from the date of processing.
Refunds will only be issued in exceptional cases at the brand’s discretion.

Under normal circumstances, we do not accept returns or refunds unless the item has been proven defective or falls under special circumstances determined by the brand.

6. Brand Discretion:

The brand reserves the right to make the final decision on refunds and exchanges based on the results of the investigation.

 

Cancellation Policy

1. Eligibility:

Cancellation requests must be approved. Orders that have been processed or shipped cannot be canceled. If the cancellation period has expired, the customer will not be able to cancel the order, and all associated fees will be borne by the customer.

2. Timeframe:

Customers may initiate a cancellation request within 24 hours of placing the order. Requests submitted beyond this time may not be accepted.

To cancel an order, please immediately contact our customer service team and provide your order number.

3. Refund Process:

If the cancellation request is approved, the refund will be issued in the form of store credit. This store credit can only be used on the online store and must be used within 3 months from the date of issuance. Refund processing is expected to take 7–14 business days from the date the cancellation request is approved.

4. Exceptions:

The following items are not eligible for cancellation or refund:

• Final sale items marked as non-returnable or non-refundable.
• Personalized or custom-made products that have already entered production.

5. Procedure:

To initiate a cancellation request, the customer must contact our customer service team at +852 13642886 or email ieneeshop@outlook.com. When contacting us, please provide your order number and reason for cancellation.

6. Communication:

After cancellation, the customer will receive an email and SMS notification sent to their registered email address and phone number. This notification will confirm receipt of the cancellation request and its status.

7. Responsibility:

It is the customer’s responsibility to provide accurate order details and initiate cancellation requests within the stipulated time frame. Ienee Online is responsible for processing cancellations promptly and issuing refunds in accordance with the applicable policies.

8. Changes or Updates:

Any changes or updates to the cancellation policy will be communicated to customers via email/phone and updated on our website. It is recommended that you regularly review the cancellation policy for any revisions.

Terms and Conditions

General

1. Welcome to Ienee Online. We are committed to providing the highest quality craftsmanship. We hope you are satisfied with your order; however, under normal circumstances, we do not accept returns or exchanges.
2. If you receive a defective product, please notify us within 48 hours of receipt. We will guide you through the return process to send the item back to our warehouse in Pakistan, and all associated shipping costs and duties will be borne by the customer. We will conduct a thorough investigation upon receiving the defective product and decide at our discretion whether to issue a refund or replacement. Under normal circumstances, we do not accept returns or refunds unless the product has been proven defective or falls under special circumstances.

Price and Content Information

1. Although we strive to maintain accurate pricing and content information, errors may occasionally occur. We reserve the right to refuse or cancel any order containing incorrectly priced or inaccurately described items. In such cases, we will contact the customer for further clarification and may cancel the order at our discretion.

Order Acceptance

1. We reserve the right to refuse or cancel any order for various reasons, including quantity limitations, inaccurate product or price information, or issues identified by our credit and fraud prevention departments. We may require additional verification before accepting any order, and if an order is canceled, we will notify you accordingly.

Shipping Charges

For all orders, delivery charges will only be applied if the total order value is below HKD 400. Orders valued at HKD 400 or more qualify for free delivery.

Delivery Schedule

Ienee Online is responsible for dispatching your order within the selected time frame. We deliver only to specified areas within Pakistan. Estimated delivery times will be communicated to you at the time of order placement.

Privacy

1. We respect your privacy. Any personal information provided through this website will be used in accordance with the Ienee Online Privacy Policy.

 

Contact Information

1. If you have any questions, concerns, or complaints, please send an email to ieneeshop@outlook.com or call us at +852 13642886.

All Ienee customers should note: If you pay via debit/credit card and receive a payment confirmation message, but no receipt is printed from Ienee’s machine, please contact your bank to file a complaint. In such cases, Ienee does not receive any funds and is not responsible for the error. If payment is not received on our end, our rider will not be authorized to hand over the item to you.