We are here to assist you
at every step.

Our Commitment to Excellence

At Al-Naseer Traders, outstanding customer service is the foundation of lasting business relationships. We are committed to providing dependable products, responsive support, transparent communication, and ethical business practices to every customer in Pakistan and abroad.

Our mission is to be a trusted trading partner by consistently delivering quality products and reliable service every day.

Our Service Principles

1. Customer First: Understand requirements and provide solutions with professionalism, integrity, and respect.
2. Quality Commitment: Source from reputable manufacturers and maintain quality in procurement, storage, packaging, and delivery.
3. Honest Communication: Provide accurate information on products, pricing, availability, shipping, payment terms, and delivery.
4. Timely Service: Process enquiries, quotations, and orders efficiently with updates at every stage.
5. Fair Business Practices: Operate honestly, ethically, and in compliance with laws and international trade standards.
6. Continuous Improvement: Regularly review feedback to improve products, services, and business processes.

Scope of Support

We support all products supplied by Al-Naseer Traders:

Ultrasound Thermal Rolls, Stationery & Office Solutions, Home Décor, Beauty & Personal Care, Mobile & Electronic Accessories, General Import & Export Products.

Service Standards

1 Business Enquiries & Quotations

Enquiries are acknowledged promptly. Standard product quotations are provided quickly upon receiving specifications and quantities. Custom or complex sourcing may require additional time.

2 Order Processing

Orders are processed after: Payment confirmation, Purchase order receipt, Required documentation, and Product availability verification.

3 Product Quality & Accuracy

We supply products that conform to agreed specifications and quality standards. Every shipment is checked for correct product description, quantity, packaging, documentation, and shipping instructions.

4 Shipment Updates

Customers are kept informed on order confirmation, processing status, dispatch details, tracking information, and delivery updates.

5 Technical Assistance

Support available for product specifications, compatibility, packaging, storage, usage, import/export documentation, and shipping arrangements.

Pre-Sales & Order Support

Pre-Sales: Product selection, specifications, pricing, bulk quotations, availability, packaging, shipping options, delivery estimates, payment options, and commercial documentation.

Order Assistance: Confirmation, modifications, status updates, tracking, invoices, packing lists, and export documents.

Product Guidance

Ultrasound Thermal Rolls: Size, printer compatibility, storage, handling, quality, shelf-life.

Stationery & Office: Specifications, material, bulk procurement advice.

Home Décor: Features, care, material, usage.

Beauty & Personal Care: Product info, usage, storage, shelf-life, manufacturer safety.

Mobile & Electronic Accessories: Compatibility, specs, installation, usage, care.

Business & International Support

Bulk/Business Customers: Hospitals, Clinics, Retailers, Wholesalers, Corporates, Educational & Government Institutions.

Services: Volume quotations, contract supply, institutional procurement, customized packaging, export documentation, product sourcing, long-term agreements.

International Support: Export procedures, shipping methods, Incoterms guidance, customs documentation, freight coordination, international payment info, order updates.

Product Availability

If a product is unavailable, we will provide an estimated restocking date, suggest alternatives, and notify you when it’s available.

RETURNS, REFUNDS & REPLACEMENT POLICY

1. Purpose & Scope

We strive to maintain an uncompromised standard of product quality. This policy defines the strict parameters under which returns, replacements, and monetary refunds are managed for both domestic and international commercial supply chains.

2. Eligibility for Claims

A shipment may be deemed eligible for a return, replacement, or credit adjustment under the following verified conditions:

•   Delivery of an incorrect product or mismatched SKU.
•   Cargo arriving with documented transit damage prior to the transfer of risk.
•   Confirmed manufacturing defects or deviations from agreed technical specifications.
•   Supply quantities falling short of the confirmed packing list.

• Claim Window: Written notification must be submitted within 7 business daysof cargo arrival at the destination port or facility.

3. Non-Returnable Goods

No returns, credits, or exchanges will be authorized for:

•   Products customized, altered, or manufactured to custom client blueprints.

• Commodities procured explicitly on a non-cancellable, indent-order basis.
• Consumables or sterile medical materials with opened or broken primary seals.
• Defects resulting from improper storage, poor warehousing conditions, or buyer negligence.
• Shipments returned without an official Return Merchandise Authorization (RMA) number.

4. Return Authorization Procedure
5. Submission: The buyer submits a comprehensive claim detailing the discrepancy.
6. Review: Al-Naseer Traders reviews the documentation and issues a formal Return Merchandise Authorization (RMA)if valid.
7. Logistics: The buyer ships the cargo back using authorized corporate freight channels.
8. Inspection: All returned items undergo rigorous quality-control inspection upon arrival at our warehouse before final claim validation.
9. Resolution Protocols

Once an inspection validates a defect or error, Al-Naseer Traders will execute one of the following resolutions:

•   Replacement: Dispatching compliant products at our expense via expedited transit.
•   Shortage Correction: Immediate dispatch of missing item volumes.
•   Financial Credit: Issuance of a formal Credit Note applicable against future purchase orders.
•   Refund: Processing a direct monetary refund if a suitable replacement product is unavailable.

6. Allocation of Freight Costs

Company Error: If the return is caused by a manufacturing defect or packing error on our part, Al-Naseer Traders will cover all return ocean/air freight and associated import customs handling fees.

Buyer Preference: If a return is allowed due to buyer error or order modification, the buyer assumes 100% of all return shipping costs, export/import duties, and a standard restocking fee.

7. Limitation of Liability

The total aggregate liability of Al-Naseer Traders for any claim, breach of contract, or product defect shall strictly not exceed the original purchase invoice value of the specific affected batch of goods. Consequential, incidental, or special damages are explicitly excluded from recovery.

Communication & Responsibilities

Contact Us: Telephone, WhatsApp, Email, Website Form, Social Media, Authorized Representatives.

Business hours: Messages outside hours will be answered next business day.

Customer Responsibilities: Please provide Name, Company, Invoice/Order No, Product, Quantity, Batch/Lot, Issue description, and photos for damage claims to help us resolve faster.

Confidentiality, Ethics & Force Majeure

Confidentiality: All commercial information is handled securely and used only for legitimate business purposes.

Business Ethics: Integrity, respect, contractual compliance, pricing transparency, and responsible sourcing.

Circumstances Beyond Control: Delays may occur due to supplier issues, customs, port congestion, transport, government actions, natural disasters, or force majeure. We will inform you and minimize disruption.

Warranty

For manufacturer-warranty products, we assist with terms and claims. Warranty excludes damage from misuse, improper handling, unauthorized modification, accidents, or normal wear and tear.

Policy Updates

Al-Naseer Traders reserves the right to update this policy. The latest version on our website applies to all enquiries and transactions.