Returns, Refunds & Replacements

Books ordered in deals and discounts will not be Signed by Umera Ahmed

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Last updated: 23 October 2026

This policy applies to all orders placed on uabooksonline.com, or through our official WhatsApp (+92 340 0009252), by customers in Pakistan and overseas. By placing an order, you agree to this policy. It does not affect any rights you have under Pakistani consumer law.

1. Our commitment

Every book we send is an original Umera Ahmed publication, checked before dispatch. If something is wrong with your order because of us or the courier, we will make it right as set out below.

2. What we will replace or refund

You may request a remedy only in these cases:

Wrong item: you received a title, edition or quantity different from your order confirmation.
Damaged in transit: the book arrived with torn pages, a broken spine, water damage or a crushed cover.
Printing or binding defect: missing, repeated, blank or misprinted pages, or loose binding that makes the book incomplete to read.
Missing item: an item on your order confirmation was not in the parcel.

3. What we do not accept

We do not accept returns or give refunds for:

Change of mind, or a book that was ordered by mistake.
Books damaged after delivery, through use, or through careless handling.
Minor cosmetic marks that do not affect reading (light scuffs, small creases on the cover or packaging).
Small variations in cover colour, paper shade or printing between print runs and editions.
Signed or personalised copies, unless the book is wrong, damaged or defective as in Section 2.
Digital products (e-books, audiobooks, online reading or downloadable material) once access has been provided.
Free gifts, bonus items or promotional extras.
Claims made after the time limit in Section 4.

4. Time limit for reporting

Please open and check your parcel as soon as it arrives. All problems, including wrong items, missing items, damage in transit and printing or binding defects, must be reported within 3 days of delivery.

Delivery date is the date shown on the courier’s tracking record. Claims received after this limit will not be accepted, except at UA Books’ discretion.

5. How to make a claim

WhatsApp us at +92 340 0009252 or email info@uabooksonline.com with:

Your order number and the name on the order.
Clear photos of the problem, the outer packaging, and the shipping label.
For a missing or wrong item: an unboxing video showing the sealed parcel being opened. We strongly advise recording one for every order.

We will reply within 3 working days. We may ask for more photos, or for the book to be returned for inspection, before approving a claim.

6. Returning a book

If we ask you to send the book back:

Pack it securely so it is not damaged further in transit. Further damage on the way back may result in the claim being refused.
Include all items from the order, and a note with your order number.
Send it only to the address we give you. We do not accept returns sent without our approval.
Within Pakistan: we will arrange a courier pickup or reimburse reasonable return postage when the claim is approved.
Overseas: please do not send books back unless we ask. For most overseas claims we decide from your photos and video alone.

7. Your remedy

Once a claim is approved, we will send a replacement copy of the same title at no cost to you. If the title is out of stock or a replacement isn’t practical, we will offer you a different title of equal value or a refund, as you prefer.

For a wrong or missing item, you may choose a replacement or a refund for that item.

Refunds cover the price you paid for the affected item. Shipping charges are refunded only when the whole order was wrong or never arrived. We do not refund courier, bank, customs or currency-conversion charges incurred on your side.

8. How refunds are paid

You paid by	We refund by
Card (XPay)	Back to the same card
Bank transfer	Bank transfer to an account in the name on the order
Cash on delivery	Bank transfer or mobile wallet to an account in the name on the order

We process approved refunds within 10 working days. Your bank may take longer to show the credit. We will not refund to a third-party account, or in cash.

9. Lost parcels

If tracking has not moved for 7 days (Pakistan) or 21 days (overseas), tell us. We will open a claim with the courier. Once the courier confirms the parcel is lost, we will send a replacement or refund you in full, including shipping.

If tracking shows the parcel as delivered and you have not received it, report it within 3 days. We will investigate with the courier, but we can’t be responsible for parcels delivered to the address you gave us.

10. Cash-on-delivery parcels

Please check the outer packaging when the rider hands it over. If the parcel is visibly damaged or opened, refuse it or note this with the rider and contact us the same day.

Refusing a COD parcel for any other reason is not a return. See our Order Cancellation Policy for what happens next.

11. Chargebacks

If you have a problem, please contact us before disputing a card payment. Opening a chargeback without contacting us first may delay your refund. If a chargeback is raised on an order we delivered as described, we will share delivery records and order evidence with the bank, and we may decline future orders from you.

12. Misuse of this policy

We may refuse claims, and future orders, where we reasonably believe this policy is being misused, for example repeated claims, altered photos, or swapping a book for a different copy.

13. Contact

UA Books
Office: House 1-B, White House Lane 2, Sundardas Road, Lahore, Pakistan
Shop: Shop # 9, First Floor, Al Hamd Plaza, Urdu Bazar Garhi Shahu, Lahore 54000, Pakistan
WhatsApp: +92 340 0009252 · Email: info@uabooksonline.com

If you have a complaint, write to us. We respond to written complaints within 15 days.