We take care when preparing and dispatching every ONTOP order. If you receive an incorrect or damaged item, please contact us within seven days of delivery.
Eligible Claims
A refund request may be accepted only when:
- The item received is different from the item ordered; or
- The item arrived damaged.
Change-of-mind returns and requests relating to personal preference are not eligible under this policy.
Claim Window
You must contact us within 7 days of delivery. Requests submitted after this period may not be accepted.
How to Submit a Claim
Contact us on WhatsApp at 03700-437-050 and provide:
- Your order number;
- The phone number used when placing the order;
- Clear photographs or a short video showing the item and its packaging; and
- A brief explanation of the issue.
Please keep the item and original packaging until our team has reviewed your claim.
Refund Approval
All claims are reviewed before approval. ONTOP may request additional information where necessary to verify that an incorrect or damaged item was received.
Refund Processing
Once a claim is approved and the required refund details are received, ONTOP will process the refund within 24 hours. The time required for the amount to appear in your account may depend on the receiving bank or payment service.
Contact Us
WhatsApp: 03700-437-050
Email: ontopnow.support@gmail.com
Support hours: Monday to Saturday, 10:00 AM–8:00 PM (PKT)