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Shipping & Exchange Policy

SHIPPING & EXCHANGE POLICY

Shop with confidence at Macca Tower

Shop at Macca Tower with the confidence of knowing that if you are not completely satisfied with your purchase, we will provide you with an exchange, replacement or repair within the guidelines outlined below. This policy applies to all purchases made at Macca Tower online. Our hassle-free return policy is part of our commitment to taking care of you every step of the way. Exchanges will only be facilitated for the goods purchased through www.maccatower.com.

SHIPPING AND DELIVERY POLICY

GENERAL

Macca Tower with its registered address at Manawan, Lahore, Pakistan, operates the website https://maccatower.com and the Macca Tower mobile application. We specialize in the sale and purchase of Grocery, Household, Beauty, Personal Care, Electronics, Crockery, Medicine, and accessories under the brand name Macca Tower.

This shipping and delivery policy ("Policy"), outlines our procedures and policies regarding the delivery and shipping of products purchased on the Macca Tower platform.

We are committed to providing a seamless customer experience and work with our delivery team to ensure timely and reliable delivery of your purchased products.

TERMS OF SHIPPING AND DELIVERY

Dispatch and Delivery Timeline: We use our own delivery team to handle shipping and delivery within Lahore. Delivery times will be agreed with you at the time of placing your order. If you have any specific queries concerning order delivery time, please contact our team on WhatsApp at +92 324 4126061.

Information for Delivery: To ensure timely delivery, we have to collect specific information such as your name, shipping address, billing address, landmarks, contact details, etc. It is your responsibility to provide accurate information. We shall not be liable for delivery failures due to inaccurate information.

Delivery Attempts: After the initial delivery attempt, we will contact the customer via their registered phone number or WhatsApp. If the customer allows for a second attempt, additional charges may apply for subsequent attempts.

Delay in Delivery: Although we strive for punctual delivery, delays can arise due to logistical challenges, weather conditions, political disruptions, or unforeseen circumstances. We are committed to keeping you well-informed about any delays and the anticipated next delivery date. All communications regarding delays will be documented on the appropriate channel. In the event of any disputes, these communications can serve as evidence.

Actions of Delivery Personnel: We use our own delivery personnel; however, we are not liable for acts or omissions beyond our control. Any disputes between you and delivery personnel should be reported to our customer service team immediately.

Delivery Charges - Lahore:

Within Lahore Deliveries:

  • FREE delivery on orders above Rs. 3,000
  • Flat Delivery Charges: Rs. 185 on orders below Rs. 3,000

Self Pickup:

  • Available at our Macca Tower store, Manawan, Lahore
  • No delivery charges apply

Order Timing:

  • Orders placed before 6:00 PM will be delivered the same day or the next day
  • Orders placed after 6:00 PM will be delivered the next day
  • Orders can be placed 24/7 through our website or mobile app

GOODS/SERVICES NOT RECEIVED

Definition: A 'Goods and Services Not Received' situation refers to circumstances where a customer does not receive the ordered goods or services within the expected timeframe or as described in the purchase agreement. This can include instances such as failed delivery attempts or non-receipt of the goods despite successful delivery confirmation.

Eligibility: This policy applies to all orders placed with us. Any customer who purchases with us is eligible for this policy regarding 'Goods and Services Not Received' situations.

Delivery Address and Confirmation: Goods will be dispatched to the shipping address provided by the customer during the order placement process. Our delivery rider will contact you before delivery. COD (Cash on Delivery) orders will be handed over upon receipt of payment. The delivery rider will call the customer for order confirmation before and at the time of delivery.

Confirmation of Delivery: You will receive order status updates via SMS or WhatsApp, serving as confirmation that the goods have been dispatched to the provided shipping address.

Timeframe: Customers must report a 'Goods and Services Not Received' issue within 7 working days from the expected delivery date. Working days exclude weekends and public holidays.

Reporting: To report a 'Goods and Services Not Received' issue, customers must contact our customer service team. Please reach out to us via +92 324 4126061 or admin@maccatower.com for assistance.

Missing Delivery Disputes: We follow rigorous processes to ensure that goods are not missed out during the shipping process. Our commitment to customer satisfaction extends to assisting customers in locating their missing items should such a situation arise.

Our customer service team is available to assist you in resolving any delivery-related issues.

Customer Responsibility: It is the responsibility of the customer to ensure the accuracy of the provided shipping address during the order placement.

Investigation: Upon reporting a 'Goods and Services Not Received' issue, customers must contact our customer service team (+92 324 4126061 or admin@maccatower.com) with the order number, a description of the issue, and any relevant documentation. Our team will then internally review the provided information, maintain clear communication with the customer throughout the investigation, and take appropriate action. We will communicate the outcome of the investigation to the customer and try to ensure their satisfaction with the resolution.

Resolution: We will assist the customer in locating their missing items. If the order is confirmed lost, we will reship the order or provide a suitable resolution at the discretion of Macca Tower.

Further Assistance: For any additional assistance or inquiries regarding your delivery, please contact our customer service team at admin@maccatower.com or through WhatsApp at +92 324 4126061.