This page explains what is and is not covered by our replacement policy, the timeframes you have, and how to start a replacement claim.
Ali Laptops operates a replacement only policy. We do not offer cash refunds under this policy. If a laptop qualifies for replacement, we will exchange it for the same model and configuration. If the same configuration is unavailable, our team will discuss a suitable alternative with you before the return is shipped.
The 7 Day Replacement Window
You have 7 days from the date you receive your laptop to report a qualifying issue under this replacement policy.
After the 7 day period, any eligible issue will be handled according to the applicable warranty terms.
Replacement may apply when:
The laptop has a functional defect, such as failure to boot, screen failure, keyboard failure, port failure, persistent overheating, or repeated crashes.
The specifications delivered do not match the specifications confirmed at the time of purchase.
You received the wrong model, processor, RAM, SSD, screen size, or other confirmed configuration.
The laptop arrives with physical damage caused during delivery and the damage was not present in the pre dispatch condition video.
Replacement means an exchange for the same model and configuration, subject to stock availability.
If the exact same unit or configuration is unavailable, Ali Laptops may offer a comparable alternative. Any alternative will be discussed and agreed with you before the return is shipped.
Cash refunds are not provided in place of an eligible replacement.
Report Physical Damage Immediately
If your laptop arrives with visible physical damage, such as:
Cracked screen
Dented body
Broken hinge
Damaged casing
Damage to ports or other external components
you must contact us on the same day of delivery.
Please take clear photographs of:
The courier parcel
The outer packaging
The laptop
Any visible damage
An unboxing video is strongly recommended.
Damage reported after 24 hours may not be accepted as a delivery damage claim because the courier may no longer accept responsibility.
Reporting timeframes
Delivery damage: Report on the same day.
Screen, body, hinge, and condition issues: Report within 2 days.
Functional issues: Report within the 7 day replacement window.
What Is Not Covered
The following situations are not eligible for replacement under the 7 day policy:
Change of mind
If you simply change your mind or no longer want the laptop, the purchase is not eligible for replacement.
Used laptops are sold according to their listed condition and specifications, and a delivered and used unit cannot be treated as new stock.
Wanting a different model
If you purchased an i5 laptop and later decide that you want an i7, this is not considered a defect or replacement claim.
You can contact our sales team to discuss an upgrade or exchange. An additional payment may apply, depending on the situation and availability.
Wrong configuration ordered by the customer
If you confirmed an order and the laptop delivered matches the model and configuration you approved, it is not eligible for replacement because of an ordering mistake.
Damage after delivery
Damage caused after delivery is not covered.
This includes:
Drops or impact
Liquid spills
Cracked screens caused by pressure
Broken hinges caused by misuse
Damage caused by unsuitable chargers or power equipment
Electrical damage caused by unstable power or inadequate protection
Physical damage caused during use
Normal cosmetic wear
Used laptops may have normal signs of previous use, including:
Minor scratches
Light scuffs
Small marks
Faded keys
Minor marks on the lid or casing
We describe the condition of each laptop as accurately as possible.
Normal cosmetic wear that matches the listed condition is not a replacement reason.
Minor differences in photographs
Product photographs may look slightly different depending on lighting, screen settings, camera angle, or the surrounding environment.
Minor differences in colour, finish, or the appearance of cosmetic wear are not grounds for replacement when the delivered laptop matches the advertised model and condition.
Pre Dispatch Video
Before dispatching a laptop, Ali Laptops may record the actual unit being shipped.
The video may show:
The laptop powered on
Battery information
Screen condition
Body and exterior condition
Ports
Other relevant details of the unit
Where a pre dispatch video is provided, you should review it before confirming or accepting the shipment.
If the laptop you receive is materially different from the unit shown in the pre dispatch video, contact us immediately.
Examples include:
A different laptop being shipped
New damage
Missing accessories
A condition issue that was not present in the video
In such cases, our team will review the evidence and determine the appropriate resolution.
Sealed Products
Factory sealed products may have different replacement conditions.
If a product is sold as factory sealed, the seal should remain intact if you believe there is an issue with the product.
Once a sealed product has been opened or activated, the applicable manufacturer’s warranty terms may apply instead of the 7-day replacement policy.
Replacement Process
1. Contact Ali Laptops
Contact us as soon as possible after identifying the issue.
Some reported problems may be software related rather than hardware defects.
Our team may help you check issues such as:
Windows setup
Drivers
BIOS settings
Fingerprint configuration
Software settings
Updates
Device configuration
We may ask you to perform basic troubleshooting before approving a replacement.
3. Claim Assessment
If the issue appears to be hardware related, our team will assess the claim and confirm whether it qualifies under this replacement policy.
If approved, we will discuss:
The return process
Courier arrangements
The replacement unit
Any applicable cost
The expected processing time
4. Return the Laptop
If we approve the replacement, return the laptop using the courier or delivery method specified by our team.
Keep your tracking information until the process is complete.
Return the laptop with the original accessories and packaging where applicable.
5. Inspection
Once we receive the laptop, our team will inspect the unit to verify the reported issue and check its physical condition.
Inspection time can vary depending on the issue.
6. Replacement
If the reported issue qualifies under this policy, we will arrange the replacement according to the agreed terms.
Where possible, the replacement will be the same model and configuration.
If the exact configuration is unavailable, we may discuss a comparable alternative with you.
If You Purchased From Our Store
If you purchased your laptop directly from our store, you can bring the laptop to:
Ali Laptop Store Location:Rania Mall, Shop No 46 Lower Ground, Bank Rd, Saddar, Rawalpindi, 46000.
Please bring:
The laptop
Original box, if available
Invoice or proof of purchase
Included accessories
Any other items supplied with the laptop
Our team will assess the issue and explain the next steps.
Warranty
The 7 day replacement policy primarily covers issues such as defects discovered shortly after delivery, specification mismatches, and qualifying delivery damage.
After the 7 day replacement period, issues may be handled under the applicable warranty terms for your laptop.
Warranty coverage can vary depending on the laptop, manufacturer, and warranty supplied with your purchase.
Please contact us if you need help determining the warranty applicable to your laptop.
Contact Ali Laptops
Store Address:Rania Mall, Shop No 46 Lower Ground, Bank Rd, Saddar, Rawalpindi, 46000.
