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faq

Shopping online through us is easy and the best available security protocols are applied. You can place an order online by following a few simple steps:

  • Select an available item you would like to purchase and then click the "Buy Now" button from either the quick view or product detail page.
  • You can then choose to continue shopping or go directly to "Checkout".
  • Once you are done shopping, click on "Shopping Cart", and follow the checkout steps.
  • You will receive an email from Agility confirming your order (based on stock availability) that includes your Order Number.

If you experience any technical difficulties with our website, please call us toll-free at 080072678, 9AM-12AM, 7 days a week, or email us at estore.pk@samsung.com

If you have correctly entered all your information and are still unable to complete the checkout process, we may need further information for a security check. Alternatively, you can try a different payment mode. Please call us toll-free at 080072678, 9AM-12AM, 7 days a week, to receive assistance while placing an order.

Terms and Conditions differ from voucher to voucher. Kindly read the terms and conditions carefully before proceeding. You can call the Samsung Helpline for more information on the subject.Please call us toll-free at 080072678, 9AM-12AM, 7 days a week to receive guidance.

Agility Logistics (Pvt.) Ltd. accepts credit card and debit card payments for all products listed on the website. It also offers the service of cash on delivery for Samsung Mobile Devices, Tablets and Accessories for orders of upto Rs. 100,000. Rockmars Industries (Private) Limited only offers the service of cash on delivery for all Consumer Electronics products for orders of upto Rs. 500,000

Your credit card is charged only when the order is confirmed.

Depending on your location, standard delivery takes about 3-4 business days for Samsung Mobile Devices, Tablets and Accessories, and 2-6 business days for Samsung Consumer Electronics.

Call us toll-free at 080072678 and provide your order details and billing information mentioned in your order confirmation email, which we will forward to Agility Logistics (Pvt.) Ltd. in respect of any Samsung Mobile Devices, Tablets and Accessories orders and Rockmars Industries (Private) Limited in respect of any Samsung Consumer Electronics orders, so they can resolve the issue.

If your product was damaged in transit, do not accept the shipment. Please refer to the Terms and Conditions [shop.samsung/pk/terms-and-conditions]

In addition to rights you may have under applicable law, you may request to exchange the product with an identical product within seven (7) days from the date you receive it if:

a. the product is accompanied by all original packaging, manuals, accessories, free items and other components or parts that accompanied the product when it was delivered; and b. the product is dead/ defective on arrival or otherwise suffers from a manufacturing defect, noticed upon delivery.

Subject to applicable law, exchange requests made after the seven (7) days period will not be accepted.

To get an exchanged product you should visit the authorized service centers listed in the following link https://www.samsung.com/pk/support/service-center. No returns or refunds are provided.

We do not offer return of a product.


Upon receipt of your product, please ensure that you inspect its condition carefully. Should you find the product is damaged, or if you identify a short or over-shipment and/or suspect part of the goods have been lost, please contact Samsung at the toll free number 0800 – 726-786 or at estore.pk@samsung.com. If the external carton of the product shows any sign of damage (e.g. scratches, tears, stains, etc.), tampering (e.g. open product, broken seals, re-taped, etc.) or abuse, PLEASE INDICATE ON THE WAYBILL THAT THE PRODUCT IS DAMAGED AND REFUSE THE SHIPMENT. Neither Agility nor Samsung shall in any way be responsible for any damage, tampering or abuse not noted once a product shipment has been accepted.


Upon receipt of your product, if you suspect that it may have been damaged at the time of delivery, but decide to accept it, you may not make any claims subsequently and you will be deemed to have waived claims in this regard.

Warranty Services for products purchased from an authorised distributor in Pakistan are offered through an independent Authorised Warranty Services Provider and a recourse to manufacturer is excluded. The terms of the warranty are available at [shop.samsung/pk/terms-and-conditions] . Details of the warranty may also be found with the documentation that comes with your product. Registration may be required to benefit from the warranty or any extended warranty.

For Samsung Mobile Devices, Tablets and Accessories, the back cover and accessories are not covered by warranty. For Samsung Consumer Electronics, ancillary accessories such as TV remote, stand, wall bracket and refrigerator accessories etc are not covered by the warranty.

Sorry, that facility is not available.

Accidental damage is any physical damage that happens suddenly, without intention and is a result of an event beyond the reasonable control of the relevant party. Your Accidental Damage claim will be scrutinised by an Authorised Service Provider in accordance with the Samsung Premier Service policy and Terms and Conditions available at [https://images.samsung.com/is/content/samsung/p5/pk/offer/screenrepair/TC_Samsung_Premier_Service-1.pdf]. The decision of the Authorised Service Provider shall be final. If your claim is found eligible, the Authorised Service Provider shall, at its sole discretion, repair your product as per the aforesaid terms and the policy on selected devices.

Cosmetic damage/back glass is not covered but cracked screens are included in the Samsung Premier Service policy on selected models.

You can submit a claim request by visiting the independent Authorized Service Provider appointed by Samsung. In some situations, you can initiate a claim instantly by contacting 080072678 and later submitting your phone to the Authorized Service Provider