Shipping, Return & Exchange Policy

Thank you for shopping with DIVERSITY. This page explains how delivery, payment, returns, replacements and refunds work, all in one place. If anything is unclear, message us on WhatsApp at 0302-8446611.

1. Delivery

  • We deliver across Pakistan.
  • Delivery fee: Rs 349. Free delivery on orders over Rs 4,980.
  • Delivery time: 2–5 working days, depending on your city. In busy seasons or at times of very high demand, it can take up to 7 working days or longer.
  • We don't dispatch on Sundays or Pakistan's national holidays. Orders placed on those days are processed on the next working day. Couriers sometimes deliver on Sundays, especially in peak seasons, but that's at their discretion.
  • Made-to-order desks take longer: about 3–4 working days to make your desktop, then 2–5 working days for delivery (about 5–9 working days in total).
  • If you're a new customer, our team will confirm your order by call or WhatsApp (sometimes by email) before we dispatch it.
  • You'll get your tracking details by email and WhatsApp once your order is dispatched.
  • Installation: available in Lahore only, Rs 5,000 per table. Our desks are designed for easy self-assembly. Most customers set them up themselves, and we encourage it.

2. Payment

How you pay depends on your order:

  1. Most orders: Cash on Delivery. You pay when your order arrives. You can also pay by bank transfer or by card (Visa, Mastercard).
  2. Orders over Rs 12,000: depending on your order history (for example, if it's your first order with us), we may confirm your order with a part-payment of 10–20% of the total, and you pay the rest on delivery. The part-payment is deducted from your total, so you never pay more.
  3. High-value products (any product priced at Rs 40,000 or more, including FlexiSpot desks and chairs): paid in full before dispatch. These orders aren't available on Cash on Delivery.

Part-payments and prepayments are made by bank transfer. We'll also send you these details on WhatsApp:

Bank: Meezan Bank Limited
Account title: DIVERSITY
Account number: 02680103909661
IBAN: PK50MEZN0002680103909661

We will only ever ask you to pay into this account. If anyone asks you to pay into a different account in DIVERSITY's name, please don't pay, and message us on 0302-8446611.

How a made-to-order desk works:

  1. You choose your desktop (size, texture and corner style, rounded or square) and confirm your order with an advance payment.
  2. We make your desktop (3–4 working days).
  3. We send you photos of your finished desktop.
  4. You pay the balance.
  5. We dispatch your desk (2–5 working days).

You pay nothing at delivery for these orders, because everything is already settled before dispatch.

3. Returns window

  • You can ask for a return, replacement or refund within 15 days of the date your order is delivered.
  • The item must be unused, in its original packaging, with all accessories, parts and manuals, and in a condition we can resell. You're welcome to open the box to check your item.
  • Items that have been used, damaged after delivery, or altered from the condition they arrived in can't be returned.

4. How to start a return

  1. WhatsApp us first at 0302-8446611 with your order number and the reason for the return. You can also email support@diversity.pk.
    Our team replies Monday to Saturday, 11 AM – 5 PM.
  2. Send us:
    • clear photos or a video of the product,
    • a photo of the original packaging, and
    • a photo of the item packed and ready to hand over.
  3. We'll confirm your request and tell you the next step (a replacement collection, or where to send the item).

Please don't send an item back before we've confirmed your request on WhatsApp or email.

5. Your options

Most issues are solved fastest with a replacement, so that's where we start. You choose what suits you:

  1. Replacement. We swap your item for the same product, or for a different colour, size or product. Replacements depend on stock. Where your city supports it, the courier rider collects your item and hands over the new one in the same visit.
  2. Store credit. We send you a discount code for the value of your returned item, which you can use on your next DIVERSITY order. The code is valid for 6 months.
  3. Refund. If you'd rather have your money back, that's fine too. Once we've received and checked your item, we process your refund within 2–3 working days (usually sooner).
    • Cash on Delivery and bank-transfer orders: refunded by bank transfer to the account you give us.
    • Card orders: refunded to the same card. Your bank may take a few extra days to show it.
    • If your refund hasn't arrived after that, check your bank statement first, then contact your bank or card company. If it's still missing, message us on WhatsApp or email support@diversity.pk and we'll chase it with you.

6. Replacement charge

  • If the problem is ours (your item arrived broken or faulty, or we sent the wrong colour or size): the replacement is free. There's no replacement charge.
  • If you've changed your mind and want to exchange for something else: the exchange costs Rs 500, which covers the courier both ways (collecting your item and delivering the new one). For very large products the charge may be higher; we'll tell you before we arrange it.
  • On a change-of-mind exchange for a different product, we also adjust the price difference either way: you pay the difference if the new item costs more. If it costs less, we refund or credit the difference, or adjust it against the exchange charge.

7. Return shipping: who pays

  • If you changed your mind or ordered the wrong item: you send the item back at your own cost, using a trackable courier. The delivery fee isn't refunded. On orders that had free delivery, we deduct the Rs 349 delivery cost from your refund. You can also choose an exchange instead, with the exchange charge in section 6.
  • If the mistake is ours (a faulty item, damaged in transit, or the wrong item packed) and you choose a refund: we cover the return shipping and refund any delivery fee you paid. If you choose a replacement, it's free (see section 6).
  • Please use a trackable courier and keep the receipt. We can't take responsibility for items lost on the way back to us.

8. Damaged or faulty items

  • At the door: please don't accept a parcel that arrives visibly damaged or with a broken seal.
  • After delivery: if your item is faulty or doesn't work as described, WhatsApp us on 0302-8446611 as soon as possible, and within 15 days of delivery, with photos or a video of the problem.
  • Faulty items must be returned in their original packaging with all accessories. You can choose a free replacement, store credit or a refund.

9. Items we can't take back

  • Items that have been used, damaged after delivery, or altered from the condition they arrived in.
  • Items returned without their original packaging or with missing accessories.
  • Items sent back more than 15 days after delivery.
  • Made-to-order desktops can't be returned because you changed your mind, since they're made specially for your order. If something is wrong with yours, message us and we'll look at each case individually, including a partial refund where it's fair. Faulty desktops are covered by section 8.

10. Lahore office pickup

  • Lahore customers can collect their order from our office in Model Town, Lahore, by appointment only, Monday to Saturday, 11 AM – 5 PM.
  • To book a pickup, WhatsApp us on 0302-8446611. We'll confirm a time and share the address, along with the contact number of our warehouse representative, whom you call when you arrive.

Our address (pickup and returns)
DIVERSITY, 441 K Block, Model Town, Lahore
Message us on WhatsApp (0302-8446611) before sending anything back.

11. FlexiSpot warranty

  • FlexiSpot standing desks come with a warranty of 1 year on the frame and 2 years on the motor and electrical components.
  • The warranty starts on your delivery date and covers manufacturer defects.
  • If something goes wrong, reach out to our team on WhatsApp (0302-8446611) or at support@diversity.pk and we'll take care of it.
  • For issues the warranty doesn't cover, we'll still help where we can. Replacement parts may be charged.

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