Terms & Conditions

These Product Terms shall be governed by and construed in accordance with the laws of Pakistan and/or specific to the Province/City/Location and any disputes will be decided only by a legal proceeding.

The Orbis Groceries Site aims to give You a superb home shopping service. We have set out below the conditions under which You are allowed to use the Site, what You can expect from Us and see the terms on which You place Your order.

Definition of Terms

“You” and “Your” means the person ordering Goods from Orbis, who must be over 18 years of age.

“Orbis” or “We” or “Us” or “Our” means Orbis.pk.

“Account” means Your details and shopping history which is created when You register to shop through the Our Groceries Site.

“Deliver” means Us delivering the goods that You order to the address stated in Your order (and that address must be within Our delivery area) and “Delivery” and “Delivered” shall be interpreted accordingly.

“Let Us Know” means change or cancel Your order via Our Groceries Site or call our main contact number available on our website.

“Site” or “Website” means Our Groceries Website at http://orbis.pk and Our Groceries Mobile App and for the avoidance of doubt, excludes purchases of financial services goods, and from all other areas of Orbis.com.


Content of the Site

We may update the Site from time to time, and may change the content at any time. However, please note that any of the content on the Site may be out of date at any given time, and we are under no obligation to update it. Although we try to update the information on the Site, we make no representations, warranties or guarantees, that the content on the Site is accurate, complete or up-to-date.

We do not guarantee that the Site, or any content on it, will be free from errors or omissions.

All rights, including without limitation any intellectual property rights, in any data on the Site, or any part of the Site, provided by Us or You, or any third party, such as for example Your shopping list or favourite items (the Data) will automatically be owned by Orbis. You agree that You are not allowed to use the Data, or permit any third party to use it, without Our express permission. If the law prevents us from automatically owning any rights in the Data, you now assign such rights to us.

You are responsible for configuring Your information technology, computer programmes and platform in order to access the Site. You should use Your own virus protection software.


If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not be liable to you. Please note that we will attempt to deliver substitute lines should selected lines be unavailable unless you request us not to do so. We may also try to contact you via phone in case of unavailability of items and may offer you an alternative items depending on the item and the quantity.

Although we will always try to cater for your orders, an order of large quantities of a line can only be fulfilled at the discretion of the store. For example, if you were to make an order of 10 large tins of cooking oil which would use up all that store’s stock, the store may only deliver 5 tins.


Your order is an offer to buy from us. A contract is only formed when we notify you that we have despatched your order. At any point up until then, we may decline to supply the goods to you.

The Orbis.pk grocery service is available for non-commercial and domestic use only. We reserve the right to refuse orders from businesses or that we consider are for commercial or other non-domestic concerns.

To ensure availability of all our products customers may be limited to a maximum number of items.

Returns and Refunds

We’d like you to be happy with everything you purchase from Orbis.pk. Should you change your mind about your purchase, please return the product with your proof of purchase, within 3 days, and we’ll happily offer a replacement or refund, subject to the condition and type of the returned item.

Please be aware that some products have different return time limits and exceptions when you change your mind. We do not accept change of mind returns on certain products due to health and hygiene reasons (such as toothbrushes, soaps); personalised items; or certain unsealed items.

We ask that perishable food items are returned within their use by date. We also ask that clothing be returned unworn and as sold, in a saleable condition, in its original undamaged packaging and with all tags still in place.

Please note, that we may not provide you with a full refund if you have handled the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods.

We recommend checking all the purchased items when it is delivered to you, and if the quality or quantity of the items is below your expectation, we’ll happily return the items without any charge.


Subject to further changes governed by the rules and regulation of Pakistan and/or specific to province/city/location; currently we are only accepting Cash on Delivery (a.k.a Cash in Hand). We will introduce other methods of payments such as payments made with debit/credit cards. More up to date information will be published in FAQs.

It is your responsibility to thoroughly check the prices and the delivered items while the items are being handed over to you by the delivery person.


Cheaper Alternatives

Please note that the Cheaper Alternatives on our Grocery website are suggested products to help you spend less. You are under no obligation to select an alternative. There may be quality, size, health and ingredient differences between the products suggested. Guide price terms and conditions apply.

When your order is delivered you may return any item and receive a full refund if you consider that the product delivered is unacceptable.

We try our best to offer the best prices, subject to location, and make effort to give you the best price available in the market, however if you find a product is priced higher than other most well known alternatives in that local area, please contact us and we’ll make sure to update our price list.

Customer Services

If you have an order query, please email us at info@orbis.pk or call us on the phone number +92 315 3704444 (or check our “Contact Us” page to check the up-to-date contact details)



Delivery will be made to the address specified by you on the completed order form.

We will deliver your order to the main entrance of the delivery address. At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if: a. the driver has your permission and b. our driver believes that it is safe and practical to do as you request. We always reserve the right to deliver only to the main entrance of the delivery address.

Please note, we may contact you before delivering the goods in order to confirm the exact location or inform you if we have any issues with the location and/or offer you an alternative delivery location (if appropriate).

Delivery times will be agreed with you at the time of placing your order.

All goods must be signed for on delivery by an adult aged 18 years or over. If the person receiving the goods looks under 18, proof of age will be requested. If proof is not available and there is no-one of that age at the address when delivery is being made, the goods may be retained by the driver. If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and you will need to contact our Customer Service Centre to re-arrange delivery (see below for contact details).

In these circumstances, if we have to return to deliver the goods, a further charge may become payable provided that delivery is attempted at the agreed time.

Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.