Refund & Returns

We want you to shop with confidence. This policy explains when we accept returns, how we issue refunds, and what to do if something arrives damaged, incorrect, or not in the condition you expected.

Because we sell food and personal-care products, we can't accept returns once a seal is broken—that is a safety rule, not a way to avoid refunds. Where a problem is genuinely ours, we fix it.

Quick Answers

Report Damaged, Wrong or Missing Items Promptly

If your parcel arrives damaged, leaking, opened, incomplete, or containing the wrong item, tell us promptly, preferably within 24 hours of delivery. Early evidence helps us investigate with the courier. This request does not remove remedies for a confirmed defect or genuine quality problem discovered later.

Please send photographs of:

• the outer parcel and the shipping label;
• the inner packaging as you found it;
• the product itself, and the label showing the lot or batch code;
• for a leak or spill, the affected items and the packaging.

Clear photos help us assess the issue and determine whether a replacement, refund, or return is appropriate. Do not send a product back until we provide instructions.

What You Can Return

• Unused, unopened and sealed products in their original, resaleable packaging, within 3 days of delivery.
• The wrong item, variant,nt or weight was delivered, and the product is still sealed.
• Items confirmed defective or damaged in transit.

What We Cannot Accept

For health, hygiene, and food-safety reasons,ons we cannot accept:

• Opened food packs, broken seals, or packaging altered after delivery;
• Opened or used oils, cosmetics and personal-care products;
• items not in original condition, or returned without their labels and lot codes;
• clearance, short-dated or promotional bundles marked "non-returnable" on the product page;
• bulk and wholesale orders, unless damaged or incorrect on arrival;
• products damaged by storage after delivery — for example, flour kept in a damp place, or oil left in direct sunlight.

Once a food or oil package leaves our control and is opened, we cannot verify how it was stored or handled, and we will not resell it to anyone else. This is the one part of the policy we cannot be flexible about.

Quality Problems: What We Will Always Fix

The rules above are about condition, not about quality. They are not a reason for us to refuse a genuine quality failure, and we will not use them that way.

If a sealed pack turns out to have a real problem — insect activity, mould, a rancid or off smell, an unusual taste, a foreign object, incorrect contents, or a product past its shelf life on arrival — contact us with photos and the lot code, even if the pack is open.

We will investigate the batch, and where the fault is ours, we will replace the product or refund it in full. You do not need to send a spoiled food product back to us. Please tell us rather than quietly throwing it away —a lot code lets us check every other pack from that batch, which protects other customers too.

Cold-Pressed Oils and Personal-Care Products

For hygiene reasons, oils are shipped in sealed bottles and aren't returnable once opened or used.

Please also note:

• Leaks and breakages in transit are covered — report promptly, preferably within 24 hours, with photos, and we will replace or refund.
• Natural variation is not a fault. Cold-pressed oils differ in color, aroma,  and thickness between batches, and some solidify in cold weather, coconut oil in particular. This is normal and does not affect quality. Warm the bottle gently, and it will liquefy again.
• Skin reactions. Natural oils can still irritate sensitive skin, which is why we ask you to patch test first. If you have a reaction, stop using the product and contact us — we will look at each case individually and in good faith. Still, a reaction to a correctly supplied product is not automatically a product fault. See our Disclaimer for safe-use guidance.

How to Start a Return

Contact us through any channel below and include:

• your order number;
• your full name and the delivery phone number;
• a short description of the issue;
• photographs as described above.

We will confirm eligibility, then send you return instructions and the return address, or arrange a pickup where the courier supports it. Please do not ship anything back before we confirm — unannounced returns can be lost or refused, and we cannot process what we cannot identify.

Return Shipping Costs

• If the return is our error — wrong, damaged, or defective item — we cover the return shipping or arrange a pickup.
• For change-of-mind returns, or if you ordered the wrong weight or variant, you are responsible for return shipping. Please use a trackable courier and share the tracking number with us.

Inspection and Approval

We quality-check every return on arrival. For change-of-mind returns, we approve returns based on unused condition, intact seals, original packaging, and matching lot codes. We assess confirmed defects and quality problems separately, including those discovered after opening.

If a return is not approved, we will tell you why and offer to ship the item back to you at your cost. We will never quietly keep both the product and the payment.

Refunds: Method and Timeline

• Approved refunds are issued within 5–10 business days after we receive, inspect, and approve the return. Where no return is required for a confirmed quality issue, the period starts when we approve the refund. We confirm the refund route with you; bank processing may take additional time.
• If a payment was previously accepted by another method, the refund goes to that original method where possible. Website checkout currently accepts Cash on Delivery only.We refund 
• Cash on Delivery orders by bank transfer or as store credit, whichever you prefer. For a bank transfer, we'll need the account title, account number or IBAN, and bank name.
• Shipping charges are non-refundable unless the fault was ours or the courier confirms loss or damage.
• If you used a promotional code, the discount is not refunded — you receive the amount you actually paid.

Replacements and Exchanges: If we have

• it in stock, we can send a replacement for a damaged or incorrect item once we verify—it's usually the fastest resolution.
• We can exchange sealed, eligible items for a different weight or variant within the 3-day return window. Price differences and shipping charges apply.

Order Cancellations

• You can cancel any time before dispatch. We action cancellation requests within 12 hours.
• Once an order has been dispatched, it cannot be canceled — please follow the return process after delivery.
• Prepaid cancellations are refunded in full to the original payment method.

Lost, Missing or Tampered Parcels

• If tracking shows "delivered" but nothing "reached you", contact us promptly, preferably within 24 hours so we can open a courier case while the evidence still exists.
• If a parcel arrives opened or tampered with, refuse the delivery where you can, and notify us immediately with photos.
• Where a courier confirms a parcel is lost, we reship or refund in full — the loss is ours to carry, not yours.

Undeliverable or Refused COD Parcels

If a Cash on Delivery parcel is refused, or cannot be delivered because of an incorrect address or an unreachable phone number, the courier returns it to us, and we absorb both legs of the shipping cost.

Where this happens repeatedly, we may ask for prepayment on future orders or restrict COD for that account. Re-delivery charges may apply. If a delivery failed for a reason outside your control, please tell us, and we will review it fairly.

Refund Amount and Restocking Fees

We do not charge a restocking fee for an accepted eligible return. We refund the amount actually paid for the accepted item. Change-of-mind return courier costs remain the customer’s responsibility. Returns that do not meet the stated eligibility conditions are assessed and discussed with you before any resolution.

Fair Use

We monitor repeated return patterns to protect product safety and keep prices fair. Misuse of this policy may lead to returns being refused or account limitations. This is aimed at abuse, not at customers with genuine problems.

Your Consumer Rights

Nothing in this policy limits your statutory rights under Pakistani consumer protection law. Where the law gives you a stronger remedy than this policy does, the law applies.

Need Help?

Talk to a person — we would much rather sort a problem out quickly than have you wait.

• Complaints & returns (WhatsApp): +92 323 4522146
• Orders (WhatsApp): +92 308 4672336
• Email: contact@sadapure.com
• Contact form: sadapure.com/contact-us
• Address: MM Alam Road, Gulberg, Lahore, Pakistan

Please always quote your order number — it lets us pull up your order immediately.

See also our Shipping and Delivery Policy, Delivery Information, Terms & Conditions, and Disclaimer.

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Last updated: 1 October 2026