Refund & Returns

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

Because we sell food and personal-care products, some items cannot be taken back once a seal is broken — that is a safety rule, not a way of avoiding refunds. Where a problem is genuinely ours, we fix it.

Quick Answers

Report a Problem Within 24 Hours

If your parcel arrives damaged, leaking, opened, incomplete or containing the wrong item, tell us within 24 hours of delivery. This deadline exists because couriers only accept damage claims for a short period — after that we lose the ability to recover the cost, and it becomes much harder to help you.

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 usually let us approve a replacement or refund the same day, without sending anything back.

What You Can Return

• Unused, unopened and sealed products in their original, resaleable packaging, within 7 days of delivery.
• The wrong item, variant 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 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 pack has left our control and been 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 throwing it away quietly — a lot code lets us check every other pack from that batch, which protects other customers too.

Cold-Pressed Oils and Personal-Care Products

Oils are shipped in sealed bottles and are not returnable once opened or used, for hygiene reasons.

Please also note:

• Leaks and breakages in transit are covered — report within 24 hours with photos and we will replace or refund.
• Natural variation is not a fault. Cold-pressed oils differ in colour, 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, but 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, or if you ordered the wrong weight or variant, return shipping is your responsibility. Please use a trackable courier and share the tracking number with us.

Inspection and Approval

Every return is quality checked on arrival. Approval is based on unused condition, intact seals, original packaging and matching lot codes.

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.
• Online payments are refunded to the original payment method — card, bank or wallet. Your bank may take a few additional days to show it.
• Cash on Delivery orders are refunded by bank transfer or as store credit, whichever you prefer. For a bank transfer we will ask for the account title, 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

• Where stock allows, we can send a replacement for a damaged or incorrect item once verified — usually the fastest resolution.
• Exchanges for a different weight or variant are possible for sealed, eligible items within the 7-day 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 cancelled — 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 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, tell us — we will look at it fairly.

Partial Refunds and Deductions

We may issue a partial refund where items come back used or opened, with parts or labels missing, or with retail packaging damaged beyond normal handling. We will always explain the deduction before processing it.

Fair Use

We monitor repeated return patterns to protect product safety and keep our prices where they are. 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: my@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.

---

Last updated: 4 August 2026