Return & Refund

Return & Refund Policy (Pakistan)

Last updated: August 11, 2025

We want you to shop with confidence. This policy explains when returns are accepted, how refunds are issued, and what to do if something arrives damaged or incorrect.

1) Eligibility Window

  • You may request a return within 7 calendar days of delivery for eligible items.
  • Damaged, missing, or incorrect items must be reported within 24 hours of delivery with photos of the parcel, inner packaging, and product label/lot code.

2) What’s Eligible

  • Unused, unopened, and sealed products in original, resaleable packaging.
  • Wrong item/variant received (e.g., size/weight mismatch) if the product remains sealed.
  • Items confirmed defective or damaged in transit after courier investigation.

3) What’s Not Returnable (Food Safety)

For health and safety, we cannot accept returns of:

  • Opened food packs, broken seals, or products with packaging altered after delivery.
  • Items not in their original condition, or returned without all labels/lot codes.
  • Clearance, short-dated, or promotional bundles marked “non-returnable.”
  • Bulk/wholesale orders (unless damaged or incorrect on arrival).

4) How to Start a Return

Email or message us via the Contact page with: order number, your full name, the issue summary, and photos (outer box, shipping label, inner packing, product label/lot code). We’ll confirm eligibility and share return instructions or a pickup label (where available).

5) Return Shipping

  • If the return is due to our error (wrong/damaged item), we cover return shipping or arrange pickup where supported.
  • For all other returns (change of mind, wrong size chosen), return shipping is the customer’s responsibility. Use a trackable courier and share the tracking ID.

6) Inspection & Approval

All returns are quality checked. Approval is based on: unused condition, intact seals, original packaging, and matching lot codes. If a return is not approved, we’ll notify you with the reason and offer reshipment (shipping charges apply).

7) Refunds: Method & Timeline

  • Once approved, refunds are issued within 5–10 business days.
  • Online payments: refunded to the original payment method (card/bank/wallet).
  • Cash on Delivery (COD): refunded via bank transfer or store credit (your choice).
  • Shipping fees are non-refundable unless we made an error or the courier confirms loss/damage.
  • If you used a promo code, the discount value is not refundable; you’ll receive the amount actually paid.

8) Replacements & Exchanges

  • If stock is available, we can ship a replacement for damaged/incorrect items after verification.
  • Exchanges (e.g., different size/weight) are possible for sealed, eligible items within the 7-day window; price differences and shipping apply.

9) Lost, Missing, or Tampered Parcels

  • If tracking shows “delivered” but you did not receive the parcel, contact us within 24 hours so we can file a courier case.
  • For parcels that arrive opened or tampered, refuse delivery where possible and notify us immediately with photos.

10) Order Cancellations

  • You can cancel before dispatch; we aim to process cancellations within 12 hours of the request.
  • Orders already dispatched must follow the return process after delivery.

11) Undeliverable or Refused COD Parcels

If a COD parcel is refused or undeliverable due to incorrect address/phone, we may restrict future COD orders and/or require prepayment. Re-delivery costs may apply.

12) Partial Refunds or Deductions

We may apply a partial refund if items are returned used, opened, or missing parts/labels, or if the outer retail packaging is damaged beyond normal handling.

13) Fair Use

We monitor repeated return patterns to protect product safety and pricing. Abuse of the policy may lead to refusal of returns or account limitations.

14) Need Help?

Questions about a return or refund? Reach us via the Contact page with your order number. We’ll respond with next steps and timelines.