Refunds and returns

Claims we accept

We look at a claim if your order arrives:

• damaged, leaking or with a broken seal,
• different from what you ordered, or the wrong amount,
• with a quality problem that comes from us.

How to make a claim

To make a claim you must:

• message us on WhatsApp within 24 hours of delivery, with your order number,
• send clear photos, and a video of the package being opened where you can, showing the package, the label and the problem,
• keep the product and its packaging exactly as received until we have decided your claim, and hand it back to us if we ask for it.

Our decision

We review every claim and the evidence you send, and we may ask for more. Whether a claim is accepted is our decision, made in good faith.

If we accept it, we choose the remedy: a replacement of the affected item, a refund of the price of the affected item, or credit towards a future order. We usually replace.

Our remedy is limited to the price of the affected item. We refund the delivery fee only when the mistake was ours.

What we do not accept

• A change of mind, or not liking the taste, smell, colour or texture. These are natural products, and a little variation between batches is normal.
• Products that have been opened or partly used, unless the problem is shown to be a defect that was there when it arrived.
• Problems caused by how the product was stored or used after delivery.
• Claims made after the 24 hours, without photos or video, or without the product and packaging kept as received.
• Orders that could not be delivered because of a wrong or incomplete address, or because nobody was available to receive them.

Cancelled orders

• You can cancel at no cost until we dispatch your order.
• Once an order is dispatched it cannot be cancelled, and the delivery fee is payable. If you paid online, we refund the product price and keep the delivery fee.
• If we cancel an order, for example because a product is out of stock, we refund everything you paid.

How refunds are paid

• We pay an approved refund within 7 working days of approving it.
• Online payments are refunded to the account or wallet you paid from, less any bank or wallet charge for sending it.
• For cash on delivery orders, we send the refund to a bank account or mobile wallet that you give us on WhatsApp.

Refused or missed deliveries

If you refuse an order, or nobody is available to receive it, you owe us the delivery fee, and we may ask for online payment in advance on your next order.

Your legal rights

Nothing on this page takes away a right you have under the law that cannot be excluded.

How to reach us

WhatsApp +92 336 4494139 or info@zahidpure.pk. Please include your order number.

Contact us

WhatsApp +92 336 4494139. Email info@zahidpure.pk.