Khalis Herb Refund and Return Policy

1. Report an Issue

Please contact us within 3 days after delivery if:

• the item arrived damaged or leaked in transit;
• you received an item different from the one ordered;
• an item is missing from the parcel;
• the product appears defective; or
• another return or exchange reason may apply under this policy or applicable law.

Contact info@khalisherb.com or use the WhatsApp contact option on our website. Include:

• your order number;
• the name and contact details used for the order;
• a clear description of the issue; and
• clear photographs or video of the parcel, shipping label, packaging, and affected product where relevant.

Keep the product and all packaging until we confirm what to do next.

2. Incorrect, Missing, Damaged, or Defective Items

If our review confirms that an item was incorrect, missing, damaged in transit, or defective, we will explain the available remedy. Depending on the circumstances and stock availability, this may be a replacement, exchange, store credit, or refund.

Khalis Herb covers the cost of return delivery in these cases. Where possible, we will offer a replacement first; if a replacement is not available, we will offer store credit or another suitable remedy. If a parcel is visibly damaged on arrival, you may refuse it and contact us so we can arrange a replacement.

We may ask you to return the affected item or make it available for courier collection. We will provide instructions before any return is sent.

3. Change-of-Mind Returns

We do not accept change-of-mind returns. Because our products are personal-care oils, we can only accept a return, replacement, or refund where the item arrived damaged, incorrect, missing, or defective, as described in Section 1.

4. Product Condition

Unless an item was delivered damaged or defective, an accepted return would normally need to be unused, unopened, securely sealed, and in its original packaging with labels intact, together with any included items.

Because our products are personal-care oils, an opened or used bottle cannot be returned for hygiene and safety reasons, except where the product itself is defective.

We may decline a return where the product has been used contrary to directions, damaged after delivery, altered, or returned without the required packaging, except where applicable law provides otherwise.

5. Items That May Not Be Returnable

The following are not eligible for return:

• Opened or used personal-care products, for hygiene reasons
• Items returned without their original packaging or labels
• Clearance, promotional, or final-sale items
• Damage caused by misuse, improper storage, or failure to follow the product directions
• Gift cards or issued store credit

These exclusions do not remove any rights that cannot lawfully be excluded.

6. Return Approval and Instructions

Do not send a parcel back without contacting us first. An unauthorised return may be delayed or may not reach the correct location.

If a return is approved, we will provide:

• the return or collection method;
• the return address, if applicable;
• any packaging instructions;
• who is responsible for delivery charges; and
• the remedy expected after inspection.

Approved returns are collected by courier pickup from your address wherever possible; we will confirm pickup arrangements when the return is approved.

7. Inspection

Returned items are inspected after receipt. We may compare the product, quantity, batch or label details, packaging, reported problem, and order record. We will contact you if more information is reasonably needed.

We aim to complete inspection and confirm a decision within 3-5 business days of receiving the returned item.

8. Cash on Delivery Orders

Cash on Delivery orders do not have an online payment that can be automatically reversed.

For an eligible Cash on Delivery claim, the standard remedy is a replacement item where available, or store credit if a replacement cannot be provided. We will explain the confirmed remedy before arranging return collection.

9. Orders Paid by Future Payment Methods

If other payment methods are introduced, eligible refunds may be returned through the original payment method or another agreed method, subject to provider processing times.

For orders paid in advance through JazzCash or Easypaisa, an eligible refund is returned to the same JazzCash or Easypaisa account used for the original payment, typically within 5-7 business days.

10. Exchanges and Replacements

An exchange or replacement depends on product availability. If the requested item is unavailable, we will explain the available alternatives. A replacement does not begin a new return window unless required by applicable law or confirmed by us.

11. Delivery Charges

Where the item was wrong, damaged, missing, or defective, Khalis Herb covers reasonable return and replacement delivery costs. Because we do not accept change-of-mind returns, this does not apply outside those cases.

12. Cancellations Before Dispatch

Contact us promptly if you want to cancel an order. We will try to stop it before dispatch, but cancellation may not be possible once preparation or courier handover has begun. No online refund is needed for a cancelled unpaid Cash on Delivery order.

13. Contact Us

To start a return or report an issue:

• Email: info@khalisherb.com
• WhatsApp: use the contact button on the Khalis Herb website
• Include your order number and supporting photographs where relevant
• Return address: 180, Block A, Gulistan Colony 2, Faisalabad, Pakistan