Refund & Return Policy

1. Our Commitment to Quality

At Lazzat e Khas, we take immense pride in the quality and authenticity of every product we deliver. Each jar of pickle, murabba, and chutney is handcrafted using generations-old recipes and 100% natural ingredients — without any artificial preservatives, colors, or flavors.

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help. This Refund & Return Policy explains your rights and our processes for handling returns, replacements, and refunds.

2. When Can You Return a Product?

Due to the perishable and consumable nature of our food products, we only accept returns under the following specific circumstances:

• Damaged Products: The product arrived broken, leaking, or physically damaged during transit.
• Defective Products: The product is spoiled, expired, moldy, or otherwise unfit for consumption upon delivery.
• Wrong Product: You received a different product than what you ordered (wrong flavor, wrong item, etc.).
• Missing Items: One or more items from your order are missing from the delivered package.
• Significantly Different: The product is substantially different from its description on our Website in terms of quantity, ingredients, or type.

3. Time Window for Returns

You must notify us of any issues with your order within 24 hours of receiving your delivery. This time window is critical because:

• Our products are fresh and perishable — we need to address quality issues promptly.
• It allows us to investigate what went wrong and prevent similar issues for other customers.
• It helps us process your replacement or refund as quickly as possible.

To report an issue, contact us immediately via WhatsApp or Phone Call at +92 305 6438624. Please have your order details and photos of the issue ready.

4. How to Request a Return or Refund

Follow these simple steps to initiate a return or refund:

5. Replacement Policy

If you choose a replacement for an approved return:

• We will ship a replacement product to you at no additional cost — we cover both the product cost and delivery charges.
• The replacement will be dispatched within 2–3 business days after your claim is approved.
• If the exact product is out of stock, we will offer you a similar product of equal value or a full refund — your choice.
• You do not need to return the damaged or defective product to us. Please dispose of it safely.

6. Refund Policy

If you choose a refund for an approved return, or if a replacement is not available:

6.1 Refund Amount

• Full Product Cost: The complete amount you paid for the affected product(s) will be refunded.
• Delivery Charges: Delivery charges are also refunded if the return is due to our error (damaged, defective, or wrong product). For other approved cases, delivery charges may be non-refundable.
• Partial Orders: If only part of your order is affected, we will refund the cost of the affected items plus a proportionate share of any delivery charges (where applicable).

6.2 Refund Methods & Timeline

Original Payment Method	Refund Method	Processing Time
Cash on Delivery (COD)	Bank Transfer / EasyPaisa / JazzCash	3–5 business days
Bank Transfer	Bank Transfer (to the same account)	3–7 business days
EasyPaisa / JazzCash	EasyPaisa / JazzCash (to the same account)	1–3 business days
Credit/Debit Card	Card Reversal	7–14 business days

* Processing times may vary depending on your bank or payment provider. We will provide you with a transaction reference or confirmation once the refund has been initiated from our end.

6.3 Store Credit Option

In some cases, we may offer you the option of store credit instead of a monetary refund. Store credit can be used for any future purchase on our Website and never expires. If you prefer store credit, we will add a small bonus (5–10% extra value) as a token of appreciation for your continued trust.

7. Order Cancellation

We understand that circumstances can change. Here's our policy on order cancellations:

• Before Dispatch: You may cancel your order at any time before it has been dispatched. A full refund will be issued (including any delivery charges paid).
• After Dispatch: Once an order has been dispatched, it cannot be cancelled. However, you may refuse delivery when the courier arrives. Once the package is returned to us, we will process a refund for the product cost (delivery charges may be deducted).
• To Cancel: Contact us immediately via WhatsApp or phone at +92 305 6438624. Please provide your order number for faster processing.

8. Damaged or Tampered Packages Upon Delivery

When receiving your order from the courier:

• Inspect the package before accepting it. Look for visible signs of damage, leakage, or tampering.
• If the package appears damaged, you have the right to refuse delivery. Tell the courier you are refusing due to damage, and contact us immediately.
• If you accept a visibly damaged package without noting the issue, it becomes more difficult for us to verify the claim. However, we will still review your case fairly.
• Take photos of the damaged package before opening it, if possible. This helps us file claims with our courier partners.

9. Quality & Freshness Guarantee

We stand behind the quality of every product we sell. All our products are:

• Made with 100% natural ingredients — no artificial preservatives, colors, or flavors.
• Prepared in small batches to ensure freshness and consistency.
• Checked for quality before being packed and shipped.
• Sealed securely to maintain freshness during transit.

If you ever feel that a product does not meet our usual high standards, please let us know. We take all quality feedback seriously and use it to improve.

10. Bulk & Wholesale Orders

For bulk or wholesale orders, the following additional terms apply:

• Returns and refunds for bulk orders are handled on a case-by-case basis, given the larger quantities involved.
• We may require a higher standard of evidence (e.g., photos of multiple affected units) for bulk order claims.
• Partial refunds for bulk orders will be calculated proportionally based on the number of affected units.
• We encourage wholesale customers to place a small sample order first to ensure satisfaction before committing to a large purchase.

For any bulk order inquiries or concerns, please contact us directly via WhatsApp or phone.

11. Our Rights

We reserve the right to:

• Decline a return or refund request if it does not meet the conditions outlined in this policy.
• Request additional evidence (photos, videos, etc.) before approving a claim.
• Offer a replacement instead of a refund, or vice versa, depending on the circumstances.
• Modify or update this Refund & Return Policy at any time. Changes will be effective immediately upon posting on our Website.
• Refuse service to customers who abuse our return policy or engage in fraudulent claims.

12. Frequently Asked Questions

Q: I don't like the taste of the product. Can I get a refund?

Taste is subjective, and our products are handmade using traditional recipes. Slight variations in taste are normal. We cannot offer refunds for taste preference alone. However, if you believe there is a genuine quality issue, please contact us and we will investigate.

Q: How long do I have to report an issue?

You must report any issues within 24 hours of receiving your order. Please inspect your package as soon as it arrives.

Q: Do I need to return the damaged product?

No. For health and safety reasons, we do not require you to return damaged, spoiled, or defective food products. Please dispose of them safely. We only need photo evidence to process your claim.

Q: How will I know my refund has been processed?

We will send you a confirmation message via WhatsApp or email once your refund has been initiated. The time it takes for the funds to appear in your account depends on your bank or payment provider (see the table in Section 6.2 above).

Q: Can I exchange a product for a different flavor?

We currently do not offer direct exchanges for different flavors if the original product was delivered correctly and in good condition. However, you are welcome to place a new order for the flavor you prefer.

13. Contact Us

We are here to help — 24 hours a day, 7 days a week. If you have any questions about this Refund & Return Policy or need assistance with a return, refund, or replacement, please reach out: