Return & Refund Policy

01Our Promise

We want you to be happy with your Elite Shilajeet order. This policy explains when you can return a product, how refunds work and what to do if something goes wrong. It follows generally accepted international e-commerce practice for online sellers and applies to all orders placed through our website, in addition to any rights you have under the consumer protection laws that apply to you.

Because Shilajit is a consumable product taken by mouth, we cannot accept the return of opened or used items. This protects the safety of every customer.

02What Can Be Returned

You may return a product if all of the following apply:

• you contact us within [7] days of the delivery date;
• the jar or bottle is unopened, sealed and unused, with the tamper seal intact;
• it is in its original packaging, together with any inserts or free items that came with it;
• you have your order number or proof of purchase.

03What Cannot Be Returned

• Opened, used, partly used or unsealed jars and bottles, for hygiene and safety reasons.
• Products with a broken seal, missing parts or damage caused after delivery.
• Products returned after the return period without our agreement.
• Gift items and free samples.
• Items bought on special clearance, if clearly marked as final sale at the time of purchase.

04Damaged, Defective or Wrong Items

If your order arrives damaged, leaking, tampered with, defective, or is not the product you ordered, we will make it right.

1. Contact us within 48 hours of delivery (we accept claims up to [7] days where the problem could not be seen at delivery).
2. Send your order number and clear photos or a short video showing the product, the batch label and the outer packaging.
3. We review the claim, usually within 2 working days.
4. If approved, we send a free replacement or refund the full price including original delivery cost, at your choice.

We may ask you to keep the product and packaging until the claim is closed. We pay return shipping when the error is ours.

05How to Request a Return

1. Email [add email] or message us on WhatsApp [add number], or use our contact form and choose “Payment & Returns”.
2. Tell us your order number, the product and the reason for return.
3. We reply with approval and the return address, usually within 2 working days. Please do not send anything back before we approve it.
4. Pack the item securely in its original packaging and send it with a trackable courier. Keep the tracking number.
5. We inspect the parcel when it arrives and confirm your refund.

06Return Shipping Costs

Original delivery charges are refunded only when the return is due to our error. We are not responsible for parcels lost on their way back to us, so we recommend a tracked service.

07Inspection of Returned Items

When we receive a returned parcel, we check that the product is sealed, unused and in original condition. If it does not meet the conditions of this policy, we may refuse the refund or return it to you at your cost, or deduct a fair amount for any loss in value.

08Refunds

• Timing: approved refunds are processed within [7–14] working days after we receive and inspect the returned item, or after we approve a damaged-item claim.
• Prepaid orders (card, wallet, bank): refunded to the original payment method. Your bank or payment provider may take a few extra days to show it.
• Cash on delivery orders: refunded by bank transfer or mobile wallet to an account in your name. We will ask for the details.
• Amount: the product price paid, less original delivery cost for change-of-mind returns, and less any return shipping you owe.
• Currency: refunds are made in the currency of the original payment. We are not responsible for exchange-rate differences or bank fees.

09Exchanges

We replace items only if they are defective, damaged or wrong. For a different size or product, please return the sealed item under this policy and place a new order. We can usually offset the cost for you on request.

10Order Cancellations

• You can cancel free of charge before dispatch. Contact us as soon as possible with your order number.
• Once an order has shipped, it cannot be cancelled. You can refuse delivery or request a return under this policy.
• If you cancel a prepaid order before dispatch, we refund the full amount within [7–14] working days.
• We may cancel an order for stock, pricing or fraud reasons and will refund in full any amount paid.

11Lost, Delayed or Undelivered Parcels

If your parcel has not arrived within the estimated time, contact us with your order number. We will trace it with the courier. If the parcel is confirmed lost, we will send a replacement or give a full refund. Parcels returned to us because of a wrong address, an unreachable phone number or refused delivery can be re-sent at the buyer’s shipping cost, or refunded less the delivery costs we incurred.

12International Orders

• Return shipping from outside Pakistan is arranged and paid by the customer unless the item was wrong or defective.
• Customs duties, import taxes and clearance fees are not refundable, unless the error is ours.
• Parcels refused or abandoned at customs may be destroyed or returned to us, and costs may be deducted from any refund.
• Please allow extra time for international returns and refunds.

13Late or Missing Refunds

If you have not received a refund after the time stated above, first check your bank account or wallet, then contact your payment provider, as processing can take time. If you still have not received it, email us with your order number and proof of the return, and we will investigate immediately.

14Chargebacks and Disputes

Please contact us before opening a payment dispute with your bank or card issuer. Most issues can be resolved quickly. Where a chargeback is raised for an order that has been delivered or refunded, we may provide the bank with order, delivery and communication records.

15Your Legal Rights

This policy does not remove or limit any rights you have under applicable consumer protection laws, including your right to goods that are as described and of satisfactory quality. If anything here conflicts with a right that cannot be waived under the law that applies to you, that right prevails.

16Contact Us

• Email: [add email]
• Phone / WhatsApp: [add number]
• Address: [add business address], Gilgit-Baltistan, Pakistan
• Support hours: Monday to Saturday, we reply within 24 hours
• Contact form: Visit our contact page