Purchase, Return & Exchange Policy

Purchase 

When customer places an order on our website we will email an order confirmation email. 

Once order has been confirmed by our representative over phone, we will not be able to make any changes to the terms that apply to that order. 
We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following: 

  • The product ordered being unavailable from stock 
  • The identification of an error within the product information, including price or promotion 
  • If we suspect any fraudulent activity 
  • In case of orders containing perishable items and the delivery location is not covered by our delivery service. 

If there are any problems with your order, we shall contact you. We reserve the right to reject any offer to purchase by you at any time. We will take all necessary measures to keep the details of your order secure. Prices are subject to change without notice. These changes will not affect orders that have already been dispatched. Prices are inclusive of GST. 

Goods are subject to availability 

As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we shall notify you as soon as possible and you will not be charged for the out of stock items. 

Product Information 
All ingredients are approximate; however we do make every effort to ensure they are as accurate as possible. 

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. We reserve the right to refuse orders where product information has been mis-published, including prices and promotions. 

Product Purchase 
The prices mentioned on the website at the time of ordering will be the prices charged on the date of the delivery. Although prices of most of the products do not fluctuate on a daily basis but some of the commodities prices do change on a daily basis like fruits and vegetables. In case the prices are higher or lower on the date of delivery the difference will not be collected or refunded as the case may be at the time of the delivery of the order. The website may have some promotional offers running for some products. The promotions can be availed till the stock of the promotional product lasts. Naturals will not be liable for the availability of stock of the product under promotional offers. 

Returns & Exchanges 

Naturals believes in making online shopping a phenomenal experience centered around our customers, so they can enjoy complete satisfaction along with the impeccable level of service. That’s why we believe customer has every right to have their product checked, and, if needed, replaced. 

Our policy lasts 24 hours. If 24 hours have gone by since your delivery, unfortunately we can’t offer you a refund or exchange.  

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.  

Several types of goods are exempt from being returned. (Except perishables, special items, dairy or, bakery items etc. or any item ordered via special order or customized- They do not cover any return policy)  

To complete your return, we require a receipt or proof of purchase.  

Please do not send your purchase back to the manufacturer.  

In case, a customer has placed an order via paying in advance & later decides to cancel it for any reason, Natural’s will not return cash or amount – We will only be able to deliver the order. 

There are certain situations where only partial refunds may be granted (if applicable)   

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error. 

- Any item that is returned more than 2 hours after delivery  

Refunds (if applicable)  

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.  

Late or missing refunds (if applicable)  

If you haven’t received a refund yet, first check your bank account again.  

Then contact your credit card company, it may take some time before your refund is officially posted.  

Next contact your bank. There is often some processing time before a refund is posted.  

If you’ve done all of this and you still have not received your refund yet, please contact us at orders@naturals.pk 

Sale items (if applicable)  

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.  

Exchanges (if applicable)  

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@naturals.pk and send your item to: Naturals, 229-FF Commercial Market, Phase 4, DHA Lahore, Lahore 54000, Pakistan.  

Gifts  

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.  

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.  

Shipping  

To return your product, you should mail your product to: Naturals, 229-FF Commercial Market, Phase 4, DHA Lahore, Lahore 54000, Pakistan  

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.  

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.