Last updated: 19 November 2025

Because we sell food and herbal consumables (Majoon, herbal oils, Shilajit, honey), product safety and hygiene are our top priority. Please read the rules below before requesting a return. This page explains when we accept returns, how to request them, inspection & refund timelines, and important exceptions.

What we accept

• Damaged or incorrect items: Items received damaged in transit, contaminated, or the wrong product — report within 48 hours of delivery with photos and the packaging.
• Manufacturing defects: If a product has visible contamination or a clear manufacturing fault (mould, foreign object, off-odour), contact us within 7 days with photos and batch code.
• Unopened & sealed items: Unused, sealed, and in original condition may be returned within 7 days for refund or exchange (subject to inspection).

What we do NOT accept

• Opened or used consumables (pastas, oils, honey, majoon) unless a defect is clearly shown and approved by our team after inspection/lab test.
• Returns reported after 7 days without prior approval from Suleman Naturals.
• Products returned without the RA (Return Authorization) number and without original packaging.

How to request a Return

1. Email info@sulemannaturals.com or WhatsApp +92 304 4833089 within the timelines above with: order number, photos of the product & packaging, batch code (if visible), delivery photo (if damaged).
2. Our support team will review and issue an RA# (Return Authorization) if approved. Do not ship the item before RA is issued.
3. Pack the return securely (include RA#, order invoice and a note), use a trackable courier and share the tracking number with us.
4. We will inspect the returned item within 5 business days. If a lab test is required, inspection may take up to 10 business days.
5. After approval, we will process a replacement or refund according to the timelines below.

Return shipping costs

• If the return is due to our error (damaged in transit, incorrect product, manufacturing defect) — we will cover return shipping costs or arrange a pick-up where possible.
• If the return is for change of mind (customer-initiated, unopened item) — the customer pays return postage and merchant may deduct reasonable shipping & handling fees from the refund if applicable.

Inspection & refund timelines

• Inspection of returned items: up to 5 business days after receipt (longer if laboratory testing is needed).
• Refund processing after approval: refunds to card/online payments are processed through the payment gateway; please allow 5–10 business days for funds to appear in your account depending on your bank.
• COD refunds: may be issued as bank transfer or store credit within 7 business days after approval.
• Replacement shipments: we aim to ship replacement items within 3–5 business days of approval (subject to stock & courier availability).

Partial refunds & exchanges

In some cases (e.g., minor damage, missing accessory) we may offer a partial refund or a free replacement part rather than a full refund. Exchanges for the same product are handled as replacements when stock is available.

Missing items & short shipments

If your order is missing items or quantity is incorrect, report within 48 hours with photos of the parcel and packing slip. We will send replacement items or refund the missing item cost after verification.

How refunds are credited

• Paid by card / online: refund is issued to the original payment method via our payment gateway (allow 5–10 business days).
• COD orders: refund issued by bank transfer or store credit as agreed (we will confirm bank details securely).
• Marketplace orders: refunds may be processed by the marketplace platform; follow marketplace instructions — contact us and we will assist.

Returns for wholesale & bulk orders

Wholesale returns have separate terms. Contact wholesale@sulemannaturals.com with order details. Wholesale returns must be notified within the agreed contractual window.

International orders

Currently we ship primarily within Pakistan. For international orders, returns & refunds (if available) depend on customs, international shipping costs and must be approved case-by-case. Contact support before returning any international shipment.

How to avoid returns — packaging & receipt tips

• Check parcel on delivery; refuse visibly damaged parcels and take photos of the outer packaging.
• Keep jar seals & box until you confirm product condition.
• Record batch code & take a photo when you receive the product (helps faster verification).

Contact for returns

Email: info@sulemannaturals.com
WhatsApp (fastest): +92 304 4833089
Return address (only after RA approved):

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We aim to resolve returns and refunds fairly and quickly while protecting product hygiene and customer safety. If you have questions about this policy, contact us and we will guide you through the RA process.