Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at healthmate5955@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at healthmate5955@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at healthmate5955@gmail.com.

Return & Refund Policy

Thank you for shopping at HEALTH MATE PHARMA. We value your trust and aim to provide a seamless shopping experience. Please read our policy below regarding returns and refunds.

1. Returns Period

You have [7/14] days after receiving your item to request a return. Items received after this period will unfortunately not be eligible for a return or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must be:

  • In the same condition that you received it.

  • Unused, unworn, and with all original tags attached.

  • In its original packaging.

  • Accompanied by the receipt or proof of purchase.

Non-returnable items:

  • Perishable goods (like food or flowers).

  • Personal care/hygiene products (like cosmetics or innerwear).

  • Sale items or gift cards.

3. Return Process

  1. Initiate: Contact us at [Your Email Address] or via WhatsApp at [Your Number] with your Order ID and photos of the product.

  2. Review: Once we approve your request, we will provide instructions on how to send the package back to our warehouse.

  3. Shipping: Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable.

4. Refunds (If Applicable)

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • For Prepaid Orders: The amount will be refunded to your original payment method (Credit/Debit card) within 7–10 working days.

  • For COD (Cash on Delivery): Since we cannot refund cash directly, we offer refunds via Bank Transfer, EasyPaisa, or JazzCash. You will need to provide your account details once the return is approved.

5. Damages and Issues

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately so we can evaluate the issue and make it right at no extra cost to you.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

Pro-Tips for the Pakistani Market:

  • WhatsApp is Key: Most Pakistani shoppers prefer communicating via WhatsApp. Adding your WhatsApp link to the policy page can significantly increase customer confidence.

  • Video Evidence: Mention that customers should record an "unboxing video" as proof of damage. This protects you from fraudulent claims.

  • Restocking Fee: Some local stores charge a small restocking fee (e.g., Rs. 200) for "change of mind" returns to cover initial shipping losses.