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Refund & Returns Policy (Pakistan Only)

Last Updated: January 2025

At Naturelle Salt, we take great pride in delivering pure, high-quality Himalayan salt products with complete customer satisfaction.
This Refund & Returns Policy explains how returns, replacements, and refunds are handled for our local and international customers.

1. Eligibility for Returns

You may request a return or replacement if:

  • The product received is damaged, defective, or incorrect.

  • The product arrived broken during transit (e.g., lamps, décor, tiles, plates, bowls).

  • The packaging was tampered with or not sealed properly.

  • You received a quantity or variant different from your order.

To be eligible:

  • The request must be made within 7 days of delivery.

  • The item must be unused, in original condition, and in original packaging (where applicable).

  • Proof of purchase (invoice or order number) must be provided.

2. Items Not Eligible for Return

Certain products cannot be returned unless damaged or defective:

  • Edible salt (loose or unsealed)

  • Customized or specially engraved products

  • Exported bulk consignments once cleared from customs

  • Used home décor or wellness items

  • Products purchased during clearance or promotional sales

3. Return Process

To initiate a return:

  1. Contact us at info@naturellesalt.com or +92-320-5400100.

  2. Provide:

    • Order number

    • Product photos (damaged/incorrect items)

    • Reason for return

  3. Our team will verify the claim within 48 hours.

  4. You will be informed whether the product is eligible for replacement or refund.

4. Replacements

If your claim is approved:

  • A replacement product will be shipped to you at no additional cost.

  • For international orders, replacement shipping timelines may vary depending on destination.

  • If the item is out of stock, we will offer:
    ✔ A similar product, or
    ✔ A refund, based on your preference.

5. Refunds

Refunds are issued when:

  • The product cannot be replaced.

  • The wrong product was delivered.

  • The product was damaged beyond use.

  • The order was cancelled before dispatch.

Refund method:

  • Refunds are issued via bank transfer, mobile wallet, or original payment method.

  • Refund processing time: 7–14 business days after approval.

Note:
Shipping charges are non-refundable, except when the return is due to Naturelle Salt’s mistake (wrong/defective item).

6. Order Cancellations

You may cancel your order:

  • Within 24 hours of placing it, or

  • Before it has been dispatched

After dispatch, cancellation is not possible; the return policy applies instead.

7. International Orders (Exports)

For overseas buyers:

  • Claims for damage or shortage must be made within 72 hours of delivery.

  • Inspection reports, photos, and packing list details must be provided.

  • Refunds for international shipments depend on shipping terms (FOB, CIF, EXW, etc.).

  • Naturelle Salt is not responsible for delays caused by customs, port authorities, or shipping lines.

8. Exchange Policy

Exchanges are allowed only for:

  • Wrong product delivered

  • Size/shape variations (tiles, plates, décor)

  • Incorrect weight or packaging

Products must be unused and in their original condition.

9. Contact Us

For any questions, claims, or return requests:

Naturelle Salt
Subsidiary of SixB Foods
Email: info@naturellesalt.com
Phone: +92-320-5400100
Website: www.naturellesalt.com