Return & refund policy

01When you can claim

You may request a replacement or refund only if one of the following applies to your order:

• The jar, lid or seal arrived broken or damaged.
• The product arrived leaking, tampered with, or with the safety seal already opened.
• You received the wrong product.
• An item from your order is missing from the parcel.
• The product is past its expiry date on arrival.

02What we cannot accept

Shilajit is a natural resin. Its colour, smell, texture and firmness vary naturally between batches and with temperature. These variations are not defects.

We also cannot accept returns for reactions or side effects where the product was used without following the label directions, or where medical advice was not sought first by customers who take medication, have a health condition, or are pregnant or breastfeeding.

03Evidence you must provide

Along with the video, please send:

• Your order number and the name on the order.
• Clear photos of the problem, the jar label and the outer packaging.
• A short description of the issue.

Claims without a complete unboxing video, or with a video that is cut or starts after the parcel was opened, cannot be approved.

04How to make a claim

1. Report within 48 hoursContact us through our Contact page within 48 hours of delivery.
2. Send your evidenceShare the unboxing video, photos and order number described above.
3. We review your claimWe aim to reply within 5 working days. We may ask for more information or ask you to send the product back.
4. ResolutionIf your claim is approved, we send a replacement. If a replacement is not possible, we issue a refund.

05Condition of returned items

If we ask you to return the product, it must be:

• Unused, with the safety seal intact (unless the seal itself is the problem).
• In its original jar and packaging, with the measuring spoon included.
• Sent back only after we approve the return. Parcels sent without approval cannot be accepted.

For approved claims, Haku covers the cost of the return and of sending the replacement.

06How refunds are paid

Because orders are paid by Cash on Delivery, approved refunds are paid by bank transfer or mobile wallet to an account in the customer’s name. We aim to send approved refunds within 7–10 working days.

Refunds cover the price paid for the affected item. Delivery is free, so no delivery charge is refunded.

07Refused and cancelled orders

You can cancel an order free of charge before it is dispatched by contacting us. Once dispatched, it cannot be cancelled.

Refusing a Cash on Delivery parcel at the door, without a valid reason listed in this policy, creates courier costs for us. We may decline future Cash on Delivery orders from customers who repeatedly refuse parcels.

08Misuse of this policy

We review every claim carefully. We may decline claims that show signs of misuse, tampering after delivery, or fraud, and we may decline future orders from customers who abuse this policy.

Nothing in this policy limits any rights you have under applicable consumer protection law in Pakistan.