Refund and Returns Policy

Last Updated: July 26, 2026

At Mama Herbals, your satisfaction matters to us. We take great care in preparing and packing every order, but if something goes wrong, this policy explains when and how you can return a product or claim a refund or replacement.

1. Return Eligibility

You may request a return or replacement within 7 days of receiving your order if:

You received the wrong product (different from what you ordered).
The product arrived damaged, leaked, or broken.
The product seal or packaging was tampered with on arrival.
The product is expired or clearly defective.

2. Conditions for Return

To be eligible for a return or replacement:

The product must be unused and unopened, with its original seal and packaging intact (except in the case of damaged/wrong items received).
You must provide your order number and clear photos or a short video of the product and packaging showing the issue.
The return request must be made within 7 days of delivery. Requests made after 7 days will not be accepted.

3. Non-Returnable Items

For hygiene and food-safety reasons, the following cannot be returned once opened or used:

Herbal teas, dried fruits, powders, honey, and other food/consumable items.
Hair oils, essential oils, and other personal-care products that have been opened.
Supplements and capsules with a broken seal.
Products purchased on clearance or marked “non-returnable” on the product page.

Note: If any of the above arrive damaged, wrong, or tampered, they are fully covered under Section 1 — this restriction only applies to change-of-mind returns after opening.

4. How to Request a Return

Contact us within 7 days of delivery via:
- Phone / WhatsApp: +92 324 3927528
- Email: info@mamaherbals.com
Share your order number, the reason for return, and photos/video of the product.
Our team will review your request within 1–2 working days and confirm whether it is approved.
Once approved, we will guide you on how to send the product back, or arrange pickup where possible.

5. Return Shipping Costs

If the return is due to our mistake (wrong, damaged, expired, or tampered product), Mama Herbals will bear the return shipping cost or arrange a free replacement.
If the return is due to change of mind (only possible for unopened, sealed products), the customer will bear the return shipping cost.

6. Replacements

For approved claims, we will ship a free replacement of the same product as soon as we receive the returned item or verify the issue through photos/video. Replacements are usually dispatched within 2–3 working days of approval.

7. Refunds

If a replacement is not possible (e.g., product out of stock), we will issue a refund:

COD orders: Refund via bank transfer, JazzCash, or Easypaisa to your provided account.
Prepaid orders: Refund to the original payment method or via bank transfer/mobile wallet, as agreed.
Refunds are processed within 5–7 working days after the return is approved and received.
Original shipping charges (if any) are non-refundable, unless the return was due to our error.

8. Order Cancellation

You can cancel your order free of charge before dispatch by calling or messaging us at +92 324 3927528.
Once the order has been shipped, it cannot be cancelled; the standard return policy will apply after delivery.

9. Refused / Unclaimed COD Parcels

If a COD parcel is refused at delivery without a valid reason, we may restrict Cash on Delivery for future orders. If you have any issue with your parcel at the time of delivery, please contact us immediately instead of refusing it, so we can resolve it quickly.