Refund, Returns and Exchanges Policy
Last updated: July 30, 2026
At Banjosa Naturals, we want every customer to receive the correct products in good condition. This policy explains when a product may be returned, exchanged or refunded.
By placing an order through our website, you agree to the terms stated below.
1. Return eligibility
You may request a return within 7 calendar days of receiving your order if:
- The product is unused.
- The product has not been opened.
- The original seal is intact.
- The product is in its original packaging.
- The product is in the same condition in which it was delivered.
- You can provide your order number or valid proof of purchase.
Products returned without approval from Banjosa Naturals will not be accepted.
2. Damaged, leaking, defective or incorrect products
Please contact us within 48 hours of delivery if:
- The product arrived damaged.
- The bottle was leaking.
- The seal was already broken when the parcel arrived.
- You received the wrong product.
- An item was missing from your order.
- The product had a confirmed packaging or manufacturing defect.
Please provide:
- Your full name
- Order number
- Registered phone number
- A clear explanation of the issue
- Clear photographs of the parcel and product
- An unboxing video, where available
Please keep the bottle, product label, box, courier packaging and invoice until the complaint has been resolved.
After reviewing your request, Banjosa Naturals may offer a replacement, exchange, store credit or refund depending on the situation.
3. Cosmetic hygiene and safety
For hygiene and customer-safety reasons, we cannot normally accept returns of products that have been:
- Opened
- Used or tested
- Partially consumed
- Damaged after delivery
- Improperly stored
- Returned without their original packaging or label
An exception may be considered if an opened product has a confirmed manufacturing defect, leakage issue or incorrect contents.
A return or refund will not normally be approved only because:
- The customer did not like the fragrance.
- The texture was different from personal expectations.
- The customer ordered the wrong product and opened it.
- The customer changed their mind after using the product.
- The recommended usage instructions were not followed.
- The customer did not experience a specific cosmetic result.
Hair-care results vary from person to person depending on hair condition, scalp condition, usage consistency, lifestyle and other individual factors.
Banjosa Naturals does not guarantee identical results for every customer.
4. Change-of-mind returns
A change-of-mind return may be requested within 7 calendar days of delivery, provided that the product is:
- Completely unopened
- Unused
- Seal-intact
- In its original packaging
- In resalable condition
The customer will be responsible for the return delivery charges for an approved change-of-mind return.
Original delivery charges, where applicable, are non-refundable unless the return resulted from an error by Banjosa Naturals.
5. How to request a return or exchange
Please contact our customer-support team before sending any product.
Email: info@banjosanaturals.com
WhatsApp: +92 313 2531152
Please include:
- Your full name
- Order number
- Registered phone number
- Reason for the return or exchange
- Supporting photographs or video
Our team will review your request and inform you whether it has been approved, declined or requires additional information.
The return warehouse address will be provided only after your request has been approved.
Please do not send a parcel to any address shown on the courier label, website or product packaging unless our customer-support team has confirmed it as the approved return address.
6. Return delivery charges
Banjosa Naturals will cover reasonable return or replacement delivery charges when:
- The wrong product was delivered.
- An item was missing.
- The product arrived damaged or leaking.
- A confirmed packaging or manufacturing defect was present.
- The error was caused by Banjosa Naturals.
The customer will normally be responsible for return delivery charges when:
- The customer changed their mind.
- The customer ordered the wrong product.
- Incorrect delivery information was provided.
- The return is not related to an error by Banjosa Naturals.
Please do not arrange a paid return shipment until your request has been approved.
7. Product inspection
All returned products will be inspected after they arrive at the approved return location.
A return may be rejected if:
- The seal has been opened or altered.
- The product has been used.
- The product is missing from the returned parcel.
- The product was damaged after delivery.
- The returned product is different from the approved product.
- The original packaging or label is missing.
- The request was submitted outside the allowed time period.
- Sufficient order information was not provided.
We will contact you after the inspection has been completed.
8. Exchanges and replacements
If an exchange or replacement is approved, Banjosa Naturals will arrange it after verifying the complaint and, where required, receiving the original product.
Replacement products are subject to availability.
If the same product is unavailable, we may offer:
- Another product of equal value
- Store credit
- A refund
Any price difference will be discussed with the customer before an alternative product is sent.
9. Approved refunds
Once a complaint or returned product has been inspected and approved, Banjosa Naturals will initiate the refund within 48 hours.
Because we currently accept Cash on Delivery orders, approved refunds may be issued through a verified:
- Pakistani bank account
- Easypaisa account
- JazzCash account
- Other mutually agreed payment method
The refund account should belong to the customer who placed the order or to another person clearly authorized by the customer.
Banjosa Naturals is not responsible for delays caused by incorrect account information, banking systems, mobile-wallet providers, public holidays or circumstances outside our reasonable control.
10. Refund amount
An approved refund may include the product price paid by the customer.
Original delivery charges are not normally refundable unless:
- The product was damaged or defective.
- The wrong product was delivered.
- The order was incomplete.
- Banjosa Naturals made an error while processing the order.
Any approved deductions will be explained before the refund is processed.
11. Refused and undelivered parcels
A parcel that is refused, repeatedly missed or returned because of an incorrect address is not automatically considered an approved return.
Please contact our customer-support team if your parcel has been returned to us.
Any re-delivery charges will be communicated before the parcel is dispatched again.
12. Promotional, sale and bundle products
Products purchased during a promotion or as part of a bundle may be returned only if they meet the conditions stated in this policy.
If one product from a discounted bundle is returned, the refund may be recalculated based on the value of the products retained by the customer.
Free gifts are not refundable and may need to be returned if the main qualifying order is refunded.
13. Policy misuse
Banjosa Naturals may reject requests involving:
- Suspected fraud
- Altered photographs or evidence
- Product substitution
- Dishonest claims
- Repeated misuse of the return policy
This does not affect genuine complaints relating to damaged, defective, missing or incorrect products.
14. Contact us
For return, exchange or refund assistance, contact:
Banjosa Naturals Customer Support
Email: info@banjosanaturals.com
WhatsApp: +92 313 2531152
Customer-support response times may vary on weekends and public holidays.