Refund and Returns Policy

We want you to feel confident placing your order with Banjosa Naturals. This policy explains how returns, replacements, and refunds are handled for orders placed through our website.

Our Promise

If there is a genuine issue with your order, please contact us within 48hours of delivery and our team will review your case. Depending on the situation, we may offer a replacement, store credit, or a refund to the original payment method.

What Can Be Returned

You may be eligible for a return, replacement, or refund if:

Your order arrived damaged, leaking, defective, or incomplete
You received the wrong item
The product was unopened, unused, and in its original packaging
There was a verified fulfillment or delivery issue caused by us

To help us review your request quickly, please include your order number, full name, contact number, and clear photos or videos where relevant.

What Is Not Eligible

For hygiene and product-safety reasons, the following items are generally not eligible for return or refund unless they arrived damaged or incorrect:

Opened or used products
Products without original packaging
Items damaged due to misuse, improper storage, or unauthorized handling
Requests submitted after 24 hours from the delivery date
Products purchased from unauthorized third-party sellers

How to Request a Return

Email us at grand.cosmeticpk@gmail.com or message us on WhatsApp at 00923132531152.
Use the subject line: Return Request – Order #[ORDER NUMBER].
Tell us what went wrong and attach photos or a short video if the item arrived damaged, leaked, or incorrect.
Our team will review your request within 2 business days.
If approved, we will guide you through the next step, which may include return, replacement shipping, or refund processing.

Refund Timelines and Methods

Cash on Delivery orders: Approved refunds for COD orders are processed through bank transfer, EasyPaisa, or JazzCash, based on customer preference and verification requirements.

Bank transfer orders: Approved refunds will be returned to the verified account used for payment, unless another method is agreed in writing.

Damaged, Incorrect, or Missing Orders

If your order arrives damaged, incorrect, or incomplete, please contact us within 48 hours of delivery so we can investigate with our fulfillment or courier partners. Clear packaging photos help speed up the process.

Return Shipping

If the return is due to our error, a damaged item, or a verified fulfillment issue, we will arrange return pickup or cover return shipping where applicable. If a return is requested for another approved reason, return shipping may be the customer’s responsibility.

Sample Return Request Template

Subject: Return Request – Order #[ORDER NUMBER]

Message:
Hello Banjosa Naturals Team,
I would like to request a return/replacement/refund for Order #[ORDER NUMBER].
Product Name: [PRODUCT NAME]
Delivery Date: [DATE]
Issue: [DAMAGED / WRONG ITEM / LEAKING / OTHER]
Preferred Resolution: [REFUND / REPLACEMENT / STORE CREDIT]
I have attached photos/videos for review.
Name: [FULL NAME]
Phone: [PHONE NUMBER]

There are certain situations where only partial refunds are granted:

If you need help before placing an order, please contact our team.