The guarantee
If you are not happy with what you received, you have 30 days from delivery to tell us and get your money back.
That includes jars you have opened and used. You do not have to keep it sealed to stay covered: open it, take it daily, and if it is still not what you expected, the guarantee stands. A guarantee that only covers a sealed jar is not really a guarantee about the product.
How to start a return
Email cs (at) pakshilajit.com with your order number and a sentence about what went wrong. There is no form.
Do not post anything back before you have heard from us. We will confirm the return by email first, so that your parcel is expected when it arrives.
Returns are sent at your own cost. Once we have agreed the return, post the item to: Pak Shilajit, Mohallah Gari Banda Khair Ali Khan, Abbottabad 22010, Pakistan. Return postage, customs charges and any insurance are the customer’s responsibility.
Use a tracked service and keep the tracking number. We can only refund an item we actually receive, so a parcel that goes missing on the way back cannot be refunded.
Would you rather swap it than get your money back? Say so in the same email and we will arrange an exchange instead. Exchanges run on the same terms as a refund: the same 30-day window, and the return postage is still yours.
When you get your money
Refunds are issued once the item reaches us in Abbottabad and we have checked it to confirm what the issue was. We process the refund to the original payment method within two working days of that check; how long it then takes to appear is up to your bank, and is usually three to five working days.
We will email you when the refund leaves our end, so you are not left guessing.
Damaged, missing or wrong items
Tell us within seven days of delivery and send a photograph if something arrived broken. We will look at the photograph first and tell you whether the item needs to come back to us before we replace or refund it.
If tracking says delivered and the parcel is not with you, tell us straight away rather than waiting. Couriers are far easier to chase in the first week.
Subscription orders
The same guarantee applies to every recurring order, not just the first one.
You can skip, pause, change the interval or cancel from your account at any time, in two clicks, without emailing anyone. Cancelling stops all future charges immediately; it does not refund an order that has already shipped, which the guarantee above covers instead.
The exceptions, stated plainly
- Wholesale and bulk orders are covered by the terms agreed in writing for that order, not by this page.
- We cannot refund import duty or VAT charged by your country, because we never received it.
- Repeated returns across many orders will prompt a conversation rather than an automatic refund.