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@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. Depending on where you are and what happened, returning the item may not be necessary, and international return postage is not worth spending on a guess.
When you get your money
Refunds are issued to the original payment method once the return is agreed. We process them within two working days; 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 replace it or refund it, whichever you prefer, and we will not ask you to post a broken jar back across the world.
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.