Returns & Exchanges Policy

At Pure Earth Organic Foods, customer satisfaction and product quality are important to us. We take care to deliver our herbal teas, natural powders, healthy snacks, and herbal wellness products in good condition.

If you experience an issue with your order, our customer support team is here to assist you.

Please read our Returns & Exchanges Policy carefully before submitting a request.

1. Return & Exchange Eligibility

Customers may request a return or exchange within 7 days of receiving their order, provided the request meets our eligibility requirements.

To qualify:

• The product must be unused and unopened, unless it arrived damaged, defective, or incorrect.
• The product must be in its original packaging, with safety seals intact where applicable.
• The product must not have been damaged through improper handling or storage after delivery.
• Proof of purchase or a valid order number must be provided.
• The return or exchange request must be submitted within the specified period.

All requests are subject to verification and applicable consumer protection laws.

2. Damaged, Defective or Incorrect Products

If you receive a damaged, defective, expired, or incorrect product, please contact our customer support team promptly.

When submitting your request, provide:

• Your order number.
• The name of the affected product.
• A clear explanation of the issue.
• Photographs of the product and packaging.
• Any additional information requested for verification.

Our team will review your complaint and arrange an appropriate resolution, which may include a replacement, exchange, or refund.

3. Non-Returnable Products

Due to the nature of our food and herbal wellness products, certain items may not be eligible for return or exchange for change-of-mind reasons.

These may include:

• Products that have been opened or used.
• Items with broken or removed safety seals after delivery.
• Products damaged due to improper storage or handling.
• Products returned without sufficient proof of purchase.
• Items that do not meet the applicable return conditions.

These restrictions do not affect customers’ rights regarding defective, damaged, incorrectly supplied, or otherwise non-compliant products under applicable law.

4. How to Request a Return or Exchange

To submit a return or exchange request, follow these steps:

Step 1: Contact Our Support Team

Email puraearthinfo@gmail.com or call +92 302 5366661 with your order details.

Step 2: Provide Product Information

Share your order number, product details, reason for the request, and relevant photographs.

Step 3: Request Review

Our customer support team will review your request and confirm the available options.

Step 4: Return the Product if Required

If a physical return is necessary, our team will provide the appropriate return instructions.

Step 5: Processing & Resolution

Once the required product or evidence has been received and the request is approved, the return or exchange will normally be processed within 5–7 working days.

5. Return & Exchange Processing Time

We aim to process approved return and exchange requests within 5–7 working days after completing the necessary verification and receiving the returned item, where applicable.

Please note:

• Working days exclude Sundays and public holidays, subject to our operating schedule.
• Additional verification may be required in certain cases.
• Replacement delivery times may vary depending on product availability and courier services.
• Refund settlement times may vary according to the original payment method or banking provider.

Our team will keep customers informed if additional processing time is required.

6. Refund Policy

Where a refund is approved, Pure Earth Organic Foods will arrange the refund using an appropriate available payment method.

Refunds may be issued when:

• A product is damaged or defective.
• An incorrect product is supplied.
• An ordered product is unavailable and an appropriate replacement is not accepted.
• A refund is otherwise required under applicable consumer protection laws.

Approved refunds are normally initiated within 5–7 working days after verification is completed.

The time required for funds to appear in a customer’s account may depend on the bank or payment service provider.

7. Exchange Policy

Eligible products may be exchanged following approval by our customer support team.

• Exchanges are subject to product availability.
• The replacement product may be the same item or another suitable option agreed upon with the customer.
• Any price difference for an alternative product will be communicated before confirmation.
• Approved exchanges are generally processed within 5–7 working days.
• Additional courier delivery time may apply.

If the original product is unavailable, our team will discuss other suitable resolution options.

8. Return Shipping Charges

Shipping charges for returns or exchanges depend on the reason for the request.

For verified incorrect, defective, or damaged products, Pure Earth Organic Foods will arrange an appropriate remedy in accordance with applicable legal requirements.

For voluntary returns or exchanges, any applicable shipping charges will be communicated before the return is arranged.

Customers should not send products back without first contacting our support team for return instructions.

9. Order Cancellation

If you wish to cancel an order, contact us as soon as possible after placing it.

Cancellation requests may be accepted before the order has been processed or dispatched.

Once an order has been shipped, cancellation may not be possible, and the applicable return or exchange procedure may need to be followed.

Any refund due following cancellation will be processed according to the applicable payment method and legal requirements.

10. Important Information

To help us resolve your concerns efficiently:

• Always check your order upon delivery.
• Report damaged or incorrect products as soon as possible.
• Keep the product packaging and purchase details until your concern is resolved.
• Follow the instructions provided by our customer support team.
• Do not consume products that appear damaged, contaminated, or unsafe.

Pure Earth Organic Foods reserves the right to review requests for eligibility, subject to applicable Pakistani consumer protection laws.

11. Contact Us

For return requests, exchanges, refunds, or other order-related concerns, please contact:

Pure Earth Organic Foods

Address: H No. 470, Street No. 2, F-11/1, Islamabad, Pakistan

Phone: +92 302 5366661

Email: puraearthinfo@gmail.com

Website: https://carrycloud.optimusmarketingagency.com/

Our customer support team will assist you with your concerns and guide you through the appropriate process.

Thank you for shopping with Pure Earth Organic Foods.