Returns & Refunds
Last updated: 5 September 2025
We want you to be thrilled with your purchase. This page explains what’s eligible to return, how to request a return or exchange, who pays for shipping, and when you’ll receive your refund.
1) Return window
- Change of mind / unopened items: Return within 14 days of delivery.
- Damaged, defective, or wrong item: Report within 7 days of delivery for a free replacement or refund.
Tip: Keep the outer box and inner packaging intact.
2) What’s eligible (supplements & herbal products)
- Eligible: Unopened, unused items in original condition with intact safety seals and all inserts/gifts.
- Not eligible (for safety/hygiene): Opened bottles, broken safety seals, items with visible wear or missing parts, free gifts/samples, gift cards, and final‑sale items (marked at checkout).
- Bundles/kits: Please return the entire bundle (all items unopened) unless we shipped a wrong/defective item.
3) Who pays return shipping?
- Our fault (damaged/defective/wrong item): We cover return or replacement shipping.
- Change of mind / refused deliveries / address issues: You cover return shipping. Original shipping is non‑refundable.
4) How to request a return
- Go to /contact (or reply to your order email) with your order number and reason.
- We’ll issue an RMA number plus the correct return address (see regional rules below).
- Pack items securely; keep seals intact. Include the RMA on the label.
- Share the tracking number with us.
Without an RMA or if items arrive used/opened, we may decline the return or adjust the refund.
5) Regional return rules
- Pakistan: Ship returns to our Pakistan returns address (provided with RMA). COD returns are not accepted; please use a trackable prepaid service.
- Local‑stock countries (Azerbaijan, Tajikistan, Kyrgyzstan, Uzbekistan, Mongolia): Return domestically to the same country’s hub we specify in your RMA email for faster processing.
- Other international orders: Return to the nearest designated hub (we’ll confirm in your RMA). Mark the parcel as “Returned goods – no commercial value” to avoid duties.
6) Exchanges
- Fastest way: Place a new order for the item you want and return the original for a refund (if eligible).
- Where available, we can also ship a replacement for defective/wrong items at no cost after verification.
7) Refund method & timing
- Inspection time: Up to 3 business days after the return arrives.
- Refund time: Once approved, allow 3–7 business days for funds to reach you (payment method dependent).
- Payment methods:
- Card/Wallets/Bank Transfer: Refunded to the original method.
- COD orders (Pakistan & local‑stock countries): Refunded via bank transfer or local mobile wallet (you’ll provide details during RMA).
- Card/Wallets/Bank Transfer: Refunded to the original method.
- We issue refunds in the original currency paid. Bank or exchange fees are not refundable.
8) Condition checks & partial refunds
We may reduce or refuse refunds for returned items that are used, opened, missing parts, or arrive damaged due to poor packing. If a partial refund applies, we’ll share photos and the reason before processing.
9) Damaged, defective, or missing items
- Damaged on arrival: Photograph the outer packaging, label, and product within 48 hours and contact us for a free replacement/refund.
- Defective item: Describe the issue and batch/lot number; we may request a short video or photo.
- Missing item: Contact us within 48 hours so we can investigate with the courier.
10) Refused/undeliverable parcels
If an order is refused at delivery, unclaimed, or returned due to an incorrect address, we can refund the product price minus shipping/return costs once it is received back in sellable condition.
11) Warranty & product authenticity
We only guarantee items purchased directly from Neutrics Naturals or our authorized partners. Third‑party marketplace purchases may follow their own return rules.
12) Need help?
Message us via /contact with your order number. We’ll respond with next steps and your RMA.