Refund policy

Last updated: 17 September 2026

Orbit Naturals (Pvt) Ltd. manufactures every product we sell in our own facility in Rawalpindi. If something is wrong with your order, we want to put it right. Because most of our products are supplements and skincare, there are some health and hygiene limits on what can be returned. These are explained below.

1. Damaged, incorrect or expired items

If your order arrives damaged or leaking, contains the wrong product, or is past its expiry date, we will replace it or refund you in full. We also cover any delivery costs.

• Tell us within 48 hours of delivery by WhatsApp or email.
• Include your order number and clear photos of the product, the packaging and the shipping label. An unboxing video helps us resolve claims faster.
• Please keep the item and its packaging until your claim is settled.

2. Change of mind

You can return a product within 7 days of delivery if it is:

• unopened, with its original seal intact;
• unused and in its original packaging; and
• accompanied by your order number.

For change-of-mind returns you pay the return delivery cost, and the original delivery charge is not refunded.

3. Items we cannot accept back

For the health and safety of all our customers, we cannot accept returns of:

• any supplement, syrup, sachet, capsule or tablet once its seal has been opened;
• any skincare, hair care or personal care product once opened or used;
• products returned after the 7-day window;
• products damaged through misuse or incorrect storage after delivery.

This does not affect your right to a replacement or refund under section 1 if a product was faulty when it reached you.

Skin sensitivity: we recommend patch-testing new skincare on a small area of skin for 24 hours before full use. If you have a reaction, stop using the product and contact us. For any severe reaction, please see a doctor.

4. How to start a return

1. Contact us on WhatsApp at 0307 7776701 or email orbitnaturals85@gmail.com, with your order number and the reason for your return.
2. We will reply within 2 working days and confirm whether your return is approved and where to send it.
3. Please do not send items back without contacting us first. We cannot process returns we have not approved.

5. Refunds

Orders are paid by Cash on Delivery, so refunds are made by bank transfer, JazzCash or Easypaisa to an account in the customer's name.

• We inspect returned items within 3 working days of receiving them.
• Once a refund is approved, it is sent within 7 working days.
• If you prefer, we can send a replacement instead of a refund.

6. Refused Cash on Delivery orders

Refusing a Cash on Delivery parcel without a valid reason costs us two-way delivery charges. Customers who repeatedly refuse deliveries may be asked to pay in advance for future orders.

7. Contact

Orbit Naturals (Pvt) Ltd., Rawalpindi, Punjab, Pakistan
WhatsApp: 0307 7776701
Email: orbitnaturals85@gmail.com
Hours: Monday to Saturday, 9:00 to 17:00 (Friday closed 12:00 to 14:00)