Last updated: 26 October 2026
Return & Refund Policy
Our products are food and personal-care items made fresh for you, so we can't take back items just because of a change of mind. But if something reaches you damaged, spoiled or wrong, we will put it right quickly and fairly.
At a glance
| Report a problem within | 48 hours of delivery |
|---|---|
| What is covered | Damaged or leaking in transit · Quality problem · Wrong item or wrong size sent |
| What you can choose | A replacement or a refund |
| Refund processed | Within 4 days of delivery |
| Refund is sent to | The JazzCash, Easypaisa or bank account you paid from (or another account you give us) |
| How to claim | WhatsApp 0347-7050687 or email customer.care@mmnatural.com, with photos or a short video |
1. What is covered
- Damaged or leaking in transit - broken jar or bottle, spilled oil, ghee or pickle, crushed or opened packaging.
- Quality problem - the product is spoiled, stale, contaminated or clearly not as described.
- Wrong item or wrong size - what arrived is different from what you ordered (for example 500g instead of 1kg).
2. What is not covered
- Change of mind, or not liking the taste, smell or texture once the product is as described.
- Natural variation that is normal for handmade products - for example ghee changing texture or colour with temperature, a layer of oil on top of pickles, or natural sediment in herbal oils.
- Damage or spoilage caused after delivery, such as wrong storage or contamination from wet spoons.
- Claims reported more than 48 hours after delivery, or without the photos or video we ask for.
- Orders returned or refused because of a wrong address, wrong phone number, or nobody being available to receive them.
- Individual results or reactions. Hair-oil results differ from person to person. If you have a skin reaction, stop using the product and message us; we review these case by case.
3. How to make a claim
- Message us within 48 hours of delivery on WhatsApp 0347-7050687 (or email customer.care@mmnatural.com), with your name, phone number and order details.
- Send proof - clear photos of the parcel, the product and its label. A short unboxing video is best for leaks and breakage.
- We review it and aim to reply the same day.
- You choose a replacement or a refund once your claim is approved.
For food and oil items we normally don't ask you to send the product back. If we do need it back, we arrange the pickup and pay for it.
4. Refunds
- Approved refunds are processed within 4 days of delivery.
- Refunds go back through the method you paid with - JazzCash, Easypaisa or bank transfer. If you'd like it sent to a different account, tell us on WhatsApp.
- If the claim covers your whole order, the delivery charge is refunded too. If it covers only some items, the refund covers those items.
- We'll message you on WhatsApp as soon as the refund has been sent.
5. Replacements
Approved replacements are sent at our cost and are subject to stock. If we can't replace the item, we'll refund you instead.
6. Cancelling an order
You can cancel any time before your order is dispatched by messaging us on WhatsApp. Your advance payment will be refunded within 4 days. Once an order has been dispatched it can't be cancelled, but the claim rules above still apply on delivery.