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Refund & Return Policy

Last Updated: [17/02/2026]

At Ozaki Natural, customer satisfaction is important to us.
Because our products are skincare and cosmetic items (hygiene-sensitive), returns and refunds are handled under strict conditions.

1. Return Eligibility

You may request a return or replacement only if:

  • You received a wrong product
  • The product arrived damaged or leaking
  • The product is expired
  • The item is missing from your order

📌 You must report the issue within 24–48 hours after delivery

2. Non-Returnable Items

For hygiene and safety reasons, we do NOT accept returns if:

  • Product has been used or opened
  • Change of mind / no longer needed
  • Skin reaction or allergy (patch test recommended)
  • You ordered the wrong item yourself
  • Packaging slightly damaged during courier handling but product intact

3. How to Request a Return

To start a return, contact us with:

  • Order number
  • Clear photos of product
  • Photo of shipping label
  • Description of the issue

Send details via:

Email: [Add Email]
WhatsApp/Phone: [Add Phone]

Requests without proof may not be approved.

4. Replacement Policy

If your claim is approved:

  • We will send a replacement product free of cost
    OR
  • Provide store credit (depending on availability)

Customer may be asked to return the item via courier in some cases.

5. Refund Policy

Refunds are only issued when:

  • Replacement is unavailable, OR
  • Order cannot be fulfilled

Refund method:

  • Bank transfer / digital wallet / original payment method

⏳ Refund processing time: 5–10 working days after approval

Shipping charges are non-refundable unless the mistake was from our side.

6. Cash on Delivery (COD) Orders

For COD orders:

  • Refunds will be issued via bank transfer or wallet
  • Customer must provide correct payment details
  • Refusing parcel at door is not considered a return request

7. Order Cancellation

Orders can only be cancelled:

  • Before dispatch/shipping
  • By contacting support immediately after placing order

Once shipped, order cannot be cancelled.

8. Allergies & Skin Reactions

Our products are cosmetic in nature. Individual skin types vary.

We strongly recommend:
✔ Performing a patch test before full use

We are not responsible for allergic reactions unless the product is proven defective.

9. Contact Us

Ozaki Natural
Website: https://ozakinatural.com/
Email: info@ozakinatural.com
Phone: 03154353836
Address: Lahore, Pakistan