At Supplements Town, we want every customer to have a clear and straightforward experience when ordering from our online store. If there is an issue with your order, please contact our customer support team so we can review the situation and determine the appropriate resolution.
This Refund Policy explains when a refund may be available, how to request one, how returned products are reviewed, and what customers should expect during the refund process.
This policy applies to purchases made through supplementstown.pk, subject to the conditions described below.
Our 7-Day Return and Refund Window
When You Can Request a Return
Eligible products may be returned within 7 days of delivery.
The 7-day period begins from the date the order is delivered to the customer.
To request a return, you must contact Supplements Town within this period and provide the information required for us to identify and review your order.
Requests submitted after the applicable 7-day period may not be eligible for return or refund unless the issue falls under an applicable exception, such as receiving an incorrect or damaged product.
Why You Should Contact Us Before Sending Anything Back
Please do not send a product back without contacting Supplements Town and receiving return instructions first.
Every return request must be reviewed before the product is shipped back to us. Unauthorized returns may not be accepted or processed.
Our team will explain the applicable return procedure and provide any information required for the next step.
Return Eligibility
To be considered for a return or refund, the product should generally:
- Be within the applicable 7-day return period.
- Be unused and in the same condition in which it was received.
- Remain in its original packaging where applicable.
- Include the original product packaging, labels, seals, or accessories where applicable.
- Be accompanied by valid proof of purchase or sufficient order information.
- Not fall within our non-returnable product categories.
Products that have been opened, used, altered, damaged after delivery, or returned without the required packaging may not qualify for a refund.
Because different products can have different storage, hygiene, safety, and handling requirements, Supplements Town reserves the right to evaluate each return individually.
How to Request a Refund or Return
Step 1 — Contact Supplements Town
Contact our support team as soon as you identify an issue with your order.
Please provide:
- Your name.
- Order number.
- Phone number used for the order.
- Product name.
- Reason for the return.
- Relevant photographs or videos where requested.
- Any other information our team needs to assess the issue.
For damaged, incorrect, or visibly defective products, photographs of the package and product may be particularly helpful during the initial review.
Step 2 — Wait for Return Instructions
Our team will review the request and determine whether the product appears eligible for return.
If the return is approved for inspection, we will provide the applicable instructions for returning the product.
Please do not dispatch a return package before receiving instructions from Supplements Town.
Step 3 — Product Inspection
Once the returned product is received, it may be inspected to confirm its condition and verify that it meets the requirements of this Refund Policy.
Approval of a return request before receiving the product does not automatically guarantee a refund.
The final refund decision may depend on the condition of the returned product and the reason for the return.
Damaged, Defective, or Incorrect Products
Damaged Products
Please inspect your package as soon as possible after delivery.
If a product arrives visibly damaged, contact Supplements Town promptly and provide photographs or other evidence of the issue where requested.
Do not dispose of the product or packaging before our team has reviewed the matter, as the packaging and product condition may be required to assess the claim.
Wrong Product Received
If you receive a product that is different from the product you ordered, contact us as soon as possible.
Our team will verify the order and product details and, where the claim is confirmed, provide instructions for resolving the issue.
Product Quality or Defect Concerns
If you believe that a product has a quality issue or manufacturing defect, contact us with the relevant order and product information.
Where appropriate, we may request photographs, batch information, packaging details, or other evidence to help evaluate the issue.
Products That May Not Be Eligible for Return
Certain products may be excluded from our standard return and refund process because of their nature, condition, safety requirements, hygiene considerations, or applicable restrictions.
Unless specifically approved by Supplements Town, returns may not be accepted for:
Opened or Used Products
Products that have been opened, consumed, used, tampered with, or otherwise altered after delivery may not qualify for a refund.
Products With Broken Seals
Where a product is supplied with a manufacturer seal or security seal, breaking or removing that seal may affect return eligibility.
Products Damaged After Delivery
Products damaged through improper handling, storage, misuse, modification, or other customer-related circumstances may not qualify for a refund.
Products Without Original Packaging
Where original packaging, labels, seals, accessories, or other components are required to verify the product, missing items may affect return eligibility.
Certain Restricted or Sensitive Products
Certain products in our catalog may have additional return restrictions because of their nature, handling requirements, regulatory considerations, or other applicable conditions.
Customers should contact our team before purchasing if they need clarification regarding the return eligibility of a particular product.
Sale and Promotional Products
Products purchased during a sale, discount, clearance, or special promotional campaign may be subject to additional return or refund conditions.
Where a promotional offer specifically states that an item is non-returnable, that condition will apply to the purchase.
If no specific restriction is stated, the standard conditions of this Refund Policy will apply where applicable.
Exchanges and Replacement Orders
Where an incorrect, damaged, or otherwise eligible product issue is confirmed, Supplements Town may offer an exchange or replacement where appropriate and subject to product availability.
If the requested replacement product is unavailable, another suitable resolution may be offered based on the circumstances of the order.
For customer-requested product changes, such as choosing a different product after receiving the original order, the return must first meet the applicable eligibility requirements.
Refund Approval Process
Review of Your Return
After receiving an authorized return, Supplements Town will review the product and the reason for the return.
We will notify you whether the return has been approved or rejected.
A return being received by us does not automatically mean that a refund has been approved.
When a Refund Is Approved
If your refund is approved, the applicable refund amount will be processed according to the payment method and circumstances of the original transaction.
The amount refunded may depend on the reason for the return and any applicable deductions or charges permitted under our policies and applicable law.
Refund Processing Time
Once a refund has been approved, Supplements Town will initiate the applicable refund process.
The time required for the funds to appear in your account can vary depending on the original payment method, financial institution, payment processor, and other processing factors outside our direct control.
If you have not received an approved refund after the applicable processing period communicated by our team, please contact us so we can review the transaction.
Shipping and Return Costs
Shipping charges associated with a return may depend on the reason for the return.
Where the issue is confirmed to be attributable to Supplements Town, such as an incorrect product being dispatched or a qualifying delivery-related product issue, we may arrange or cover the applicable return shipping cost where appropriate.
For customer-requested returns that do not result from an error, damage, or other issue attributable to Supplements Town, return shipping costs may be the customer’s responsibility.
Our support team will clarify the applicable shipping arrangement before an authorized return is sent.
Refunds for Cancelled Orders
If an order is cancelled before dispatch and payment has already been received, any eligible refund will be processed according to the circumstances of the cancellation and the applicable payment method.
If an order has already been dispatched, cancellation may instead be handled under the applicable return procedure.
Customers should contact us as soon as possible if they need to cancel an order.
Order Information Required for Refunds
To process a return or refund efficiently, we may require sufficient information to verify the purchase.
This may include:
- Order number.
- Customer name.
- Phone number.
- Email address.
- Product details.
- Proof of payment or purchase.
- Photographs or videos of the product or packaging where relevant.
Providing complete and accurate information helps reduce delays in the review process.
Refunds and Product Availability
If a replacement is requested but the original product is no longer available, Supplements Town may process another appropriate resolution, including an eligible refund where applicable.
Product availability can change after an order has been placed, so replacement options are subject to current stock.
Fraudulent or Abusive Refund Requests
Supplements Town reserves the right to investigate refund and return requests where there are reasonable concerns regarding fraud, misuse, false claims, repeated abuse of the return process, product tampering, or inaccurate information.
Where appropriate and permitted by applicable law, we may decline a refund request or restrict future transactions associated with fraudulent or abusive activity.
Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes in our products, operations, return procedures, payment methods, legal requirements, or customer service processes.
The latest version will always be published on this page with the applicable update date.
Customers should review the current policy before submitting a return or refund request.
Related Store Policies
For a complete understanding of purchasing from Supplements Town, customers should also review our other store policies.
Return Policy
Our Return Policy provides additional information about product return eligibility and the return process.
Shipping Policy
Our Shipping Policy explains delivery procedures, shipping timelines, delivery coverage, and related conditions across Pakistan.
Privacy Policy
Our Privacy Policy explains how information submitted through our website and during the ordering process is handled.
Terms of Service
Our Terms of Service establish the general conditions governing the use of supplementstown.pk and our online services.
Contact Supplements Town About a Refund
If you have a question about a return, refund, damaged product, incorrect order, or any other issue with your purchase, please contact our support team.
Supplements Town
Office 509, Continental Trade Centre (CTC), Block 8, Clifton, Karachi, Pakistan
Phone: 0307-9111222
Customer Support Hours: 10:00 AM – 7:00 PM
Email: info@supplementstown.pk
When contacting us about an existing order, please include your order number so our team can review your purchase more quickly.
