Return & Refund Policy
Thank you for shopping with Sativa.com.pk (“we”, “us”, “our”). We want you to be completely satisfied with your purchase. If for any reason you are not happy with a product, here are the terms under which we accept returns and issue refunds.
1. Eligibility for Return
Products can be returned within 7 calendar days from the date you receive them.
To be eligible for a return, items must be unused, in their original condition, with all tags, labels, and original packaging intact.
You must provide proof of purchase, such as the order number or invoice.
We do not accept returns for certain items, including:
- Customized or personalized products
- Perishable goods or items with a short shelf life
- Health, hygiene, or intimate products that have been unsealed
2. How to Initiate a Return
To start a return, please contact our customer service team at:
When you contact us, please include:
- Your name
- Order number
- A description of the item you wish to return
- Reason for return (for our quality improvement, though not mandatory)
- We will provide you with instructions on where and how to ship the product back to us.
3. Return Shipping Costs
If the return is due to a defective product, an incorrect item, or damage during shipping, we will bear the return shipping cost.
For change-of-mind returns (i.e., you simply don’t want the item), the customer is responsible for the return shipping cost, unless otherwise agreed.
4. Refunds
Once we receive and inspect the returned item, we will notify you of the status of your refund.
If your return is approved:
- We will refund the full purchase price (excluding original shipping fees, unless the return was our fault)
- The refund will be issued to the original payment method you used during purchase
- Please allow 5–10 business days for the refund to process, depending on your bank or payment provider
If your return is rejected (e.g., because the item is used, damaged, or not in its original packaging), we will notify you and return the item to you at your expense, unless otherwise arranged.
5. Exchanges
If your item arrived defective or incorrect, you may request an exchange rather than a refund.
Exchanges are subject to stock availability.
We will coordinate with you on shipping for exchange items: if the error is ours, we’ll cover shipping; otherwise, you may need to pay.
6. Cancellation Before Delivery
If you wish to cancel an order before it has been shipped, please contact us immediately.
If the order has not left our warehouse, we will cancel it and refund the full amount (including any shipping charges, if applicable).
Once the item is shipped, the standard return process (as above) applies.
7. Damaged or Faulty Items
If you receive a product that is damaged, defective, or not as described, please notify us within 48 hours of receipt.
Provide photographic evidence (photos of the damage or defect) when you contact us.
We will work with you to either:
- Replace the item, or
- Refund you, including any shipping costs
8. Non-Refundable or Non-Returnable Items
Certain categories of products may be non-returnable due to hygiene, safety, or customization. These will be clearly marked on the product page.
Sale items or items purchased at a discount may be final sale, depending on the terms shown at the time of purchase.
9. Changes to This Policy
We reserve the right to update or change this Return & Refund Policy at any time, without prior notice.
We recommend that you review this page periodically to stay informed about our current policy.
10. Contact Information
If you have any questions or concerns about returns, refunds, or exchanges, please reach out to our support team:
Email: info@sativa.com.pk
Phone: 03405556605
Address: Green Farma Pakistan Pvt Ltd. Multan, Punjab, Pakistan
Note: This policy is a suggested template. It’s advisable to have a legal professional review it to ensure compliance with Pakistani e-commerce laws, especially given the regulatory environment for digital business in Pakistan.