Refund / Return Policy

Last Updated: June 2026

At XENRISE Pharma, Pakistan, we are committed to providing quality-focused nutritional healthcare products and reliable customer support. This Refund / Return Policy explains the conditions under which returns, replacements, cancellations, or refunds may be considered for orders placed through our website or official digital channels.

By placing an order with XENRISE Pharma, Pakistan, the customer agrees to the terms mentioned in this policy.

1. Return / Replacement Eligibility

A return or replacement request may be considered only in the following cases:

• The customer received a wrong product.
• The product was damaged during delivery.
• The product was missing from the parcel.
• The product received was different from the confirmed order.
• The product was delivered with visibly damaged outer packaging, subject to verification.

Return or replacement requests are subject to review and approval by XENRISE Pharma, Pakistan.

2. Return Request Time Limit

Customers must report any return, replacement, damaged product, wrong product, or missing product issue within 24 to 48 hours of receiving the parcel.

Requests made after this time may not be accepted, especially where product condition, storage, usage, or handling cannot be verified.

3. Non-Returnable Products

Due to the nature of nutritional healthcare products, customer safety, hygiene, storage conditions, and product integrity, the following products are generally non-returnable:

• Opened products
• Used products
• Products with broken seal
• Products with damaged label, cap, bottle, blister, sachet, box, or packaging after delivery
• Products affected by customer handling, storage, heat, moisture, or misuse
• Products returned without original packaging
• Products purchased on special promotion, discount, clearance, or limited-time offer, unless received damaged or wrong
• Products where the customer changed their mind after delivery
• Products returned without prior approval from XENRISE Pharma, Pakistan

4. Product Condition Requirements

To qualify for return or replacement review, the product must be:

• Unused
• Unopened
• In original packaging
• With seal intact
• With invoice/order confirmation available
• Returned with all accessories, leaflets, labels, boxes, and original packing material where applicable

XENRISE Pharma, Pakistan reserves the right to refuse return, replacement, or refund if the product does not meet these conditions.

5. Damaged, Wrong, or Missing Product Claims

If the customer receives a damaged, wrong, or incomplete order, the customer should immediately contact XENRISE Pharma, Pakistan and provide:

• Order number
• Customer name
• Contact number
• Clear pictures of the parcel
• Clear pictures of the product
• Picture of the invoice/order slip
• Unboxing video, if available

Claims will be reviewed by the support team. Approval of replacement or refund depends on verification of the issue.

6. Refund Policy

Refunds are not automatically applicable on all orders. Refunds may be considered only after verification and approval by XENRISE Pharma, Pakistan.

If a refund is approved, it may be processed through one of the following methods:

• Bank transfer
• JazzCash / Easypaisa
• Store credit
• Replacement product
• Other mutually agreed method

Refund processing time may vary depending on verification, payment method, banking process, and business working days.

7. Shipping Charges

Delivery/shipping charges are generally non-refundable.

If the return or replacement is due to an error from XENRISE Pharma, Pakistan, such as wrong product dispatch or verified damaged product delivery, the company may bear the return/replacement shipping cost.

If the return request is due to customer change of mind, wrong order selection by the customer, incorrect address, failed delivery attempt, or refusal to receive parcel, delivery and return charges may be deducted where applicable.

8. Order Cancellation

Customers may request order cancellation before dispatch.

Once the order has been dispatched, cancellation may not be possible. If the customer refuses to receive an already dispatched order, delivery charges, return charges, or handling charges may apply.

9. Customer Responsibility

Customers are responsible for providing correct order details, complete delivery address, active contact number, and timely response to courier or XENRISE support team.

XENRISE Pharma, Pakistan will not be responsible for delivery delay, failed delivery, or returned parcel caused by incorrect address, inactive phone number, non-response, or customer unavailability.

10. Product Usage & Guidance

XENRISE Pharma, Pakistan provides nutritional healthcare products and general wellness guidance. Product use should be according to label instructions or as advised by a qualified healthcare professional.

Return or refund claims based on personal expectations, taste preference, delayed usage, individual suitability, or non-medical assumptions may not be accepted.

For medical diagnosis, treatment, prescription medicine, emergency symptoms, pregnancy-related concerns, chronic disease management, or serious health conditions, customers should consult a qualified physician.

11. Free e-Clinic Guidance

XENRISE Free e-Clinic is a customer support and wellness guidance service. Guidance provided through e-Clinic, WhatsApp, website forms, or digital communication is for general health, lifestyle, nutrition, product selection, and supplement usage support.

It is not a substitute for emergency care, physical examination, diagnosis, prescription treatment, or specialist consultation.

12. Return / Refund Request Procedure

To request a return, replacement, or refund review, please contact XENRISE Pharma, Pakistan through the official contact details below:

Website: www.xenrisepharma.com
Email: xenrise.pharma.pk@gmail.com
WhatsApp: +92 308 2222 535

Please include your order number, contact details, reason for request, and required pictures/videos for verification.

13. Final Decision

All return, replacement, cancellation, and refund requests are subject to review and approval by XENRISE Pharma, Pakistan. The company reserves the right to accept, reject, or partially approve any request based on product condition, evidence, order record, courier status, and policy terms.

XENRISE Pharma, Pakistan may update this Refund / Return Policy from time to time without prior notice. The updated policy will be available on this page.