1. Our Promise

At Ogra Organic, we take great care in preparing and packing every order to ensure it reaches you in perfect condition. If something isn't right with your order, we want to make it easy for you to get a replacement or refund.

2. Eligibility for Return

You may request a return or replacement if:

• You received a damaged, broken, or leaking product
• You received the wrong product or an incomplete order
• The product's seal or packaging was tampered with or opened upon delivery
• The product is defective or does not match the description on our website

Return requests must be raised within 3 days of the delivery date, along with clear photos or a video of the product and its packaging.

3. Items Not Eligible for Return

Due to the nature of our health and wellness products, the following are not eligible for return:

• Products that have been opened, used, or have a broken seal (unless received damaged or defective)
• Products returned without original packaging, label, or bundled items
• Return requests raised after 3 days of delivery
• Change of mind after the product has been used

4. How to Request a Return

To initiate a return or replacement, please follow these steps:

• Contact our customer support team via the Contact Us page within 3 days of delivery
• Share your order number along with photos or a short video showing the issue
• Our team will review your request and confirm the next steps within 24-48 hours
• If approved, we will arrange a pickup or guide you on how to send the item back to us

5. Replacements

In most cases of damaged, defective, or incorrect items, we prefer to send a free replacement rather than a refund. Once your return request is approved, a replacement will be dispatched to you at no additional cost.

6. Refunds

Where a replacement is not possible or not preferred, a refund may be issued. Approved refunds are processed as follows:

• Cash on Delivery orders: refunded via bank transfer or JazzCash/Easypaisa to the details you provide
• Online paid orders: refunded to the original payment method

Refunds are typically processed within 5-7 business days after the returned item is received and inspected, or after approval where a physical return is not required.

7. Return Shipping Costs

If the return is due to our error (damaged, defective, or wrong item), we will cover the return shipping cost. If the return is for any other approved reason, return shipping charges may apply and will be communicated to you before pickup.

8. Order Cancellations

Orders can be cancelled free of charge before they are dispatched. Once an order has been shipped, it can no longer be cancelled, but you may request a return as per the eligibility criteria above once delivered.

9. Need Help?

Our support team is available 24/7 to help with any return, replacement, or refund queries. Please reach out through our Contact Us page and we'll be happy to assist you promptly.