Refund policy
RETURN & REFUND POLICY
Effective Date: 1 May 2026 · BIONEST Healthcare (Pvt.) Ltd.
What's eligible for a return or refund
We accept claims for:
- The product received damage in transit
- Manufacturing defect (tampered seal, contamination, unusable product)
- Wrong item delivered
- Missing items from your order
We do not accept claims for:
- Change of mind or personal preference
- Results-based dissatisfaction
- Products that have been used (except for defect or adverse reaction claims)
- Orders placed incorrectly at checkout
- Products purchased from third-party resellers
Time limit
All claims must be submitted within 7 calendar days of confirmed delivery. Documented defect claims not identifiable within 7 days may be submitted within 30 days.
How to submit a claim
Email hello@bionesthealth.com with:
- Your name and order number
- Description of the issue
- Clear photos or video of the damaged or incorrect product
We'll respond within 2 business days and resolve eligible claims within 10 business days of receiving complete information.
Adverse reactions
If you experience an unexpected skin reaction, stop use immediately. Consult a dermatologist for any persistent reaction.
Resolution options
Once a claim is verified, we will offer:
- Replacement (damaged, wrong, or missing items)
- Store credit
- Full refund (where replacement is not possible or a defect is confirmed)
Refund processing times
- JazzCash / Easypaisa: 3–5 business days
- Bank transfer (IBFT): 5–7 business days
- Cash on Delivery: refund via bank transfer — provide account details when claiming
- Credit / Debit Card: 10–15 business days, depending on the card issuer
Return shipping
On eligible claims, we arrange and cover return shipping. Do not send products back without prior written confirmation from us.
Governing law
This policy is governed by the laws of the Islamic Republic of Pakistan. Disputes are subject to the exclusive jurisdiction of the courts of Pakistan.