Return & Refund Policy

1. Overview

At Helpmate, customer satisfaction is our priority. If you receive a damaged, expired, incorrect, or defective product, we will gladly offer a replacement or full refund in accordance with this policy and applicable Pakistani consumer protection laws.

2. Eligibility for Returns & Refunds

You may request a return or refund within 24 hours of delivery if:

• The product received is damaged, spoiled, or expired.
• You received the wrong item or incorrect quantity.
• The product quality does not match the description on our platform.
• The order was not delivered at all (full refund applies).
• Packaging was tampered with or compromised during delivery.

3. Non-Returnable Items

For health, safety, and hygiene reasons, the following items cannot be returned once delivered:

• Opened or partially consumed food and beverage items.
• Personal care products with broken seals.
• Items marked as "Final Sale" or "Non-Returnable" at the time of purchase.
• Products returned after the 24-hour reporting window without prior approval.

4. How to Request a Return or Refund

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

1. Contact our support team within 24 hours of delivery via phone, WhatsApp, or email.
2. Provide your order number, a description of the issue, and clear photos of the product (if applicable).
3. Our team will review your request and respond within 4 business hours.
4. If approved, we will arrange a pickup of the item or process your refund directly.

5. Refund Methods & Timeline

• Online Payments (PayFast / Card / Wallet): Refunds are processed back to the original payment method within 5–7 business days after approval.
• Cash on Delivery (COD): Refunds are issued via bank transfer or mobile wallet (JazzCash / Easypaisa) within 3–5 business days.
• Store Credit: As an alternative, you may opt for instant store credit usable on your next order.

Refund amounts exclude delivery charges unless the return is due to our error (wrong item, damaged goods, or non-delivery).

6. Replacements

Where stock is available, we prefer to offer a free replacement over a refund. Replacement deliveries are scheduled at the earliest available slot at no additional cost to you. If a replacement is not possible, a full refund will be issued.

7. Order Cancellations

• Orders can be cancelled free of charge before they are dispatched from our warehouse.
• Once an order is out for delivery, cancellation may not be possible. You may refuse delivery and request a refund subject to our return policy.
• Pre-paid orders cancelled before dispatch receive a full refund within 3–5 business days.

8. Disputes

If you are unsatisfied with the resolution of your return or refund request, you may escalate the matter by emailing legal@helpmate.com. We aim to resolve all disputes within 10 business days.