Refund policy
Our Return Promise
At Usmania Joint Oil, we take immense pride in the quality of every product we ship. However, we understand that sometimes things don't go exactly as expected. Our return and refund policy is designed to be fair, transparent, and stress-free so that you can always shop with complete confidence.
This policy applies to all orders placed on www.usmaniajointoil.com and covers standard product returns, damaged goods, incorrect items, and online payment refunds.
What Can Be Returned?
To be eligible for a return, your item must meet the following conditions at the time you contact us:
- The return request is initiated within 7 days of receiving the order.
- The item is unused, unwashed, and in its original condition.
- The item is in its original packaging with all tags, seals, and accessories intact.
- You have your order number or proof of purchase available.
- The item has not been altered, damaged by the customer, or used beyond a brief inspection.
Non-Returnable Items
For hygiene, safety, and product integrity reasons, the following items are not eligible for return or exchange unless they arrive damaged or defective:
- Items purchased during special sales, clearance, or promotional events marked as final sale.
- Gift cards and vouchers.
- Products with broken hygiene seals or removed protective packaging.
- Items explicitly marked as "Non-Returnable" on the product listing page.
Exception: If any of the above items arrive damaged, defective, or incorrect, we will absolutely replace or refund them. Please contact us immediately with photos.
Damaged, Defective or Wrong Items
We thoroughly inspect every order before dispatch. However, if you receive a product that is damaged, defective, or incorrect, please do the following immediately:
- Returns are not accepted once the parcel seal is broken,
- If you receive a defective product please make a vedio before opening parcel send and contact us +92 304 9099195 ..within 24 hours.
- Do not use or discard the item.
- Take clear photos or a short video clearly showing the issue.
- Contact us via WhatsApp at +92 304 9099195 within 48 hours of delivery.
- Share your order number and the photos/video with our team.
Exchanges & Replacements
We are happy to exchange an item for a different size, colour, or variant if the product is in stock. To request an exchange:
- Contact us within 7 days of receiving your order.
- Clearly mention the item you would like instead.
- Return the original item in its unused, original condition.
- Once received and inspected, your replacement will be dispatched within 2–3 business days.
If the requested replacement item is unavailable or priced differently, we will work with you to find the best solution — including store credit or a refund of the price difference
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible. Here is how it works:
- Before dispatch: If your order has not yet been shipped, we can cancel it immediately and issue a full refund (for online payments) or simply void the COD order.
- After dispatch: Once an order has been dispatched, it cannot be cancelled. Please follow the standard return process once the order is delivered.
- Custom or personalised orders: These cannot be cancelled once production has begun.
To cancel an order, WhatsApp us immediately at +92 304 9099195
with your order number.
What if I Haven't Received My Refund?
If you have been notified of a refund approval but have not received the funds yet, please take the following steps:
- First, check your bank account or mobile wallet again — sometimes transactions take a few business days to reflect.
- Contact your bank or payment provider, as processing times can vary.
- If you have done all of the above and still have not received your refund after 10 business days, please contact us directly via WhatsApp or email.
We are committed to resolving any refund delays promptly and will provide you with a transaction reference upon request.