Refund & Returns Policy

Last Updated: 3 September 2026

Thank you for shopping with Wellpro.pk.

We want every order to reach you in the condition you expect. If you receive an incorrect, damaged, defective, expired, or otherwise eligible product, please contact us within the applicable time stated below so our support team can review the issue.

Because many products sold through Wellpro.pk may fall into health, wellness, personal-care, hygiene, supplement, or other safety-sensitive categories, some items cannot be returned once opened, used, or unsealed.

This Refund & Returns Policy applies to purchases made through Wellpro.pk.

1. Return Eligibility

An item may be eligible for return if:

  • you received the wrong product;
  • the product arrived damaged or leaking;
  • the product was defective when received;
  • the product was expired when delivered;
  • the quantity received does not match the confirmed order;
  • an item is materially different from what was ordered; or
  • an unopened product qualifies for a return under the conditions stated in this policy.

For a standard return, the product must normally be:

  • unused;
  • unopened;
  • in its original packaging;
  • with seals, labels, inserts, accessories and promotional items intact;
  • in resalable condition; and
  • accompanied by valid order information or proof of purchase.

Eligibility remains subject to the product category and the circumstances of the request.

2. Return Request Period

For unopened and otherwise eligible products, please contact us within 7 days of delivery.

For an item received:

  • damaged;
  • leaking;
  • defective;
  • expired;
  • incorrect; or
  • incomplete,

please notify Wellpro.pk preferably within 24 to 48 hours of delivery.

Reporting a delivery-related problem promptly helps us verify the issue with the courier and resolve the matter faster.

Requests submitted after the applicable period may be declined unless required otherwise by applicable law.

3. Products That Cannot Normally Be Returned

For health, hygiene and customer-safety reasons, we generally cannot accept returns of products that have been:

  • opened;
  • used;
  • partially consumed;
  • unsealed;
  • tampered with;
  • damaged after delivery;
  • improperly stored after delivery; or
  • altered from their original condition.

Non-returnable categories may include, where applicable:

  • supplements and consumable wellness products once opened;
  • personal hygiene products;
  • intimate or sexual-wellness products once opened or unsealed;
  • cosmetics or skincare products once opened or used;
  • products with tamper-evident or hygiene seals that have been broken;
  • clearance or final-sale products specifically marked non-returnable;
  • products nearing expiry where the expiry information was clearly disclosed before purchase;
  • free gifts, samples or promotional items supplied without a separate charge.

However, if an otherwise non-returnable item was incorrect, damaged, defective, expired, or materially misrepresented when delivered, please contact us. We will review the case separately.

4. Change-of-Mind Returns

A change-of-mind return may be considered only when:

  • the product is eligible for return;
  • it remains completely unopened and unused;
  • all seals are intact;
  • the packaging is undamaged;
  • the item remains suitable for resale; and
  • the return request is made within the applicable return period.

Wellpro.pk reserves the right to decline a change-of-mind return for health, hygiene, safety-sensitive, clearance, promotional or non-resalable products.

For approved change-of-mind returns, delivery and return-shipping costs may be the customer’s responsibility.

5. Wrong Product Received

If we send you a product different from the one confirmed in your order, please contact us promptly.

We may request photographs showing:

  • the product received;
  • the product packaging;
  • the shipping label;
  • the invoice or order information; and
  • any relevant batch, size or variant information.

Once verified, we may arrange an appropriate replacement or refund at no additional product cost to you.

Please do not open or use an incorrectly delivered product if you intend to return it.

6. Damaged, Leaking or Defective Products

If your order arrives damaged, leaking or defective, contact us as soon as possible after delivery.

Please keep: the product, original packaging, courier packaging, shipping label, and any damaged components until your claim has been reviewed.

We may request clear photographs or video evidence to determine whether the damage occurred before or during delivery.

If the claim is approved, Wellpro.pk may offer, depending on the circumstances: a replacement, a refund, store credit (where accepted by the customer), or another appropriate resolution.

7. Expired Products

Wellpro.pk does not intend to supply products that are already expired at the time of delivery.

If you believe you received an expired product, please do not use it. Contact us promptly and provide photographs showing the: product, expiry date, batch/lot information where visible, and order information.

After verification, an eligible claim may result in a replacement or refund.

8. Products Damaged After Delivery

Wellpro.pk is not responsible for deterioration or damage caused after successful delivery by circumstances such as: incorrect storage, exposure to excessive heat, sunlight or moisture, misuse, accidental damage, failure to follow storage instructions supplied with the product, or tampering with the packaging or contents.

This does not affect a customer’s rights where the product itself was defective when delivered.

9. How to Request a Return or Refund

Before sending any product back, please contact Wellpro.pk Customer Support.

Provide:

  • your order number;
  • customer name;
  • phone number used for the order;
  • product name;
  • reason for the request; and
  • clear photographs or video where relevant.

Please do not send a product back without receiving return instructions from Wellpro.pk. Unauthorized returns may not be accepted.

10. Return Inspection

Receiving a returned product does not automatically guarantee a refund.

Once a returned product reaches us, we may inspect: packaging condition, seals, labels, accessories, quantity, signs of use, tampering, product condition, and the reason for the return.

If the return does not meet the conditions of this policy, the request may be declined. Where appropriate, we will explain the reason for the decision.

11. Refunds

Once an eligible return or claim has been reviewed and approved, we will initiate the applicable refund.

Refunds generally cover the amount actually paid for the approved item after discounts.

Original delivery charges are normally non-refundable for change-of-mind returns.

If the refund results from an error by Wellpro.pk, such as an incorrect, damaged, defective or expired product, applicable delivery charges may also be refunded or otherwise resolved as appropriate.

12. Refund Processing Time

After a refund is approved, please allow approximately 7–10 business days for processing.

The time required for the funds to appear may vary depending on: the payment method, bank, card issuer, payment service provider, or other financial institution involved.

Wellpro.pk cannot control processing delays caused by banks or payment providers after a refund has been successfully initiated.

13. Cash on Delivery Orders

For eligible Cash on Delivery (COD) refunds, cash may not necessarily be physically returned by the courier.

Once the refund is approved, Wellpro.pk may request verified payment details so the refund can be transferred through an available supported method.

Customers must provide accurate refund information. Wellpro.pk will not be responsible for funds sent to incorrect account details provided by the customer.

14. Order Cancellation

If you wish to cancel an order, contact us as quickly as possible.

An order may be cancelled without a return if it has not yet been dispatched.

Once an order has been packed, handed to the courier, or dispatched, cancellation may no longer be possible. The applicable return rules will then apply after delivery.

Refusing a legitimate dispatched order repeatedly may affect the availability of Cash on Delivery for future orders.

15. Failed or Refused Deliveries

If an order is returned to Wellpro.pk because: the customer refused delivery without an eligible reason, an incorrect or incomplete address was supplied, the customer was repeatedly unavailable, the customer could not be contacted, or delivery failed for a customer-related reason, any re-delivery may be subject to additional delivery charges.

Any refund for a prepaid order may be adjusted for legitimate delivery or return-delivery costs where permitted by applicable law.

16. Sale, Discounted and Promotional Products

A discounted product is not automatically non-returnable simply because it was sold at a reduced price.

However, items clearly designated as Final Sale, Clearance, or Non-Returnable may not be eligible for change-of-mind returns.

Claims relating to incorrect, damaged, defective or expired products will still be reviewed according to this policy and applicable law.

17. Free Gifts and Promotional Items

If a purchase included a free gift, promotional product or bundle benefit, the promotional item may also need to be returned when the main product is returned.

If a promotional item has been used, opened or not returned, its reasonable value may be taken into account when calculating an eligible refund, where applicable.

18. Product Images and Packaging Changes

Manufacturers may occasionally update: packaging, labels, colors, bottle or box design, or other non-material presentation details.

Minor packaging differences alone do not necessarily mean that an incorrect product was supplied, provided the actual ordered product and relevant specifications remain the same.

Where a product itself differs materially from what was ordered, please contact us for review.

19. Allergies, Suitability and Individual Results

Customers should review product labels, ingredients, warnings and other verified manufacturer information before use.

A product generally cannot be returned solely because:

  • the customer dislikes its taste, smell, texture or appearance;
  • it did not produce a personally expected result;
  • the customer changed their mind after opening it; or
  • it was unsuitable for an individual after use,

unless the product was defective, incorrectly supplied, materially misrepresented, or return rights otherwise apply under law.

Nothing on Wellpro.pk should be interpreted as guaranteeing particular health, wellness or medical results.

20. Suspected Abuse or Fraud

Wellpro.pk may investigate and decline claims involving reasonable evidence of: altered photographs, substituted products, deliberately damaged products, false claims, serial-number or batch inconsistencies, repeated abusive return activity, or other fraudulent conduct.

This provision will not be used to deny legitimate customer complaints.

21. Courier Inspection

Where supported by the courier, customers are encouraged to inspect the external condition of the parcel when it is delivered.

If a parcel appears severely damaged or tampered with, you may document its condition before opening it and contact Wellpro.pk promptly.

For legitimate claims, retaining packaging and shipping labels may significantly assist investigation.

22. Exchanges

Where an exchange is available, it is subject to: stock availability, return eligibility, and successful inspection of the returned product.

If a replacement product is unavailable, we may offer an eligible refund instead.

23. Shipping Costs for Returns

If a return is required because Wellpro.pk supplied an incorrect, damaged, defective or expired item, we will determine an appropriate return arrangement.

For an approved change-of-mind return, the customer may be responsible for return-delivery costs.

Please contact us before arranging your own courier return.

24. Applicable Consumer Rights

This policy is intended to explain Wellpro.pk’s standard return and refund procedures.

Nothing in this policy is intended to exclude, restrict or override any consumer rights or remedies that cannot legally be excluded under applicable laws of Pakistan.

Where applicable law provides greater protection than this policy, the applicable legal requirement will prevail.

25. Changes to This Policy

Wellpro.pk may update this Refund & Returns Policy from time to time to reflect changes in: business operations, payment methods, courier arrangements, product categories, or applicable legal requirements.

The version published on Wellpro.pk at the time of the relevant transaction will generally apply, subject to applicable law.

26. Contact Wellpro.pk

For refund, return, exchange or damaged-order assistance, please contact:

  • Wellpro.pk Customer Support
  • Website: wellpro.pk
  • Email: support@wellpro.pk
  • WhatsApp / Phone: +92 302 6846767
  • Operating Hours: Mon – Sat (9:00 AM – 9:00 PM)

Please include your order number whenever contacting us about an existing purchase.