Refund policy
Return & Refund Policy
Effective Date: July 10, 2026
Welcome to Gulroop. Customer satisfaction is important to us, and we strive to ensure every order meets our quality standards. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.
1. Return Eligibility
You may request a return or exchange within 7 days of receiving your order if any of the following applies:
- You received the wrong product.
- Your order arrived damaged during shipping.
- You received a defective product.
- You received an expired product.
- Items are missing from your order.
- The product was significantly different from what you ordered.
To be eligible for a return, the product must:
- Be returned within 7 calendar days of delivery.
- Be in its original packaging.
- Include all accessories, labels, and promotional items (if applicable).
- Be accompanied by your order number or proof of purchase.
2. Non-Returnable Items
For hygiene, safety, and food quality reasons, we cannot accept returns or exchanges for:
- Opened or used skincare products.
- Opened spices, masalay, seeds, or dry fruits.
- Products that have been tampered with after delivery.
- Products damaged due to customer misuse or improper storage.
- Items returned without original packaging.
- Products purchased during clearance or final sale (unless defective).
- Returns requested after the 7-day return period.
3. Natural Products Disclaimer
Gulroop offers natural and herbal products. Because every individual's skin type, body, and lifestyle are different, results may vary from person to person.
A product not meeting your personal expectations does not qualify for a refund if it has been used.
4. Allergy Disclaimer
Customers are responsible for reviewing product ingredients before use.
If you have known allergies or sensitive skin, we recommend performing a patch test before full application.
Gulroop is not responsible for allergic reactions caused by individual sensitivities to natural ingredients.
5. Food Product Disclaimer
Our spices, seeds, and dry fruits are food products.
We cannot accept returns for food items that have been opened or consumed unless:
- The wrong product was delivered.
- The product arrived damaged.
- The product was expired upon delivery.
- The packaging was compromised before delivery.
6. Exchange Policy
Eligible products may be exchanged for:
- The correct item
- The same product
- Another product of equal value (subject to approval)
If the replacement product has a higher price, customers will only be required to pay the price difference.
7. Refund Policy
Once your returned product has been received and inspected, we will notify you regarding the approval of your refund.
If approved, refunds will be processed using the original payment method whenever possible.
Depending on your payment method, processing may take 5–10 business days after approval.
8. Return Shipping
If your return request is approved due to:
- Wrong item received
- Damaged product
- Defective product
- Expired product
- Missing items
- Courier damage
Gulroop will bear the return shipping cost.
If the return is requested for reasons other than those listed above, Gulroop reserves the right to decline the return request.
9. Damaged or Incorrect Orders
If your package arrives damaged or contains incorrect products, please contact us within 48 hours of delivery.
To help us resolve your claim quickly, please provide:
- Your order number
- Clear photographs of the product
- Photographs of the shipping package
- A brief description of the issue
Failure to report damage within 48 hours may affect claim eligibility.
10. Order Cancellation
Orders may be cancelled before they have been dispatched.
Once an order has been shipped, it cannot be cancelled and will instead be subject to this Return & Refund Policy.
11. Refused Deliveries
If a customer refuses delivery without a valid reason after the order has been dispatched, Gulroop reserves the right to refuse future Cash on Delivery (COD) orders from that customer.
12. Product Availability
In rare situations where a replacement item is unavailable, Gulroop may offer:
- A full refund
- Store credit
- An alternative product of equal value
The choice of resolution will be communicated to the customer before processing.
13. Return Process
To request a return:
Step 1
Contact Gulroop Customer Support within 7 days of receiving your order.
Step 2
Provide:
- Order Number
- Full Name
- Contact Number
- Reason for Return
- Supporting photographs (if applicable)
Step 3
Our support team will review your request and provide return instructions.
Step 4
After receiving and inspecting the returned item, we will process your refund or exchange.
14. Return Address
Gulroop Customer Support
48/38 Quaid Commercial, Sector E
Ground Floor
Bahria Town
Lahore, Pakistan
15. Contact Us
If you have any questions regarding returns or refunds, please contact us.
Phone
0321-9527729
Customer Support
Gulroop Customer Support
16. Policy Updates
Gulroop reserves the right to update or modify this Return & Refund Policy at any time without prior notice. Changes become effective immediately upon publication on our website.
Thank you for shopping with Gulroop. We appreciate your trust and remain committed to providing high-quality natural skincare, spices, seeds, and dry fruits across Pakistan.