At Dr. Sufi’s Wellness, your satisfaction is our priority. We ensure every product is carefully checked before dispatch, but in the rare case you face any issues, we’re here to help.
How Returns/ Replacements Work
Step 1 – Raise a Request
- Wrong / expired product: within 7 days of delivery.
- Damaged / missing product: within 2 days of delivery.
- To raise a request, contact us via our [Support Form] or Chat option with your order and contact details.
Step 2 – Review
Our team will review your request within 2 working days.
Step 3 – Pick-Up
- If approved, our courier partner will arrange a reverse pickup.
- If reverse pickup is unavailable in your area, kindly self-ship using a reliable courier. We will reimburse courier charges in your wallet/account.
Step 4 – Verification
Once we receive the product, our quality control team will verify it against your claim.
Step 5 – Resolution
Based on verification:
- Replacement (subject to stock availability), or
- Refund (processed to your original payment method or bank account).
Eligible Conditions for Return/ Replacement
✅ Wrong product delivered
✅ Expired product delivered
✅ Damaged/ tampered product or packaging
✅ Missing items from your order
Non-Eligible Conditions
❌ Opened/ used/ altered products
❌ Missing original packaging (labels, mono cartons, etc.)
❌ Requests raised after 7 days (or 2 days for damage/missing items)
❌ Products without valid proof of issue
Cancellations
- You may cancel your order anytime until it is marked as “Ready to Ship.”
- Simply use the Cancel button under “My Account” > “Order Details.”
- Refunds for cancelled prepaid orders will be processed to the original payment source within 7 business days.
Note: Dr. Sufi’s Wellness reserves the right to cancel any order without prior confirmation. We may verify orders through phone/email before dispatch.
Refunds
- Prepaid Orders: Refunded to original payment method within 7 business days.
- Cash on Delivery Orders: Customers need to provide bank details for the refund.
- Return Refunds: Processed only after product reaches our warehouse and passes quality checks. This may take up to 14 days after pickup.
Partial Returns
Yes, you may return selected items from your order as long as they meet the return eligibility criteria.