Shipping and Return Policy

At Jenpharm we are committed to fast, reliable delivery, and to making returns straightforward when something is not right.

Shipping

• Order processing: all orders are processed within 24 hours of receipt, excluding weekends and holidays.
• Estimated delivery: Lahore orders are usually delivered within 2 to 3 days, and the rest of Pakistan within 3 to 5 days. You will receive an email with tracking information once your order has shipped.
• Order tracking: you can track the status of your order at any time by contacting us on our social media platforms.
• Deliveries can take up to 5 to 7 days during sale days.

Returns, Refunds and Replacements

What is your refund, return and replacement policy?

We accept complaints within 10 to 15 days of delivery. We offer both refund and replacement depending on the issue. Processing takes 5 to 7 working days.

How do I request a refund or replacement?

Just contact us with your order number and details of the issue. Our rider will pick up the product from you. Once we inspect it, we'll process your refund or send a replacement.

What if there is a quality issue like texture, smell, or effectiveness?

Please share the batch number, expiry date, order details, and photo or video evidence. We'll verify and proceed with a replacement or refund accordingly.

What if my product is damaged, broken, or leaked?

Please share your order number and a photo or video of the damaged product and its packaging. We'll arrange pickup and send a replacement.

Can I get a replacement if I ordered the wrong product or ordered by mistake?

Yes. For replacements or returns without any product issue, the product must be sealed, unused, and in its original box. A replacement or return charge will apply.

Are there any charges for a refund or replacement?

Yes, Rs. 200 return or replacement charges apply in most cases. For some cases, additional charges may apply depending on the situation.

How long will the process take?

Once we receive the product, the inspection and processing will take 5 to 7 working days. After approval, refunds are sent to your JazzCash, EasyPaisa, or bank account.

How will the pickup work?

Our rider will come to collect the product. For replacements, the rider can deliver the new product at the same time.