Last Updated: November 17, 2025
1. General Policy Overview
Due to the nature of our products (including wellness items, supplements, and consumables), we maintain a strict quality control standard. For safety and hygiene reasons, all sales are generally considered final.
We only accept returns, refunds, or exchanges under specific conditions outlined below, primarily for products that are defective, damaged, or incorrectly shipped.
2. Conditions for Accepted Returns & Exchanges
We will accept a return or exchange only if the following conditions are met:
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Damaged or Defective Product: The item received is damaged, defective, or spoiled at the time of delivery.
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Incorrect Shipment: You received an item that is different from what you ordered (e.g., wrong size, color, or product variant).
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Unopened and Sealed: The product must be returned unused, unopened, and in its original, factory-sealed packaging. If the original packaging or seal is broken, we cannot accept the return due to quality and safety concerns.
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Time Limit: You must notify us of the issue within 48 hours of receiving your order.
3. Procedure for Initiating a Return
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Contact Us: Immediately contact our customer service team via email or WhatsApp within 48 hours of delivery:
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Email: info@wellnesslounge.com.pk
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WhatsApp: +92 333 902 8337
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Provide Details: In your message, please provide:
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Your Order Number.
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A clear description of the defect or issue.
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Mandatory Photographic Proof: Clear photographs or a short video showing the damage, defect, or the incorrect item along with the original packaging/shipping label.
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Return Approval: Our team will review your request. If approved, we will provide you with instructions on how and where to send the product back. Please do not send the item back before receiving official confirmation from us.
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Shipping Cost: If the return is due to our error (damaged/defective/wrong item), Wellness Lounge by TK will bear the cost of return shipping.
4. Refunds and Replacements
Upon receiving and inspecting the returned item:
| Condition | Resolution |
| Product is approved for return (Damaged/Wrong Item) | You will be offered a choice between a full refund or a replacement of the correct item, subject to availability. |
| Refund Processing | Refunds will be processed within 7-10 business days after the return is verified. For Cash on Delivery (COD) orders, the refund will be processed via bank transfer or equivalent digital payment method. |
| Product is NOT approved for return (Seal broken, used, or notified after 48 hours) | The item will be sent back to the customer at the customer’s expense, and no refund or replacement will be issued. |
5. Items Not Eligible for Return
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Products where the original seal, wrapper, or packaging has been opened, broken, or tampered with.
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Products returned after the 48-hour notification period.
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Products damaged due to misuse, neglect, or improper storage by the customer.
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Items purchased during a final sale or clearance event (unless defective).
6. Cancellations
Orders can only be cancelled before they are shipped. Once an order has been dispatched (you receive a tracking number), it falls under the Returns Policy, and cancellation is no longer possible.