Refund policy

Refund Policy

At Neoza, we strive to ensure your complete satisfaction with our dried fruit products. However, we understand that there may be occasions when a return or refund is necessary. Please review our refund policy below:

  1. Return Policy Duration:

    • We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

    • Items are eligible for return or exchange only within 7 days from the date of delivery for damaged or defective products.

  2. Eligibility for Return:

    • To be eligible for a return, your item must be in the same condition that you received it: unopened, undamaged, and in its original packaging.

    • You will also need the receipt or proof of purchase.

    • Certain items such as perishable goods (including dried fruits), custom products, and hazardous materials cannot be returned. Sale items and gift cards are also non-returnable.

  3. How to Start a Return:

    • To start a return, please contact our customer care team at +92 423 6299511 or email us at forest@neoza.co.

    • Returns should be sent to the following address: Sundar Industrial Estate, Lahore 54600, Pakistan.

    • If your return is accepted, we’ll provide you with a return shipping label and instructions on how and where to send your package.

    • Items sent back to us without first requesting a return will not be accepted.

  4. Damages and Issues:

    • Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This allows us to evaluate the issue and make it right.

  5. Refund Processing:

    • Refunds will be processed within 5-7 business days after we receive and inspect the returned item.

    • Refunds will be issued via bank transfer or as a store voucher code, depending on the customer’s preference.

    • Refunds will cover only the product value and not any shipping charges incurred.

    • If more than 15 business days have passed since we’ve approved your return and you have not received your refund, please contact us at +92 423 6299511 or email us at forest@neoza.co.

  6. Shipping Costs:

    • The shipping cost for returning items is the responsibility of the customer, except in cases where the product received was defective or incorrect due to our error.

    • Original shipping costs are non-refundable.

    • For exchanges, the customer is responsible for the delivery charges for the exchanged item.

    • Neoza uses TCS services for its delivery. See the charges at the TCS Rate Calculator.

  7. Exchanges:

    • The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

  8. Contact Information:

    • For any concerns or assistance regarding refunds or exchanges, please contact our customer care team at +92 423 6299511 or email us at forest@neoza.co.

We appreciate your understanding and cooperation in adhering to our refund policy.