Khataas Mithaas
Refund Policy
Because our pickles, dates, and Chuhara are handcrafted, food-grade products, our refund policy is built around food safety, quality, and fairness — to you and to the Heritage Keepers who prepare every order by hand. This policy explains when a refund, replacement, or exchange applies, and how to request one.
Our Approach to Refunds
We want every order to arrive exactly as it should — fresh, sealed, and prepared with the same care we would want for our own families. If something goes wrong, we will make it right. At the same time, because our products are food items prepared in small batches, certain conditions apply that are standard across the food industry, explained below.
Eligible for Refund, Replacement, or Exchange
You may request a refund, replacement, or exchange if your order arrives:
- Damaged (broken jar, crushed box, or damaged packaging)
- Leaking (oil or product has leaked during transit)
- Incorrect (wrong product, flavour, or size sent)
- Incomplete (missing item(s) from your order)
- Spoiled or showing visible quality issues on arrival
Please contact us within 24 hours of receiving your parcel, in line with our Shipping Policy, and share:
- Your order number
- Photographs of the parcel and the product
- A brief description of the issue
Once reviewed, we will offer a replacement, exchange, or refund — whichever best resolves the issue.
Not Eligible for Refund
As a food brand, we're unable to accept returns or offer refunds in the following cases, for hygiene and food safety reasons:
- The jar, box, or packaging has been opened and the product has been used or tasted, unless the issue is a genuine quality or safety concern
- Change of mind after the order has been dispatched
- Requests made after 24 hours of delivery, without a valid quality or safety concern
- Minor natural variations in colour, texture, or spice level, which are normal in handcrafted, small-batch products and do not indicate a defect
- Orders lost or delayed due to an incorrect address or contact number provided at checkout (see our Shipping Policy)
Order Cancellations
You may cancel your order for a full refund if it has not yet been processed or dispatched. Once your order has been handed to our Heritage Keepers for packing, or handed to the courier, it can no longer be cancelled, as our products are prepared fresh, in small batches, specifically for confirmed orders.
To cancel an order, please contact us as soon as possible with your order number.
Refund Method & Timeline
- Orders paid online (card/bank transfer): refunded to the original payment method within 7–10 business days of approval.
- Orders paid via Cash on Delivery (COD): refunded via bank transfer or JazzCash/EasyPaisa to the details you provide, within 7–10 business days of approval.
You will receive a confirmation message once your refund has been processed.
Replacement Instead of Refund
For most issues — particularly damaged or leaking jars — our first step is to offer a free replacement rather than a refund, so you still receive the product you ordered. A refund is offered when a replacement isn't possible (e.g. the item is out of stock) or when you prefer a refund instead.
Refunds on Failed or Returned Deliveries
If your order is returned to us because of an incorrect address, an unreachable contact number, or a refused delivery without a valid product issue, the original shipping charges are non-refundable, in line with our Shipping Policy. The product cost may be refunded once the returned parcel is received and inspected, minus any applicable shipping and handling costs.
How to Request a Refund
Please reach out to us with your order number, photographs (where applicable), and a brief description of the issue, through:
Phone / WhatsApp: +92 313 338 7747
Email: khataasmithaas@gmail.com
Website: www.khataasmithaas.com
Our Promise
Every order that reaches you should feel exactly as it left our kitchen — fresh, sealed, and prepared with care. If it doesn't, we want to know, and we will make it right.