Policies

Return & Refund Policy

Our products are food and personal-care items made in small batches, so we can't take back items just because of a change of mind. But if something reaches you damaged, spoiled or wrong, we will put it right quickly and fairly.

At a glance

1. What is covered

• Damaged or leaking in transit - broken jar or bottle, spilled oil, ghee or pickle, crushed or opened packaging.
• Quality problem - the product is spoiled, stale, contaminated or clearly not as described.
• Wrong item or wrong size - what arrived is different from what you ordered (for example 500g instead of 1kg).

2. What is not covered

• Change of mind, or not liking the taste, smell or texture once the product is as described.
• Natural variation that is normal for handmade products - for example ghee changing texture or colour with temperature, a layer of oil on top of pickles, or natural sediment in herbal oils.
• Damage or spoilage caused after delivery, such as wrong storage or contamination from wet spoons.
• Claims reported more than 48 hours after delivery, or without the photos or video we ask for.
• Orders returned or refused because of a wrong address, wrong phone number, or nobody being available to receive them.
• Individual results or reactions. Hair-oil results differ from person to person. If you have a skin reaction, stop using the product and message us; we review these case by case.

3. How to make a claim

1. Message us within 48 hours of delivery on WhatsApp 0347-7050687 (or email customer.care@mmnatural.com), with your name, phone number and order details.
2. Send proof - clear photos of the parcel, the product and its label. A short unboxing video is best for leaks and breakage.
3. We review it and aim to reply the same day.
4. You choose a replacement or a refund once your claim is approved.

For food and oil items we normally don't ask you to send the product back. If we do need it back, we arrange the pickup and pay for it.

4. Refunds

• Approved refunds are processed within 4 days of delivery.
• Refunds go back through the method you paid with - JazzCash, Easypaisa or bank transfer. If you'd like it sent to a different account, tell us on WhatsApp.
• If the claim covers your whole order, the delivery charge is refunded too. If it covers only some items, the refund covers those items.
• We'll message you on WhatsApp as soon as the refund has been sent.

5. Replacements

Approved replacements are sent at our cost and are subject to stock. If we can't replace the item, we'll refund you instead.

6. Cancelling an order

You can cancel any time before your order is dispatched by messaging us on WhatsApp. Your advance payment will be refunded within 4 days. Once an order has been dispatched it can't be cancelled, but the claim rules above still apply on delivery.

Terms & Conditions

These terms apply to every order placed on this website or through WhatsApp with MM Naturals, a home-based business in Bahawalpur, Punjab, Pakistan. By placing an order you confirm that you have read and agree to them.

1. About us

MM Naturals makes herbal hair oil, desi ghee and related natural products at home, in small batches, using our family's traditional recipes. You can reach us on WhatsApp at 0347-7050687.

2. Products

• Our products are handmade and natural, so colour, texture, aroma and taste can vary slightly from batch to batch. This is normal and not a defect.
• Product photos are for illustration. Packaging may differ slightly from what is shown.
• Our hair oils are cosmetic products and our foods are everyday foods. Nothing on this website is medical advice, and we don't claim to treat or cure any condition.
• Do a patch test before using any herbal oil. If you are pregnant, nursing, allergic to any ingredient or under medical care, check with your doctor first.

3. Prices

All prices are in Pakistani Rupees (PKR). We may change prices or products at any time; the price shown when you place your order is the price you pay.

4. Placing and confirming an order

• Submitting the order form is a request to buy, not a finished contract.
• Your order is accepted when we confirm it with you on WhatsApp and receive your advance payment.
• We may decline or cancel an order - for example if an item is out of stock, the address can't be reached, or we can't confirm the details with you. If we cancel after you've paid, you get a full refund within 4 days.

5. Payment

• All orders are paid in advance. We do not offer cash on delivery.
• You can pay by JazzCash, Easypaisa or bank transfer. Account details for advance payment will be provided on WhatsApp while we confirm your order.
• Please send us a screenshot of your payment. We prepare and dispatch your order once the payment is confirmed.
• Always pay to the account details given to you on WhatsApp by our official number, 0347-7050687. We will never ask you for your PIN, password or OTP.

6. Delivery

Standard and Express delivery are available for all cities across Pakistan.

• Delivery times are estimates, counted from payment confirmation. Courier delays, weather, holidays and other things outside our control can affect them.
• Please give a complete address and a phone number or WhatsApp that works. Orders can't be delivered if the courier can't reach you.
• Please check your parcel when it arrives and message us within 48 hours if there is a problem (see the Return & Refund Policy above).

7. Returns and refunds

Our Return & Refund Policy forms part of these terms. In short: report a problem within 48 hours of delivery, and approved refunds are processed within 4 days of delivery.

8. Your responsibilities

• Give us accurate name, phone, address and order details.
• Store products as described on the label - cool, dry and away from direct sunlight unless it says otherwise - and use clean, dry utensils.
• Use products as intended and keep them away from children where appropriate.

9. Website use and ownership

The MM Naturals name, logo, photos, text and design belong to MM Naturals. Please don't copy or reuse them without our written permission. Please don't misuse the website, attempt to break into it, or submit false orders.

10. Limit of our responsibility

We take care in making and packing every order. To the extent the law allows, our responsibility for any order is limited to the price you paid for the affected products. This does not limit any right you have under law that can't be excluded.

11. Governing law and disputes

These terms are governed by the laws of Pakistan, including the Contract Act, 1872 and, where applicable, the Punjab Consumer Protection Act, 2005. If you have a complaint, please message us first so we can fix it; most issues are settled that way. If a dispute can't be settled, the courts at Bahawalpur have jurisdiction.

12. Changes to these terms

We may update these terms and policies from time to time. The version on this page when you place your order is the one that applies to that order.

13. Contact

Official contact number (call or WhatsApp): 0347-7050687

Email: customer.care@mmnatural.com

Bahawalpur, Punjab, Pakistan

Privacy

• What we collect: the name, phone number, city, address and order notes you enter at checkout, plus your payment screenshot if you send one on WhatsApp.
• Why: only to confirm, pack, deliver and support your order, and to process refunds.
• Who sees it: we share your name, phone and address with the courier so they can deliver. We do not sell your details or use them for other businesses.
• Where it's kept: checkout details are received through our website's order form and kept in our private order inbox. Your cart is saved only in your own browser.
• Your choice: ask us on WhatsApp or by email any time to correct or delete your details, and we'll do so unless we need to keep them for an open order or a legal reason.