Refund & Exchange Policy

Last updated: 29 October 2026

This page explains when KhalisPack will exchange an item and how to ask for one. Our products are fresh and frozen food, so please read it before you order.

Exchange only

We offer exchange only. We do not give cash refunds. If an item is eligible, we will replace it with the same product, or with another product of the same value if the original is not available.

When you can ask for an exchange

You can ask for an exchange if your order arrives:

• damaged or leaking
• thawed or spoiled (frozen items)
• incorrect, meaning not what you ordered
• incomplete, meaning an item is missing

We cannot exchange an item because of a change of mind, or because the taste or sweetness was not to your liking.

Time limit

Your exchange request must be made within 10 hours of receiving the order. Requests made after that cannot be accepted, because food and frozen products cannot be checked once time has passed.

How to request an exchange

Message us on WhatsApp on 0334 104 9000 with:

• your order details or receipt
• clear photos of the item and the packaging
• a short note about what is wrong

We will check your request and confirm the exchange with you on WhatsApp.

Condition of the items

Items must be in their original packed condition and must not be modified, cooked or partly used. Please keep frozen items in the freezer after delivery until we reply, and keep the packaging and your receipt. No exchange is possible without the receipt or order details.

Cancellations

You can cancel an order for free before it is dispatched by messaging us on WhatsApp. Once an order is out for delivery, it can no longer be cancelled. See our Terms & Conditions.

Delivery of the exchange

Exchanged items are delivered in Lahore in the same way as normal orders. If the problem was our mistake, we will not charge you again for delivery. See our Delivery Terms.

Contact us

Questions about exchanges? WhatsApp or call 0334 104 9000.