ORDER & RETURN POLICY 

Introduction
We want you to feel confident when shopping with Medibase. Our Order & Return Policy explains how orders are placed, handled, delivered, and—if necessary—returned or exchanged. We strive to make this process simple and customer-friendly.

1. Placing an Order

Orders can be placed directly through our website using:

• Mobile
• Desktop
• Tablet

To ensure successful delivery, please provide accurate:

• Full name
• Delivery address
• Phone number
• Email address

Any incorrect or incomplete information may delay your order.

2. Order Confirmation

After placing an order, you will receive a:

• Confirmation email or SMS
• Summary of items purchased
• Estimated delivery time
• Order tracking link once dispatched

If you do not receive confirmation within 30 minutes, contact support.

3. Changing or Cancelling Orders

Orders can be changed or canceled only before dispatch.
Once a parcel is shipped, modifications cannot be made.

To request a change:
Email us at support@medibase.pk with your Order ID.

4. Return & Refund Eligibility

We accept returns under the following conditions:

• The product is unopened, unused, and in its original packaging
• The return request is made within 7–14 days of delivery
• The item is not expired, damaged, or altered
• The customer has proof of purchase

Items that cannot be returned include:

• Opened or unsealed supplements
• Products damaged due to misuse or improper storage
• Items purchased from unauthorized sellers
• Free gifts or promotional items

5. Return Process

To initiate a return:

1. Contact our customer care team with your Order ID
2. Provide photos if required
3. Ship the product back using the method provided
4. Once inspected, we will confirm approval or rejection

Approved returns are refunded to your original payment method.

6. Refund Timeframes

Refunds typically take:

• 2–5 business days for mobile wallet payments
• 5–7 business days for bank transfers
• Immediate for cash refunds at store locations (if applicable)

Processing times may vary depending on payment provider.

7. Exchanges

You may request an exchange if:

• You received a defective item
• You received the wrong product
• Your order was damaged during transit

We aim to resolve exchange requests as quickly as possible.

8. Order Issues & Support

If you face:

• Missing items
• Wrong items
• Delayed deliveries
• Courier issues
• Payment problems

Contact us immediately at support@medibase.pk.
Our team will investigate and provide solutions promptly.