Shipping & Return Policy

1) Who We Are

Pasanka (Pvt) Ltd (“Pasanka”, “we”, “our”, “us”) manufactures and exports dehydrated organic herbs, spices, and fruit products. We ship globally where permitted by applicable laws and carrier networks. By placing an order, you agree to the terms below.

2) Order Processing & Handling Times

• Processing time: 1–3 business days for in stock items, excluding weekends/public holidays.
• Cut off time: Orders received after 14:00 local time process the next business day.
• Verification: We may conduct fraud, address, and compliance checks. Orders may be placed on hold pending identity verification or regulatory clearance.
• Backorders/Pre orders: We’ll email an estimated dispatch date; you may cancel prior to shipment for a full refund.

3) Packaging, Quality & Organic Integrity

• Products are packed in food grade, moisture barrier packaging (e.g., foil pouches or multilayer bags) to preserve quality.
• Bulk and retail packs are heat sealed and labeled with batch number, manufacturing/packing date, and best before date.
• For organic products, we maintain segregation and traceability to protect organic integrity.
• Temperature exposure is generally not critical for dehydrated products; however, we protect against humidity and contamination. Please store in a cool, dry place.

4) Shipping Destinations & Restrictions

• Where we ship: Worldwide, except to countries restricted by carriers, sanctions, or import regulations.
• Regulatory compliance: The buyer is responsible for ensuring the products are permissible to import in the destination country (e.g., food imports, organic labeling, ingredient restrictions).
• Prohibited addresses: We do not ship to PO Boxes where carriers disallow it, freight forwarders that don’t accept food, or locations failing carrier validation.
• Remote areas: Delivery may require additional time and charges. We’ll notify you before dispatch if applicable.

5) Shipping Options, Costs & Delivery Estimates

• Carriers: DHL / UPS / FedEx / EMS / Domex.
• Service levels:
  • Express: 3–7 business days (major cities).
  • Standard: 7–14 business days (subject to route capacity).
• Rates: Calculated at checkout by weight/volume, destination, and service.
• Tracking: A tracking number is provided upon dispatch.
• Delivery timelines: Estimates exclude customs clearance and unforeseen carrier delays.
• Split shipments: For large/mixed orders, items may ship in multiple parcels at no extra cost to you (unless otherwise stated).

6) Customs, Duties & Taxes (International Orders)

• Orders are shipped DAP / DDU (Delivered At Place / Duties Unpaid) unless otherwise agreed.
• Recipient (buyer) pays applicable import duties, VAT/GST, brokerage, and clearance fees directly to customs/carriers upon arrival.
• Customs delays or inspections may extend delivery times. We are not liable for such delays.
• If a parcel is refused or returned due to unpaid duties or import non-compliance, we can refund the product price only (excluding outbound shipping and any return or destruction fees) if the goods are returned to us unopened, intact, and resaleable. See Section 9.

7) Delivery Issues: Lost, Delayed, or Damaged Parcels

• Tracking shows delivered, but not received:
  • Check with household, neighbors, and property management.
  • Contact the carrier and then email us at [email protected] within 7 calendar days of the delivery scan.
• Transit damage or shortages:
  • Photograph the outer carton, shipping label, inner packaging, and product; retain all materials.
  • Notify us within 7 calendar days of delivery at [email protected] with your order number and photos.
  • We’ll file a claim with the carrier and arrange a replacement or refund as appropriate.

8) Product Quality Concerns (Not Carrier Damage)

• If you believe a product is defective, contaminated, incorrect, or not as described, contact us within 30 calendar days of delivery with order number, batch/lot number, and clear photos.
• We may request the return of the product for evaluation. If confirmed, we’ll offer replacement, store credit, or refund (including reasonable return shipping where we authorized the return).

9) Returns & Refunds (Change of Mind)

Because our products are food items, return eligibility is limited to protect consumer safety and product integrity.

• Return eligibility
  • Unopened, sealed, and resaleable products may be returned within 14 calendar days of delivery (unless a longer period is required by local consumer law).
• Non returnable:
  • Opened or unsealed food products.
  • Items not in their original packaging or missing labels/batch codes.
  • Clearance or final sale items (clearly marked as such).
  • Customized/private label orders (unless defective).
• How to return:
  • 1. Email [email protected] with your order number, SKU(s), quantity, and reason.
  • 2. Wait for a Return Merchandise Authorization (RMA) and instructions.
  • 3. Ship the item(s) back using a trackable service within 7 days of RMA issuance.
• Return shipping costs:
  • For change of mind returns, the buyer pays return shipping.
  • For our error or defective products, we cover return shipping if we request the return.
• Restocking fee: Up to 10% may apply to change of mind returns to cover inspection and reconditioning, where permitted by law.
• Refund method & timing: Refunds are issued to the original payment method within 7–10 business days after we receive and inspect the return. Shipping fees are non refundable unless the return is due to our error.

10) Exchanges

• We offer exchanges for the same item if available (e.g., same product, different pack size) for unopened items within the timeframes above. If the requested item is unavailable, we’ll process a refund instead.

11) Incorrect or Missing Items

• If you receive the wrong item or an item is missing, contact us within 7 calendar days of delivery with photos of the packing slip and products. We’ll promptly reship the correct/missing items or issue a refund.

12) Refused, Unclaimed, or Undeliverable Orders

• If a parcel is refused, unclaimed, or undeliverable due to incorrect address, unpaid duties, or failed delivery attempts, it may be returned, destroyed, or abandoned by the carrier/customs.
• If returned to us in unopened, resaleable condition, we’ll refund the product price (excluding outbound shipping and return/destruction/storage fees). If not returned or returned unsaleable, no refund is due.

13) Bulk, B2B & Custom/Private Label Orders

• Lead times and Incoterms may differ (e.g., FOB, CIF, DAP by agreement).
• Bulk and custom orders follow separate contracts; this policy applies only to consumer ecommerce orders unless otherwise stated in writing.

14) Compliance, Certifications & Documentation

• On request and where applicable, we can provide Certificates of Analysis, Organic Certificates, Allergen Declarations, Ingredient Lists, and MSDS (where relevant).
• Certain destinations require import permits, health certificates, or prior notices. The buyer is responsible for obtaining required permits and for any destination specific labeling constraints.

15) Allergy & Safety Notice

• Our products are single ingredients or simple blends of dehydrated botanicals and fruits. While we follow strict hygiene controls, products may be processed in facilities that also handle common allergens (e.g., sesame, mustard, tree nuts) unless otherwise certified and indicated.
• Always review labels and consult your healthcare professional if you have allergies, are pregnant/nursing, or have medical conditions.

16) Force Majeure

We are not liable for delays or non performance due to events beyond our reasonable control (e.g., extreme weather, natural disasters, strikes, war, sanctions, epidemics, port closures, regulatory holds).

17) How to Contact Us

• Customer Support: [email protected]
• Returns: [email protected]
• Phone/WhatsApp: +94 773431433
• Business Hours: Mon–Fri, 9:00–17:00, local time

18) Policy Changes

We may update this policy from time to time. Changes become effective on the “Effective date” above. Please review before placing new orders.