Refund policy

Return & Refund Policy

At Sewak Tybah, we take pride in the quality, freshness, and careful preparation of our products. We want every customer—whether purchasing individually or through a wholesale arrangement—to receive their order in excellent condition and feel confident shopping with us.

Retail Returns

If you are not satisfied with a retail order, you may request a return within 7 days of receiving your order.

To be eligible for a return, the item must:

Be unused, unopened, and in its original condition.
Remain in its original packaging with all seals intact.
Include proof of purchase or the relevant order number.

Because Miswak, natural oils, and certain personal-care products are hygiene-sensitive items, opened, used, unsealed, or damaged-after-delivery products cannot normally be returned, unless the item was defective, damaged during delivery, or incorrectly supplied by Sewak Tybah.

Damaged, Defective, Missing or Incorrect Orders

Please inspect your order as soon as it arrives.

If you receive an item that is damaged, defective, missing, or different from what you ordered, please contact us as soon as possible, preferably within 48 hours of delivery.

Please provide:

Your order number or wholesale invoice/reference number
A brief description of the issue
Clear photographs or video showing the product, packaging, and any visible damage

Once the issue has been reviewed and verified, Sewak Tybah may arrange a replacement, exchange, partial refund, or full refund, depending on the circumstances and product availability.

Wholesale & Bulk Orders

Wholesale, reseller, distributor, retailer, and other bulk orders may be subject to additional terms agreed upon during the Wholesale Enquiry and order-confirmation process.

Because wholesale orders may involve larger quantities, special pricing, reserved inventory, custom packing, or products prepared specifically for the buyer, the standard 7-day retail return policy does not automatically apply to wholesale orders.

Unless otherwise agreed in writing:

Confirmed wholesale or bulk orders are generally non-returnable for change of mind.
Wholesale products cannot be returned simply because stock did not sell, customer demand changed, or the buyer ordered more quantity than required.
Custom-packed, specially prepared, private-label, personalised, or specially sourced wholesale products are generally non-returnable and non-refundable once production, preparation, or procurement has started.
Wholesale buyers should inspect all products promptly after delivery.
Any claim involving damaged, defective, missing, or incorrect wholesale products should preferably be reported within 48 hours of delivery.
Sewak Tybah may request photographs, videos, packaging evidence, quantity details, batch information, or other reasonable supporting information before approving a claim.

Where a valid wholesale claim is confirmed, Sewak Tybah will work with the buyer to provide an appropriate solution, which may include replacement stock, credit toward a future order, exchange, partial refund, or refund depending on the circumstances.

Any specific written terms agreed upon for an individual wholesale order will take priority over the general wholesale provisions contained in this policy.

Non-Returnable Items

For hygiene, safety, and quality-control reasons, we cannot normally accept returns for:

Opened or used Miswak
Opened or used natural oils
Products with broken or removed seals
Products damaged through misuse, improper handling, or improper storage
Products that have been altered, repackaged, or modified after delivery
Items returned without their original packaging
Custom, personalised, private-label, or specially prepared wholesale products
Items purchased from sellers, marketplaces, websites, or third parties other than Sewak Tybah

These restrictions do not remove your right to contact us where an item arrived damaged, defective, missing, or incorrect.

Refunds

Once an eligible returned item or approved claim has been received and reviewed, we will notify you whether your refund has been approved.

If approved, the refund will be processed using an appropriate payment method.

For Cash on Delivery (COD) orders, we may request your bank account, Easypaisa, JazzCash, or other supported payment details so that the refund can be transferred securely.

For wholesale orders, refunds may be processed according to the payment method and commercial terms agreed upon for that particular order.

Once approved, refunds will be initiated as soon as reasonably possible. The time required for the amount to reach you may vary depending on the payment method, bank, financial institution, or payment provider.

Return Shipping & Delivery Charges

Original delivery or shipping charges are generally non-refundable.

For eligible retail returns that are not caused by an error on our part, the customer is normally responsible for the cost of returning the product.

However, if the return or claim is due to:

A damaged product
A defective product
A missing item
An incorrect item supplied by Sewak Tybah

we will work with you to arrange an appropriate resolution, which may include covering reasonable return shipping costs where applicable.

For wholesale and bulk orders, return freight, courier charges, collection costs, and replacement shipping arrangements will be determined based on the circumstances of the claim and any terms agreed upon before the order was confirmed.

Retail Order Cancellations

Retail orders may be cancelled within 1 hour of placing the order, provided the order has not already been fulfilled, packed, processed, or dispatched.

After the 1-hour cancellation period, we may begin preparing the order for shipment and cancellation may no longer be possible.

If an order has already been shipped, the standard return conditions outlined in this policy will apply.

Wholesale Order Cancellations

Wholesale or bulk-order cancellation requests should be submitted as soon as possible and before the order is confirmed or processing begins.

Once a wholesale order has been confirmed and Sewak Tybah has begun reserving stock, sourcing products, packaging, preparing goods, arranging custom requirements, or processing dispatch, cancellation may no longer be possible.

Any deposit, advance payment, or other amount paid toward a customised or specially prepared wholesale order may be non-refundable where costs have already been incurred.

Any cancellation terms specifically agreed upon in writing for a wholesale order will take priority.

Exchanges

Eligible retail products may be exchanged where appropriate and subject to product availability.

For hygiene-sensitive products, exchanges are only available where the product remains unused, unopened, sealed, and in its original condition, unless the item was damaged, defective, missing, or supplied incorrectly.

Wholesale exchanges will be handled on a case-by-case basis according to the nature of the order, product condition, quantities involved, and any previously agreed wholesale terms.

Restocking Fees

Sewak Tybah currently charges no standard restocking fee for eligible retail returns.

Wholesale and bulk orders are handled separately. Where exceptional wholesale returns are approved, any applicable handling, repacking, collection, or logistics costs will be communicated and agreed upon before the return is processed.

Wholesale Enquiries

Businesses, retailers, distributors, resellers, and other commercial buyers interested in purchasing Sewak Tybah products in larger quantities should submit their requirements through our Wholesale Enquiry page.

Submitting a wholesale enquiry does not automatically create or confirm an order. Pricing, quantities, product availability, shipping, payment terms, and any specific return or cancellation conditions may be discussed and agreed upon before a wholesale order is confirmed.