PKSALT Return & Refund Policy

PKSALT Return & Refund Policy

Last updated: 28th September, 2025

At PKSALT, we want every purchase to feel confident and worry-free. Our handmade products are crafted with care, and we stand behind their quality. Below you’ll find the full details of how returns, exchanges and refunds work.

1. Return Eligibility & Timeframes

We gladly accept returns that meet the conditions below:

2. Condition of Returned Items

To qualify for a return or exchange, items must be:

• Unused, in original packaging and with all accessories.
• Free of odors, stains, or damage caused after opening.
• Salt lamps: wiring and bulbs must be intact; broken bulbs due to use are not eligible.

Products not eligible for return:

• Soaps, massage stones, salt bars and other health/beauty products once used or unsealed.
• Any item that has been used or altered after delivery.

3. Refund & Exchange Options

Depending on the case and your preference, refunds may be issued as:

• Bank transfer
• Store credit / gift card
• Coupon code
• Cash pickup (where available)

Refunds are processed within 5 business days after we receive and approve the returned item. The time for funds to appear depends on the method chosen.

For replacements:

• We ship replacement items free of charge when the issue is our fault.
• If the item weighs over 1 kg and the return is for change of mind, the customer pays shipping.
• If it is PKSALT’s fault, we pay shipping in all cases.

4. Return Shipping

• For returns due to PKSALT’s fault, customers can either use a prepaid label (if provided for prepaid orders) or ship using their own courier and request reimbursement after sharing proof of payment.
• For all other cases, customers arrange tracked return shipping at their own cost.
• Lost or untracked return shipments are the customer’s responsibility.

5. Compensation Coupons (When PKSALT Is at Fault)

To acknowledge any inconvenience:

• Minor issue: 3–5% coupon
• Medium issue: 5–6% coupon
• Major issue: 10–20% coupon

Coupons can be applied to any future purchase and will be sent once the return is approved.

6. Custom & Wholesale Orders

Custom-made or wholesale orders:

• Not refundable unless items are defective or significantly different from the approved specifications.
• If materials or workmanship are defective, we will replace or correct the items.
• Example: incorrect engraving, incorrect size of a pre-agreed lamp.

7. Sale or Promotional Items

• Regular discounted items (e.g., seasonal sales): same policy as full-price items.
• Special promotional offers (e.g., Eid flash sales): eligible for return only if PKSALT is at fault.
  • For change-of-mind or no-questions returns, we offer store credit, gift card or coupon only, no cash refund.

8. How to Start a Return or Refund

1. Contact us via WhatsApp, Instagram @pksalt.co, or email info@pksalt.co with:
   • Order number,
   • Photos or a short video clearly showing the issue,
   • Your preferred refund method.
2. We will respond within 12–24 hours for general queries, and within 2 business days for complex matters.
3. If approved, we’ll provide the return instructions or courier details.

9. Special Notes

• If the return is shipped without a tracking number and is lost in transit, PKSALT cannot be held responsible.
• If only a part of an order is defective (for example: lamp is fine but bulb is faulty), we may send a replacement bulb or issue a partial refund/coupon instead of requesting the full product back.

10. Dispute Escalation

If an issue is not resolved to your satisfaction, you may escalate by contacting:

• Email: info@pksalt.co
• WhatsApp or Instagram: @pksalt.co
  We aim to resolve escalations within 72 hours.

11. Return Address

Our team will provide the return address or courier instructions when you contact us. Please do not ship items back without prior approval.

We reserve the right to modify this policy to remain compliant with evolving regulations or business needs. Any updates will be posted on this page.