Refund & Return Policy

Effective Date: March 2026

At Premium Natural, we aim to provide high-quality natural hardwood BBQ charcoal products and ensure customer satisfaction with every order. This policy outlines the conditions under which returns, replacements, or refunds may be processed.

Return Eligibility

Customers may request a return or replacement within 7 days of receiving the order if:

  • The product received is damaged during delivery

  • The product delivered is incorrect

  • The package is defective or unusable

To qualify for a return, the product must:

  • Be unused and in its original packaging

  • Be returned with proof of purchase (order number or receipt)

Non-Returnable Items

For hygiene and safety reasons, certain products may not be eligible for return once opened or used. These include:

  • Opened charcoal bags

  • Products that have been partially used

  • Products damaged due to improper handling after delivery

Refund Process

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed within 5–7 business days

  • The refund will be issued through the original payment method where possible

Shipping charges are generally non-refundable, unless the return is due to our error.

Replacement Policy

If a product arrives damaged or incorrect, we may offer a replacement instead of a refund, depending on product availability. Our support team will guide you through the replacement process.

Return Shipping

Customers may be responsible for return shipping costs unless the return is due to:

  • Incorrect item sent by us

  • Product damaged during delivery

We recommend using a trackable shipping service when returning products.

Order Cancellations

Orders may be cancelled before they are shipped by contacting our support team. Once an order has been dispatched, cancellation may not be possible and the return process will apply instead.

Need help?

Contact Us

If you need assistance regarding a return or refund request, please contact our support team:

Email: info@premiumnatural.pk
Website: https://premiumnatural.pk

Please include your order number and product details when submitting a request.