RETURN & REFUND Policy

Last Updated: September 15, 2026

At TrueRock Salt, we want you to be satisfied with your purchase. We carefully check our products before dispatch, but if you receive a damaged, incorrect, or defective product, we are here to help.

This Refund & Return Policy explains when products may be returned, exchanged, or refunded.

1. Eligibility for Returns

Because our products are primarily food and consumable products, returns are generally not accepted once a product has been opened, used, consumed, or tampered with.

However, you may contact us if you receive:

A damaged product
The wrong product
A defective or unusable product
A product that appears to have been damaged during delivery
A product with a verified quality or packaging issue

All return or refund requests are subject to review and approval.

2. Time Limit for Reporting an Issue

If there is a problem with your order, please contact us within 48 hours of receiving the package.

To help us process your request quickly, please provide:

Your order number
Your name
Phone number
Description of the issue
Clear photographs of the product
Photographs of the packaging and shipping label, where applicable
Video evidence where reasonably requested

Requests submitted after the applicable reporting period may not be accepted.

3. Damaged Products

If your product arrives damaged, please take photographs of the package and product before disposing of anything.

If the damage appears to have occurred during shipping, we may require photographs or other evidence to investigate the issue with the courier.

Depending on the circumstances, we may offer:

A replacement product
A refund
Store credit
Another appropriate resolution

The final resolution will be determined after reviewing the claim.

4. Wrong Product Received

If you receive a product that is different from the product you ordered, please contact us within 48 hours.

After verification, we may arrange for the incorrect product to be returned and provide:

The correct product, or
A refund for the affected product

Where the incorrect product was sent due to our error, reasonable return or replacement arrangements will be handled by TrueRock Salt.

5. Defective or Quality Issues

If you believe that a product has a genuine quality issue, please contact us as soon as possible.

We may request photographs, videos, batch information, packaging details, or other information necessary to investigate the issue.

If the issue is verified, we may provide a replacement or refund at our discretion and subject to applicable law.

6. Food & Consumable Products

For hygiene, safety, and quality reasons, opened, used, consumed, or tampered-with food products are generally not eligible for return or exchange.

This includes products where:

The packaging has been opened
The product has been partially consumed
The product has been mixed with another substance
The product has been contaminated after delivery
The product has been improperly stored
The product has been damaged after delivery through customer handling

This restriction does not affect your rights where a product is defective, unsafe, incorrectly supplied, or otherwise covered by applicable consumer protection laws.

7. Change of Mind

We generally do not accept returns simply because a customer has changed their mind or no longer wants the product, particularly where the product is a food or consumable item.

Please carefully review the product description, quantity, size, and other information before placing your order.

8. Incorrect Delivery Information

Customers are responsible for providing a complete and accurate delivery address and contact information.

TrueRock Salt may not be responsible for additional delivery costs or losses resulting from:

Incorrect address
Incomplete address
Incorrect phone number
Customer being unavailable to receive the order
Customer refusing a confirmed delivery
Failure to respond to courier calls

If an order is returned to us because of incorrect information provided by the customer, additional charges may apply if the customer requests another delivery attempt.

9. Refunds

If your refund request is approved, the refund amount will generally relate to the affected product or order portion.

Depending on the circumstances, refunds may be issued through the original payment method or another reasonable method agreed upon by TrueRock Salt.

For Cash on Delivery orders, we may request appropriate information from the customer to process an approved refund.

Refund processing times may vary depending on the payment method and payment provider.

10. Shipping Charges

If a return, replacement, or refund is approved because TrueRock Salt sent the wrong product or a product was received damaged or defective, reasonable shipping costs may be covered by TrueRock Salt.

If a return is approved for another reason, the customer may be responsible for applicable return shipping costs.

Original shipping charges may not be refundable unless the return or refund is due to an error or issue attributable to TrueRock Salt or otherwise required by applicable law.

11. Exchanges & Replacements

Where appropriate, TrueRock Salt may offer a replacement instead of a refund.

Replacement availability depends on stock.

If the same product is unavailable, we may offer:

A different product of comparable value
Store credit
A refund

The available option will depend on the circumstances of the claim.

12. Products That Cannot Be Returned

The following products generally cannot be returned unless they are damaged, defective, incorrectly supplied, or otherwise covered by applicable law:

Opened food products
Used food products
Partially consumed products
Products damaged through customer misuse
Products improperly stored after delivery
Products contaminated after delivery
Products returned without their original packaging where the packaging is required to verify the claim

13. Promotional & Discounted Products

Products purchased during promotional campaigns, clearance sales, bundle offers, or discounted promotions may be subject to additional return or refund conditions.

Any special conditions applicable to a promotion will be communicated at the time of purchase.

14. Refund Processing

Once a return or refund request has been approved, we will inform you of the next steps.

Depending on the circumstances, processing may require verification of the returned product or supporting evidence.

Refunds may take additional time to appear in your account depending on your bank, payment provider, or financial institution.

15. Fraudulent or Abusive Claims

TrueRock Salt reserves the right to investigate refund and return requests.

We may refuse a claim where there is reasonable evidence of:

Fraud
Intentional product damage
Repeated abusive return requests
False or misleading information
Unauthorized use or alteration of products

This does not affect any rights available to customers under applicable law.

16. How to Request a Return or Refund

To request a return, replacement, or refund, contact TrueRock Salt through the contact information provided on our website.

Please include:

Order Number:
Customer Name:
Phone Number:
Product Name:
Reason for Request:
Photographs/Videos:

Our team will review your request and contact you regarding the next steps.

17. Contact Us

For questions regarding returns, refunds, replacements, or damaged products, please contact us.

TrueRock Salt
Pakistan

Email: [Your Email Address]
Phone / WhatsApp: [Your Contact Number]

18. Policy Updates

TrueRock Salt may update this Refund & Return Policy from time to time.

Any changes will be published on this page with an updated Last Updated date.

We recommend reviewing this page before making a purchase.

By placing an order through the TrueRock Salt website, you acknowledge that you have read and understood this Refund & Return Policy.