Refund policy
Return & Refund Policy
Last Updated: 17 September 2026
Thank you for choosing Pachazo.
We want you to have a smooth and satisfactory shopping experience. Because Pachazo products are consumable wellness products, we follow specific return, replacement and refund guidelines to maintain product quality, hygiene and safety.
By placing an order on our website, you agree to the terms mentioned below.
1. Eligibility for Returns
We generally do not accept returns of products that have been opened, used, consumed or tampered with.
A return or replacement may be considered in the following situations:
You received the wrong product.
The product received is damaged.
The package was visibly damaged during delivery.
The product received is defective or has a manufacturing issue.
The product received is materially different from what you ordered.
For damaged or incorrect orders, please contact us within 48 hours of delivery.
2. Damaged or Incorrect Product
If your Pachazo order arrives damaged, leaked, broken, tampered with or incorrect, please contact our customer support team as soon as possible.
To help us process your request, please provide:
Order number
Registered mobile number or email address
Clear photographs of the outer package
Clear photographs of the product
Photographs showing the shipping label
A short description of the issue
Unboxing video, if available
We may request additional information where necessary to verify the issue.
After verification, we may offer a replacement or refund, depending on the nature of the issue.
3. Products Damaged During Shipping
If your package appears severely damaged or tampered with at the time of delivery, please take photographs before opening it.
If possible, record an unboxing video showing the package and product condition.
If the product has been damaged during transit, please contact us within 48 hours of delivery.
After reviewing the evidence, we will determine whether the order qualifies for a replacement or refund.
4. Wrong Product Received
If you receive a product different from the product mentioned in your order confirmation, please contact us within 48 hours of delivery.
After verification, we may arrange a replacement with the correct product.
If the correct product is unavailable, we may offer an appropriate refund.
5. Opened or Used Products
For hygiene, quality and product-safety reasons, opened, used or partially consumed Pachazo products are generally not eligible for return or refund.
This includes products where:
The seal has been opened.
The package has been damaged after delivery.
The product has been consumed partially or completely.
The product has been transferred to another container.
The packaging has been intentionally altered or tampered with.
6. Change of Mind / Personal Preference
Returns or refunds are generally not available simply because you changed your mind, no longer require the product, do not like the taste, or purchased the wrong product voluntarily.
Please carefully review your order details before completing your purchase.
7. Refunds
If your refund request is approved, we will initiate the refund to the original payment method, wherever technically possible.
The time taken for the refund to appear in your account may depend on your bank, card issuer or payment service provider.
For Cash on Delivery orders, we may request valid bank account or other payment details required to process the refund.
8. Refund Processing
Once your return/refund request has been approved, we will communicate the applicable refund details to you.
Refunds may be processed after the returned product, photographs, order information or other requested evidence has been reviewed, depending on the reason for the claim.
9. Shipping Charges
Where the issue is caused by an error on our part, such as sending the wrong product or delivering a damaged product, we may bear the applicable replacement shipping costs.
Shipping charges may not be refundable for orders returned due to reasons unrelated to a product defect, damage or fulfilment error.
10. Order Cancellation
If you wish to cancel your order, please contact us as soon as possible after placing the order.
Cancellation requests can only be accepted if the order has not already been processed, packed or shipped.
Once an order has been shipped, cancellation may no longer be possible.
11. Refunds for Failed or Cancelled Orders
If an order is cancelled by us or payment is successfully received but the order cannot be fulfilled, the applicable refund will be initiated through the original payment method, subject to the payment provider's processing timelines.
12. Expired or Incorrectly Stored Products
Please follow the storage instructions printed on the product packaging.
We are not responsible for product issues resulting from improper storage, exposure to excessive heat/moisture, damage caused after delivery, or use of the product contrary to the instructions provided on the packaging.
13. Non-Delivery or Lost Orders
If your order has not been delivered within the expected delivery period, please contact our customer support team.
We may investigate the shipment with the applicable logistics partner and take appropriate action based on the shipment status.
14. How to Request a Return or Refund
To request a return, replacement or refund, contact us using the details below:
Email: support@pachazo.com
Phone / WhatsApp: +91 992354 2674
Please include:
Subject: Return / Refund Request – Order #[Order Number]
And provide:
Order number
Name
Registered phone number
Email address
Reason for request
Photos/videos where applicable
15. Review and Approval
All return, replacement and refund requests are subject to verification.
Submitting a request does not automatically guarantee approval.
We reserve the right to request additional information or evidence before approving a return, replacement or refund.
16. Contact Us
If you have any questions regarding our Return & Refund Policy, please contact:
Pachazo
Email: support@pachazo.com
Phone / WhatsApp: +91 992356 2674
Customer Support Hours:
Monday – Saturday
9:00 AM – 6:00 PM IST