1. Report a problem with an order

If you receive an incorrect, damaged, defective or incomplete product, please contact Hizbiotics promptly. Include your order number, a short description of the issue and photographs where available. We will review the circumstances and advise on the appropriate resolution.

2. Change-of-mind requests

For hygiene and product-safety reasons, opened or used skincare, haircare and intimate-care items may not be suitable for resale or change-of-mind return. For unopened items, contact us before returning anything so our team can review eligibility and provide instructions. These conditions do not limit remedies required by applicable consumer-protection law for defective, misdescribed or incorrectly supplied goods.

3. How a return is handled

Please do not send a parcel back without first contacting support. If a return is approved, we will communicate the return method and how any shipping costs are handled for that particular case. Keep the product and original packaging until the review is complete.

4. Refunds and replacements

After the issue has been reviewed and any necessary return or verification completed, an eligible customer may be offered a replacement, correction or refund as appropriate. Refund arrangements depend on how the original payment was made and will be communicated directly; refunds for Cash on Delivery orders may require an agreed payment-transfer method.

5. Personalized serum orders

Custom Brightening Serum is individually prepared after the skin assessment and order confirmation. Cancellation and refund eligibility can depend on whether preparation has started, what was agreed before payment, and applicable consumer rights. A defective, incorrectly supplied or unsafe product remains subject to applicable remedies. The Rs. 500 advance is part of the Rs. 2,000 total product price, not a discount.

6. Online consultations

For consultation scheduling, cancellation or an inability to attend, contact our team before the arranged session whenever possible. Rescheduling or any applicable refund is assessed based on the booking circumstances, whether the service has been provided and applicable law.

7. Your legal rights

Nothing in this policy is intended to remove rights or remedies available to customers under applicable Pakistani consumer-protection law.