1. Delivery Policy

1. 1.1 Order Processing

   Once you place an order with us via our website (or authorised channel) and payment is confirmed, you will receive an order-confirmation email (or message) to the contact details you provided.

   We aim to dispatch your goods within 1 - 3 business days of payment confirmation (unless we notify you otherwise).

   If an item is out of stock, delayed, or unavailable, we will inform you as soon as possible and provide an estimated dispatch date or propose alternatives (for example, substitution or refund).

2. 1.2 Delivery Timeframes & Carriers

   After dispatch, delivery time will depend on the delivery region, courier service and product type. We will indicate estimated delivery time at checkout.

   Delivery charges (if any) will be clearly displayed at checkout prior to your completing the purchase.

   If we commit to a specific delivery date at checkout, that becomes part of the contract between you and us.

   Note: As per provincial legislation (for example the Punjab Consumer Protection Act 2005), the standard of service is that which a consumer could reasonably expect at the time and place of transaction in Pakistan.

   FAOLEX • reference

3. 1.3 Shipping Regions, Duties & Taxes

   Unless stated otherwise, our standard shipping covers addresses within Pakistan (or the specific regions you serve).

   If you are ordering from a region outside our standard shipping area, or if duties/taxes/customs apply, you are responsible for any additional charges unless we explicitly state otherwise.

   Any remote-location surcharges will be disclosed before you place the order.

4. 1.4 Tracking & Notifications

   When your order is dispatched, we will send you a shipping confirmation (with tracking number if available).

   Please make sure the shipping address you provide is correct and accessible (someone available to accept delivery if required).

   If a parcel is returned to us because of the address being incorrect or recipient unavailable, extra shipping charges may apply for redelivery.

5. 1.5 Delivery Problems

   If your goods are not delivered within the timeframe agreed, or a reasonable timeframe if no specific date was given, please contact us quoting your order number, and we will investigate the issue.

   If the delay is entirely our fault (for example: dispatch not made without reason) you may be entitled to cancel the order and receive a full refund.

   Ownership and risk: Once the goods are delivered to the address you specified, the risk in the goods passes to you. Title (ownership) may remain with us until full payment (depending on our terms).

   On delivery please inspect items immediately for visible damage, missing items, or defects. Notify us as soon as possible.

2. Returns, Refunds & Replacements Policy

1. 2.1 Legal Rights under Pakistani Law

   Under the various provincial consumer-protection laws in Pakistan (for example the Punjab Consumer Protection Act 2005 and Sindh Consumer Protection Act 2014), a consumer has rights if goods or services are defective, not as described, misleading or the contract contains unfair terms.

   These laws require disclosure of the seller’s return/refund policy to the buyer before the transaction. For example Section 20 of the Punjab Act requires a notice of the return/refund policy be indicated at the point of sale.

   The law does not automatically require vendors to accept returns or refunds simply because a buyer changed their mind (unless the item is defective or mis-described). Many shopkeepers in Pakistan operate “no return / no exchange” policies; the law in many cases does not force an exchange or refund for change-of-mind.

   However, we strongly recommend adopting a clear return policy to build trust and transparency; that is our approach at MPC Health.

   Sources: Nasir Law Associates • PJLaw • The News (reference)

2. 2.2 Change of Mind / Unwanted Items

   If you change your mind (for example you ordered an item but now no longer wish to keep it), we may accept a return provided that:

   • The item is returned within 30 days of delivery.
   • The item is in its original, resalable condition, unused, with all original packaging, tags, manuals and accessories.
   • You provide proof of purchase (order number / invoice).
   • You follow our returns procedure (see section 2.4 below).

   Unless otherwise stated, for change-of-mind returns you will be responsible for shipping the item back to us (unless we choose to cover this cost).

   Once we receive and inspect the item and confirm it meets our return eligibility, we will process the refund (minus any deduction for value-reduction if used) via the original payment method or other agreed method.

3. 2.3 Faulty, Damaged or Incorrect Goods

   If you receive goods that are defective, damaged in transit, not what you ordered, or mis-described, you must contact us within 7 days of delivery.

   In such cases we will, at our option:

   • Repair the item;
   • Replace the item; or
   • Offer a full refund.

   For faulty/damaged/incorrect goods, we will cover the return shipping cost (unless otherwise agreed).

   Refunds will be processed as soon as possible and no later than 14 days after we receive the returned goods (or proof of their return) and verify the defect.

4. 2.4 How to Return an Item

   1. Contact our Returns Department at 0341-3353009 quoting your order number, details of the goods you wish to return, and the reason for return.
   2. We will issue a Return Authorisation Number (RAN) and provide you with instructions on how and where to send the item.
   3. Pack the item securely in its original packaging (or equivalent safe packaging) including all accessories, manuals, warranty cards, tags, the RAN, and your proof of purchase.
   4. Ship the item to our Returns Address: MPC Health Shaheed e Millat. Use a trackable courier service if you are paying for return shipping and keep proof of postage and tracking.
   5. Once we receive the return and verify its condition, we will process the refund, repair or replacement as per our policy.

5. 2.5 Refunds & Credits

   Refunds will be credited via your original payment method unless otherwise mutually agreed.

   For change-of-mind returns, we may deduct any reduction in value resulting from the goods being used or damaged by the customer.

   For faulty/damaged items, no deduction will be made for the fault if it is our responsibility.

   If you paid for standard delivery and are returning the whole order due to our error or a faulty item, we will refund your standard shipping cost too (unless you chose a premium shipping option, in which case only the standard cost may be refunded).

   We will notify you once the refund has been processed and provide a reference.

6. 2.6 Exceptions & Non-Returnable Items

   Some items may not be eligible for change-of-mind returns. Examples include perishable goods, health / medical items (consumables), sealed goods which cannot be returned after opening for hygiene reasons, and personalised or custom-made items—unless faulty.

   We may refuse a change-of-mind return if the item is not in original, resalable condition, missing parts or accessories, or the packaging is severely damaged.

   These exclusions do not affect your legal rights under Pakistani consumer-protection law regarding defective, mis-described or unsafe goods.

7. 2.7 Timeframes & Verification

   We reserve the right to inspect returned goods before granting the refund.

   If a return is initiated outside the specified timeframe (for change-of-mind) or the goods do not meet our return-eligibility criteria, we may refuse the refund or offer a partial refund.

   Under provincial laws (for example PCPA 2005) a legal notice may need to be given before a consumer may file in a consumer court. Keep communications and notifications documented.

3. Contact & Additional Information

For any queries about delivery, returns, refunds or replacements, please contact our Customer Service team at queries@mpchealth.com or call 0341-3353009.

Our business / returns correspondence address: [insert full company address].

Please keep proof of postage when returning any goods, and keep copies of communications and tracking information.

We may update this policy from time to time; changes will apply to orders placed after the update unless otherwise stated.