Last updated: September 2026

Overview

At The Organic Core, we take care in preparing and packing every order from our kitchen in D-17, Islamabad. Because our products include handmade soaps, food items, and personal care preparations made in small batches, our refund and return policy reflects the nature of what we make and the hygiene and food-safety standards we are required to maintain.

We want every order to reach you in perfect condition. If something goes wrong on our end, we will do everything we can to make it right quickly and without making the process unnecessarily difficult. This policy explains clearly when we can offer a refund, exchange, or replacement, what conditions apply, and what we need from you to process your request. We encourage you to read it before placing your first order so that expectations are clear on both sides.

Products That Cannot Be Returned

For hygiene and food-safety reasons, the following products cannot be returned or refunded once they have been opened, regardless of the reason:

Opened food products including Chilli Oil in either the Mild or Hot variety and Granolyx in any of its three variants cannot be returned once the seal has been broken, regardless of how much of the product has been used. Opened personal care products including Tough Roots Hair Treatment Oil and Tough Roots Hair Restoration Serum cannot be returned once opened and used. Blue Sparrow handmade organic soaps that have been unwrapped, used, or exposed to water or moisture cannot be returned.

These restrictions are not designed to be difficult. They exist because the safety and integrity of our products cannot be verified once they have been opened, and we have a responsibility to every customer who orders from us to maintain that standard consistently.

Unopened Products

Unopened products in their original, sealed packaging may be eligible for an exchange or return within 7 days of delivery, provided the following conditions are met. The item must be completely unopened with all original packaging, seals, labels, and any protective wrapping fully intact. The item must not have been damaged, altered, or stored improperly after delivery. You must contact us within 7 days of receiving your order to initiate the process before returning anything.

To begin a return for an unopened item, contact us at theorganiccore@gmail.com or WhatsApp 03275054092 with your order number, the name of the item you wish to return, and a brief explanation of your reason. We will confirm whether the item is eligible and provide you with return instructions. Return shipping costs for change-of-mind returns are the responsibility of the customer. Once we receive and inspect the returned item, we will process an exchange or issue store credit within 3 to 5 working days. Refunds to the original payment method are assessed on a case-by-case basis.

Damaged, Incorrect, or Missing Items

We pack every order carefully before it leaves our kitchen. However, if your parcel arrives damaged, opened, leaking, or contains a product you did not order, or if an item is missing from your order entirely, please contact us within 48 hours of delivery.

To process your claim we will need the following: your order number, clear photographs of the outer packaging showing any visible damage, clear photographs of the affected product or products, and a brief description of the issue. Send everything to theorganiccore@gmail.com or WhatsApp 03275054092 and our team will review your claim promptly.

For verified cases of courier damage, incorrect items dispatched from our Islamabad kitchen, or confirmed missing products, we will arrange a free replacement or an appropriate resolution at no additional cost to you. Claims submitted more than 48 hours after delivery may not be eligible, as we are unable to independently verify the condition of the item beyond that window. We encourage you to open and check your order as soon as it arrives.

Cash on Delivery Refunds

For orders placed using Cash on Delivery, refunds cannot be issued as cash. In eligible cases we will issue store credit to be used against a future order, or arrange an exchange for an alternative product. If you believe you are entitled to a resolution on a COD order, contact us at theorganiccore@gmail.com or WhatsApp 03275054092 and we will assess your situation and find the most appropriate outcome.

Refunds for Failed or Returned Deliveries

If your order is returned to our Islamabad kitchen because you could not be reached by the courier, the delivery address provided was incomplete or incorrect, or the parcel was refused at the door without a valid product-related reason, a refund will not be automatically issued. We will contact you using the phone number and email address on your order to arrange re-delivery. Re-delivery may involve an additional shipping charge depending on your location and the courier. If you choose not to have the order re-delivered, we will assess whether a partial refund minus the original shipping cost and any return courier charge is appropriate. To avoid this situation entirely, please ensure your delivery address is complete and accurate and that your phone number is active when you place your order.

Processing Time

Once a return, replacement, or refund request has been reviewed and approved, we aim to process it within 3 to 5 working days from our kitchen. Replacements are dispatched using our standard courier service and standard delivery timelines apply. If a refund to your original payment method is approved, please allow 7 to 10 working days for the amount to appear depending on your bank or payment provider.

Contact Us

For any questions about this policy, to report a problem with your order, or to initiate a return or exchange, please contact our team in Islamabad.

Email: theorganiccore@gmail.com
WhatsApp: 03275054092
Address: D-17, Islamabad, Pakistan

We respond to all enquiries as quickly as we can and aim to resolve every issue fairly, honestly, and without unnecessary delay.

Frequently Asked Questions

Can I return a product if I change my mind after opening it?

Unfortunately not. For hygiene and food-safety reasons, opened food products, personal care items, and handmade soaps cannot be returned once they have been opened or used, regardless of how much remains. This applies to all products in our range including Chilli Oil, Granolyx, Tough Roots hair care, and Blue Sparrow soaps. If your product is still completely unopened and in its original sealed packaging, you may be eligible for a return or exchange within 7 days of delivery. Contact us at theorganiccore@gmail.com to check before sending anything back.

What should I do if my order arrives damaged or incorrect?

Contact us within 48 hours of delivery with your order number and clear photographs of both the outer packaging and the affected product. Send these to theorganiccore@gmail.com or WhatsApp 03275054092. We review every claim promptly and for verified cases of damage or incorrect items we will arrange a replacement at no cost to you. The 48-hour window exists because we cannot independently verify the condition of a product after that point, so please check your order carefully as soon as it arrives.

How long does it take to process a replacement or refund?

Once your claim has been reviewed and approved, replacements are processed within 3 to 5 working days and dispatched using our standard courier service. If a refund to your original payment method is approved, please allow 7 to 10 working days for it to appear in your account depending on your bank or payment provider. For Cash on Delivery orders, eligible resolutions are issued as store credit rather than cash.

Can I exchange a product for a different variant or flavour?

Yes, provided the product is completely unopened and you contact us within 7 days of delivery. For example, if you ordered Granolyx Classic Sweet and would prefer Granolyx-D Plus, or ordered Chilli Oil Mild and would like to try the Hot, we can arrange an exchange subject to availability. If the variant you want is out of stock, we will offer store credit or an alternative. Exchange shipping costs are the responsibility of the customer unless the exchange is the result of an error on our part.

What if my product is past its best-before date when it arrives?

Each of our products carries a manufacturing date and best-before period printed on the packaging. Granolyx is best within three months of manufacture, Chilli Oil within six months of opening, Blue Sparrow soaps within six months when kept dry, and Tough Roots hair care within twelve to eighteen months stored correctly. If a product arrives already past its best-before date, contact us within 48 hours with your order number and a photograph of the date on the packaging and we will arrange a replacement at no cost. We are not responsible for products that expire due to improper storage after delivery.