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Return and Refund Policy

In short

If your jar arrives damaged, leaking or wrong, tell us within 48 hours of delivery with an unboxing video and we will refund you. Honey is food, so we cannot accept returns for change of mind.

What we refund

We will refund you for any of these problems if you report them in time:

  • The jar is broken, cracked or leaking.
  • The seal or tape was already broken when the parcel arrived.
  • You received a different product or size from the one you ordered.
  • The jar contains something that does not belong in it (for example dirt or an insect).

What we cannot refund

For food safety and fairness we cannot accept:

  • Change of mind, or no longer wanting the product.
  • Taste preference.
  • Crystallized honey. Natural honey thickens and turns grainy in cool weather. It is not spoiled and not a defect; see the care section below for how to soften it.
  • Nuts floating or settling, small air bubbles, or small colour and thickness differences between batches.
  • Jars that have been opened or used, unless the problem was there on arrival.
  • Claims made after 48 hours, or without the opening video.
  • Failed deliveries caused by a wrong address, an unreachable phone or refusing the parcel.

How to make a claim

Make the claim within 48 hours of delivery.

  1. Film the parcel being opened, in one unbroken video that starts before you cut the tape. Show the address label, the sealed box, the jar from all sides and the problem.
  2. Take two or three clear photos of the damage or the wrong item.
  3. Send the video, photos, your name and order number to WhatsApp +92 328 0163116 or support@nahalorganics.pk.
  4. We reply as soon as we can, usually the same day, and tell you the next step.

Keep the box, packing and jar until we answer. We may ask you to send photos again, but we will not ask you to post the jar back unless we tell you we will pay for it.

Refund

If the claim is accepted we will refund you; we do not offer store credit. When the problem is our fault or the courier's, we do not deduct any delivery charge from your refund.

The money goes back to the account you paid from, or to a bank or wallet account you give us if you paid cash on delivery. Refunds are made within 5 to 7 working days of approval. To cancel an order, send us your order ID on WhatsApp +92 328 0163116 or at support@nahalorganics.pk before the order is dispatched. An order cannot be cancelled without the order ID, or after it has been dispatched. If you paid by card and cancel an eligible order, the processing fee charged by the payment provider may be deducted from your refund. No fee is deducted when we cancel the order, or when the jar arrived broken, leaking or wrong.

Care and storage

Store the jar at room temperature, away from sun and damp, and close the lid after each use.

  • Crystallization is natural. Raw honey thickens and grains in cool weather, especially from December to February. It is still good to eat.
  • To soften it: place the closed jar in warm water below 40°C for 20 to 30 minutes and stir gently. Never microwave it and never use boiling water.
  • Do not refrigerate. Cold speeds up crystallization.
  • Never put a wet spoon in the jar; use a clean, dry one. Water in the jar can spoil honey.
  • Nuts honey: nuts may rise to the top. Press them under the honey with the spoon and use within 6 months for best crispiness.
  • Allergy and age: contains tree nuts. Do not give honey to children under 12 months. This is food, not a medicine.

Contact and complaints

Write to us first and we will try to put it right.

  • WhatsApp and phone: +92 328 0163116
  • Email: support@nahalorganics.pk
  • Address: 250 C Villas, DHA Phase 8, Ex Park View, Lahore
  • Hours: 24/7 on WhatsApp