Returns and Refunds
What can be returned and what cannot. Infant formula and supplements are food for vulnerable people, so the rules here are stricter than for ordinary goods — deliberately.
We will replace or refund, at no cost to you, any item that arrives damaged, arrives past or too close to its expiry date, arrives with a broken or tampered seal, or is simply not what you ordered. That is our error and we fix it.
What cannot be returned: infant formula, supplements and any other consumable product once the outer seal has been broken. This is a safety rule, not a commercial one. Once a tin or bottle has been opened we cannot verify how it was stored or handled, and we will not put a returned consumable back into circulation where it might reach another family. The same applies to the EvoScab skin treatments and to the intimate wash.
Sealed, unopened items in their original packaging may be returned within 7 days of delivery if you have changed your mind. The item must be unused with all seals intact, and return delivery is at your cost. We inspect on arrival and refund the item value once it passes.
To raise a claim, contact us within 48 hours of delivery. Call or WhatsApp +92 336 5368630, or email evomedhealthcare24@gmail.com, with four things: your order number, the name of the item, a short description of the problem, and clear photographs of the item, its batch and expiry printing, and the outer parcel. Photographs settle almost every claim on the first message.
Keep the item and its packaging until the claim is closed. Do not discard a damaged tin before we have seen photographs of it — the batch code on the pack is how we trace the fault back to a specific consignment.
We aim to decide every claim within 3 working days of receiving your photographs. Approved claims are settled either as a replacement sent on our next dispatch, or as a refund, whichever you prefer.
Refunds are made by the route you paid. Bank transfer payments are refunded to the account the payment came from, usually within 7 to 10 working days of approval. Cash-on-delivery orders are refunded by bank transfer to an account you nominate, since there is no card or wallet to reverse. Where a delivery charge was paid on an order that was wholly our error, the delivery charge is refunded too.
If you are unhappy with how a claim was handled, ask for it to be escalated when you write. Nothing on this page affects any right you have under the consumer protection laws of Pakistan.