If something is not right with your order, we want to fix it quickly. This policy explains when you can return a product, how we handle items that arrive faulty, how refunds are paid and how long they take.
1. Summary
| Situation | What we do | Time limit |
|---|---|---|
| Changed your mind, product unused and sealed | Return for a refund | 7 days from delivery |
| Arrived damaged, defective or wrong item | Free replacement or full refund, return shipping paid by us | Report within 48 hours |
| Manufacturing defect appears later | Repair or replacement under warranty | Warranty period (see Terms) |
| Order cancelled before dispatch | Full refund (or nothing to pay for COD) | Any time before dispatch |
| Annual care plan cancelled | Pro-rata refund of unused months | Any time during the plan |
2. Returns within 7 days (change of mind)
You may return a product within 7 days of delivery if:
- it is unused — no water has been passed through the purifier and no backwash has been performed;
- it is in its original packaging, with all accessories (tap adaptor, tubing, syringe, washers, manual);
- you have your order number or proof of purchase.
For change-of-mind returns, the cost of sending the item back is paid by you, unless we agree otherwise. We recommend using a trackable courier service, since we cannot refund items lost in transit to us.
3. Damaged, defective or wrong items
If your parcel arrives damaged, a part is missing, the purifier leaks out of the box, or we sent the wrong item, contact us within 48 hours of delivery with photos or a short video. We will:
- confirm the issue, often over a quick WhatsApp video call — many “leaks” are simply a loose fitting or missing washer we can help you fix in minutes;
- arrange collection at our cost if needed;
- send a replacement immediately, or issue a full refund if you prefer.
Defects that appear after this period are handled under the warranty in our Terms & Conditions.
4. Items and services that cannot be returned
For hygiene and safety reasons we cannot accept change-of-mind returns of:
- used purifiers and membranes — once water has passed through, or a backwash has been done, the membrane has been in contact with your water and cannot be resold;
- products damaged by misuse, by using them with water they are not designed for (for example salty, high-TDS or chemically contaminated water), or by opening or modifying the cartridge;
- services already performed, such as a completed water-quality test or installation visit;
- custom or bulk orders produced or packed specifically for an organisation, unless faulty;
- gift cards or promotional free items.
Reduced flow after use caused by normal clogging is usually solved by backwashing — see our maintenance guide — and is not a defect.
5. How to request a return or refund
- Message us on WhatsApp at 0304-1110227 or email [email protected] with your order number, the product, the reason and photos.
- We reply within 2 working days with a return authorisation and instructions. Please do not send items back without authorisation — unannounced parcels may be delayed or refused.
- Pack the item securely in its original box and write your order number on the parcel.
- Send it to the address we give you, or hand it to our courier if we arrange collection.
6. Inspection
When the return reaches us, we inspect it within 3 working days to check that it meets the conditions above. We will tell you the result. If a return does not qualify (for example the purifier has been used), we will send it back to you and you may be asked to cover the return postage.
7. Refund methods and timelines
| How you paid | How we refund | Typical time after approval |
|---|---|---|
| Cash on Delivery | Bank transfer, JazzCash or Easypaisa to an account in your name | 3–7 working days |
| Bank transfer | Back to the same bank account | 3–7 working days |
| JazzCash / Easypaisa | Back to the same wallet or account | 3–7 working days |
| Card (if offered) | Reversal to the same card | 5–14 working days, depending on your bank |
Refunds cover the product price. For defective or wrong items, we also refund any delivery or return costs you paid. Original free-delivery costs are not deducted from refunds.
8. Cancelling before dispatch
You can cancel any order before it is dispatched by contacting us. If you paid in advance, we refund the full amount. If the parcel has already been dispatched, you can still refuse it at the door for COD orders, but please tell us first so we can recall it.
9. Installation & care plan cancellation
You may cancel an Installation & Care Plan at any time. If you cancel within 7 days and no visit has taken place, you receive a full refund. After that, we refund the unused months on a pro-rata basis, minus the standard price of any visits or services already provided. For example, cancelling a $5 annual plan after 4 months with one visit completed would leave 8 months unused; the refund is calculated on those months less the value of the completed visit.
10. Bulk, NGO and community orders
Returns for institutional orders are governed by the quotation or agreement for that project. Faulty units are always replaced. Change-of-mind returns of unopened units may be accepted within 7 days of delivery, subject to a restocking and freight charge agreed in advance.
11. Before you return: quick checks that often solve the problem
Many products sent back to us turn out to be working perfectly. Before requesting a return for a performance issue, try these steps:
- Slow flow: perform a backwash with the supplied syringe, following the instructions; repeat two or three times if your water is very cloudy. Check that the inlet tube is not kinked and the tap is fully open.
- Leaking connector: make sure the rubber washer is seated inside the tap adaptor and the connector is pushed fully home. Spare washers are included in the Family Kit.
- Water still tastes salty or “heavy”: this is expected with high-TDS water — Water Ka Doctor does not remove dissolved salts. It is not a fault, but if you bought the product for salty water we are happy to talk about options.
- Air bubbles or a slight cloudiness at first use: let the first litre or two run through; trapped air in the fibres clears quickly.
If none of these help, message us — our team can usually diagnose the issue over a short video call.
12. Your legal rights
This policy is in addition to, and does not limit, any rights you have under the consumer-protection laws of Pakistan or your province.
13. Contact
PAKVITAE, Block 20, Gulistan-e-Johar, Karachi, Sindh 74200 · [email protected] · UAN/WhatsApp 0304-1110227 (Mon–Sat, 10am–6pm). See also our Shipping Policy.