Refund policy


📦  REFUND & RETURN POLICY – DESI BARTAN

Official Headquarters: Opposite AL-NOOR Hospital, Kalaswala Road, Pasrur, District Sialkot, Pakistan.

Last Updated: March 19, 2026

At DESI BARTAN, we take immense pride in the artisanal craftsmanship and heritage of our clay and bronze cookware. Every piece is a result of hours of manual labor and traditional techniques. Due to the highly delicate nature of these materials and our uncompromising sanitary standards for kitchenware, our Refund and Return Policy is designed to be rigorous, transparent, and legally binding.

By completing a purchase on DesiBartan.pk, you acknowledge that you have read, understood, and agreed to the following terms and conditions in their entirety.

1. THE "FRAGILE GOODS" PROTOCOL & TRANSIT DAMAGE

Clay and ceramic products are inherently fragile. Despite our industrial-grade, multi-layer protective packaging, the risk of transit damage is a logistical reality. To protect the interests of both the consumer and the brand, we enforce the following mandatory protocols:

  • The 24-Hour Reporting Window: Any item received in a damaged, chipped, or broken state must be reported to our compliance team within 24 hours of the delivery timestamp provided by our courier partner. Claims initiated after this 24-hour window will be strictly rejected without exception, as we cannot determine the cause of damage post-delivery.

  • Mandatory Forensic Evidence: To initiate a damage claim, the customer MUST provide a continuous, unedited Unboxing Video. This video should start from the moment the courier seal is broken and clearly show the condition of the item as it is removed from the packaging. High-resolution photographs of the damaged item and the outer shipping box (showing the shipping label) are also required.

  • Internal Verification Process: Our quality control team will conduct a forensic review of the provided footage to ensure the damage occurred during transit and is not a result of customer mishandling or improper unboxing.

  • Resolution & Remedies: Upon successful verification of a transit damage claim, DESI BARTAN will issue a One-Time Priority Replacement at no additional cost to the customer. Please note that we do not offer monetary refunds for transit damage; we provide replacements to ensure you receive the quality product you intended to purchase.

2. ELIGIBILITY CRITERIA FOR RETURNS (7-DAY INSPECTION)

We offer a limited 7-day window for the return of unused items. However, eligibility for a return is not automatic and is subject to the following strict criteria:

  • Pristine Factory Condition: The item must be in its original, showroom condition. It must be completely unwashed, unused, and free from any scratches, chips, stains, or structural alterations.

  • Original Packaging Integrity: Returns will only be processed if the product is returned in its original, undamaged box with all internal protective fillers (bubble wrap, foam, corrugated sheets) and original documentation intact.

  • Final Sale Exclusion (Custom Orders): Any customized items, specially sourced artisanal pieces, or products sold during "Clearance" or "Final Sale" events are strictly ineligible for return, refund, or exchange.

3. THE "HYGIENE & INTEGRITY" EXCLUSION (NON-RETURNABLE ITEMS)

To maintain the highest global health, safety, and sanitary standards for cookware, the following categories are strictly Non-Returnable and Non-Exchangeable:

  • Seasoned Cookware: Any clay pot or handi that has undergone the "Seasoning" process (soaked in water, treated with oil, or washed with starch/flour) is considered a permanent sale. Once the porous structure of the clay is activated by moisture or organic matter, the item cannot be resold for hygiene reasons.

  • Thermal Exposure: Any item that shows signs of being placed on a stove, oven, microwave, or open flame is ineligible for return. Heat fundamentally changes the structural integrity of handmade clay.

  • Sanitary Violations: Cookware that has been used for serving, storing, or preparing food is strictly excluded from returns to prevent cross-contamination. We maintain a zero-tolerance policy for used kitchenware returns.

4. RETURN LOGISTICS & SHIPPING LIABILITIES

  • Customer Financial Responsibility: For standard returns (where the item is not damaged but the customer has changed their mind), the customer is solely responsible for all Return Shipping Costs.

  • Risk of Loss During Return: The customer bears the full risk of damage during the return transit. If a returned item reaches our Sialkot facility in a broken or degraded state, no refund will be issued, and the claim will be closed. We highly recommend using a premium, tracked, and insured courier service for all returns.

  • Non-Refundable Fees: Original shipping charges, insurance fees, and processing fees paid at the time of purchase are non-refundable and will be deducted from any final settlement.

5. REFUND DISBURSEMENT & AUDIT PROCEDURES

Once your return shipment reaches our headquarters at Opposite AL-NOOR Hospital, Pasrur:

  • Physical Audit & Inspection: Our specialized quality control team will conduct a physical and chemical inspection of the item within 3 to 5 business days. This audit checks for hidden usage, seasoning, or structural cracks.

  • Approval or Rejection: If the item passes the audit, your refund will be approved. If the item fails (due to signs of use, seasoning, or return-transit damage), the refund will be denied. The customer may choose to have the rejected item shipped back to them at their own expense.

  • Processing Timeline: Approved refunds will be disbursed within 5 to 7 business days. Refunds are processed strictly through the original payment method or via Bank Transfer, EasyPaisa, or JazzCash as per the customer's verified details.

6. ORDER CANCELLATION POLICY

  • Pre-Dispatch Window: Orders may be cancelled within 6 hours of placement. This allows us to halt the specialized packing process.

  • Post-Dispatch: Once an order has been handed over to our courier partners, it is considered "In Transit" and cannot be cancelled.

  • Refusal at Doorstep: If a customer refuses a parcel upon delivery for any reason other than visible external damage to the box, the two-way shipping costs (original shipping + return shipping) will be deducted from any potential refund or credit.

7. DISPUTE RESOLUTION & GOVERNING LAW

These terms and conditions are governed by the laws of the Islamic Republic of Pakistan. Any disputes, claims, or legal actions arising from this policy or the use of DESI BARTAN products shall be subject to the exclusive jurisdiction of the competent courts in Sialkot, Pakistan. DESI BARTAN reserves the final right to interpret these policies and make decisions on all claims.

CONTACT FOR POLICY INQUIRIES

For clarifications regarding these terms or to initiate a verified claim, please contact our Legal & Compliance department:

📱 Official WhatsApp: +92 324 9603820

📧 Official Email: desibartan.pk@gmail.com

📍 Head Office: Opposite AL-NOOR Hospital, Kalaswala Road, Pasrur, District Sialkot, Pakistan.