Refund Policy
REFUND & RETURNS POLICY
Last Updated: May 18, 2026
At Mentastic (https://mentastic.pk/), your satisfaction is our
priority. We are confident in the quality of our products and
offer a 15-Day Money-Back Guarantee for new customers.
Please read this policy carefully before placing an order. By
placing an order, you agree to these terms.
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1. OUR 15-DAY MONEY-BACK GUARANTEE
We offer a 15-day money-back guarantee on most products. If you
are not satisfied with your purchase, you may request a refund
within 15 days of receiving your order.
This guarantee is our commitment to your trust in Mentastic.
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2. ELIGIBILITY FOR REFUND
To qualify for a refund under our 15-day guarantee, you must meet
ALL of the following conditions:
✓ Refund request submitted within 15 days of delivery date
✓ At least 75% of the product remains (unused)
✓ Product is returned to us in saleable condition
✓ Original packaging is included
✓ Proof of purchase provided (order number, invoice, or delivery slip)
✓ You complete a brief feedback consultation (see Section 4)
Refund requests that do not meet ALL conditions will be reviewed
case-by-case and may be rejected.
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3. NON-ELIGIBLE CASES
Even with the 15-day guarantee, refunds will NOT be issued for:
✗ Products fully consumed or used (less than 25% remaining)
✗ Products purchased over 15 days ago
✗ Bundle items returned individually (must return full bundle)
✗ Products purchased during "Final Sale" promotions
✗ Products damaged by customer after delivery
✗ Customers requesting a second refund (1 refund per customer
lifetime)
✗ Orders flagged as fraudulent or abusive
✗ Lost packages marked "Delivered" by courier
✗ Allergic reactions where ingredients were clearly listed
(checking ingredients is the customer's responsibility)
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4. REFUND REQUEST PROCESS — STEP BY STEP
Step 1: Contact Us Within 15 Days
Email: mentasticwork@gmail.com
Subject: "REFUND REQUEST — Order #[your order number]"
Include:
• Order number
• Date received
• Reason for refund request
• Photos of remaining product
Step 2: Customer Consultation
Our team will contact you via WhatsApp or phone within 24-48 hours
to:
• Understand your concerns
• Provide usage guidance (if applicable)
• Discuss alternative solutions (replacement, exchange, etc.)
This is NOT to delay your refund — it's to help you get value from
the product. Many customers find the issue is solvable with proper
guidance.
Step 3: Return the Product
If you still want a refund after consultation:
• You ship the unused product back to us via trackable courier
• Customer pays return shipping
• Send tracking number to mentasticwork@gmail.com
Step 4: Inspection
Once we receive the return, we inspect within 3-5 working days to
verify:
• At least 75% product remains
• Product is in saleable condition
• All eligibility conditions are met
Step 5: Refund Processing
Once verified, refund is processed within 5-10 working days.
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5. REFUND METHODS & TIMELINES
Refunds are processed to the original payment method or your
choice of:
• Bank Transfer: 5-7 working days
• EasyPaisa / JazzCash: 1-3 working days
• Card Refund: 7-14 working days (for prepaid orders)
You will receive email confirmation when refund is processed.
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6. DAMAGED, DEFECTIVE, OR WRONG PRODUCT
This is a SEPARATE category from the 15-day money-back guarantee
and has its own faster process.
If you receive:
• Damaged or leaking product
• Wrong product or quantity
• Expired or seal-broken product
You MUST contact us within 48 HOURS of delivery.
Email: mentasticwork@gmail.com
Subject: "DAMAGED ITEM — Order #[your order number]"
Include:
• Photos of damaged product
• Photo of outer packaging
• Photo of courier slip
• Brief description
Resolution:
• Free replacement sent via Leopards Courier OR
• Full refund without product return required
For damaged/wrong items, customer does NOT pay return shipping.
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7. CASH ON DELIVERY (COD) — IMPORTANT RULES
7.1 Refusing Delivery at Door
You may refuse to accept your COD delivery ONLY if:
• Package shows visible damage from outside
• Product is clearly leaking or broken
You may NOT refuse delivery because:
✗ You changed your mind after ordering
✗ Someone else in your family ordered it
✗ You don't have cash at the moment
✗ Family members are present
For change-of-mind situations, accept the delivery and use our
15-day money-back guarantee instead.
7.2 Consequences of Wrongful Refusal
Refusing COD delivery without valid reason will result in:
• Your phone number added to verification watchlist
• Future COD orders require advance payment
• Repeated refusals may lead to permanent blocking
• In serious cases, legal action under Pakistan's PECA 2016
7.3 Order Verification
For COD orders, we contact you within 1-2 hours via WhatsApp or
phone to confirm. If you do not respond within 24 hours, your
order may be cancelled.
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8. ORDER CANCELLATION
8.1 Before Dispatch — Free Cancellation
You can cancel for free if:
• Order has not been dispatched yet
• Contact us within 12 hours of placing the order
• Email: mentasticwork@gmail.com
8.2 After Dispatch — Cancellation NOT Allowed
Once dispatched to Leopards Courier:
• Cancellation is not possible
• Accept delivery and use 15-day money-back guarantee if needed
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9. ONE REFUND PER CUSTOMER
Our 15-day money-back guarantee is available ONCE per customer
lifetime. This is to:
• Protect against repeated refund abuse
• Keep prices low for genuine customers
• Maintain trust in our community
If you've previously received a refund from Mentastic, all future
orders are governed by the strict damaged/defective product policy
only (Section 6).
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10. RETURN SHIPPING — WHO PAYS
10.1 Money-Back Guarantee Returns
Customer pays return shipping. Use trackable courier service.
10.2 Damaged / Wrong Product Returns
We pay return shipping. We arrange Leopards Courier pickup.
10.3 Return Shipping Address
Will be provided when your refund request is approved. Do not
ship products back without prior approval — unauthorized returns
will be refused.
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11. POLICY ABUSE — CONSEQUENCES
We reserve the right to refuse service to customers who:
• File false damage claims
• Return used products as "unused"
• Place orders with intent to refuse delivery
• Repeatedly request refunds across multiple orders
• Provide false information
Abusive customers may be:
• Permanently blacklisted from Mentastic
• Reported to authorities for fraud where applicable
• Pursued for damages under Pakistani law
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12. EXCHANGES
We offer exchanges in these cases only:
• Wrong product was sent (our error)
• Product is defective or damaged
• Product has manufacturing defect
We do NOT offer exchanges for change of mind. Use the 15-day
money-back guarantee instead.
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13. POLICY UPDATES
This policy may change in the future. Updates will:
• Be reflected in the "Last Updated" date
• Apply to new orders placed after the update
• Be communicated to customers via email for major changes
Pending orders are governed by the policy active at order
placement.
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14. CONTACT US
For refund questions or to start a claim:
📧 Email: mentasticwork@gmail.com
🌐 Website: https://mentastic.pk/
Response time: Within 24 hours during working days
(Monday-Saturday, 10 AM - 7 PM Pakistan Time).
For urgent issues, mark email as "URGENT" in subject line.
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ACKNOWLEDGEMENT
By placing an order with Mentastic, you confirm that you have:
✓ Read and understood this Refund Policy
✓ Understood the 15-day money-back guarantee terms
✓ Understood that 75% of product must remain for refund eligibility
✓ Understood the 48-hour reporting window for damaged items
✓ Agreed to accept your COD delivery in good faith
Thank you for choosing Mentastic.
📧 mentasticwork@gmail.com
🌐 https://mentastic.pk/