Last updated: December. 2025.

At DARS SYRUPS, customer trust and satisfaction have always been central to our way of doing business. With a proud heritage of over 150 years rooted in Thatta, Sindh, our family business has served generations with honesty, transparency, and care. We understand that when customers order traditional syrups, they expect not only quality products but also fair and clear policies in case something goes wrong.

This Refund & Return Policy explains in detail how returns, exchanges, cancellations, and refunds are handled when you purchase our traditional food-based syrups through our website, phone, or WhatsApp. The policy is designed to protect both customers and the business while maintaining food safety, hygiene, and fairness.

This document is written in simple, easy-to-understand English for customers across Pakistan. It reflects responsible business practices, Pakistan consumer protection principles, and the special considerations required for food and herbal syrup products. By placing an order with DARS SYRUPS, you agree to the terms outlined in this policy.

1. About DARS SYRUPS

DARS SYRUPS is a traditional syrup and herbal food product business based in Thatta, Sindh, Pakistan. Founded by Hakeem Muhammad Wasil Dars and currently owned and operated by Dr Gulam Shabbir Dars, the brand has been serving Pakistani families for generations with traditional recipes passed down over time.

Business Details:

• Brand Name: DARS SYRUPS
• Address: Islampur Mohallah, Thatta, Sindh, Pakistan
• Phone: 0335 9775555
• Email: darssyrups@gmail.com

Our product range includes Abresham Syrup, Motia Syrup, Gulab Syrup, Sandal Syrup, Alaichi Syrup, and Special One (Badam Syrup). All products sold by DARS SYRUPS are traditional, food-based syrups. They are not medicines and are not sold as treatments, cures, or preventive solutions for any disease.

2. Purpose of This Refund & Return Policy

The purpose of this policy is to clearly explain how refund and return situations are handled so that customers know what to expect before placing an order.

This policy aims to:

• Explain when refunds, returns, or exchanges may be allowed.
• Clarify the responsibilities of both customers and DARS SYRUPS.
• Set clear timelines for reporting issues after delivery.
• Reduce confusion, misunderstandings, and disputes.
• Protect food safety, hygiene, and product integrity.

Because our products are consumable food items, refund and return rules are stricter compared to non-food products. These rules are necessary to ensure the safety and quality of products for all customers.

3. Important Food Product Notice

Due to the nature of food and herbal syrup products, certain limitations apply.

Customers should carefully note that:

• Opened, used, or partially consumed bottles cannot be returned or refunded.
• Taste, aroma, colour, or personal preference is not considered a valid reason for return.
• Storage, handling, and usage after delivery are the responsibility of the customer.
• Products must be stored according to any guidance provided on packaging or during purchase.

We strongly encourage customers to read product descriptions carefully and contact us before ordering if they have questions about ingredients, usage, or suitability.

4. When Returns or Refunds Are Allowed

We understand that genuine problems can sometimes occur despite careful preparation and packaging. Returns, refunds, or exchanges may be considered only in specific situations outlined below.

4.1 Damaged Products on Delivery

A product may be eligible for return, replacement, or refund if:

• The bottle was broken at the time of delivery.
• The syrup has leaked due to transit damage.
• The outer packaging is severely damaged in a way that affects product safety.

Example:

If your Gulab Syrup bottle arrives cracked or leaking due to courier handling, you should report the issue within the allowed timeframe so we can assist you.

4.2 Incorrect Product Delivered

If you receive a product different from what you ordered, such as receiving Motia Syrup instead of Alaichi Syrup, we will review the issue and arrange a replacement or refund after verification.

Customers must not open the incorrect product if they wish to request an exchange or refund.

4.3 Missing Items in an Order

If one or more items are missing from your order:

• Contact us within 24 hours of delivery.
• Provide your order number and delivery details.

Once verified, we will arrange to send the missing item or issue a refund, depending on availability and customer preference.

4.4 Order Cancellation Before Dispatch

Orders may be cancelled without penalty if:

• The customer requests cancellation before the order is dispatched.
• The ordered product becomes unavailable due to stock issues.

Once an order has been dispatched to the courier, cancellation may no longer be possible.

5. Situations Where Returns or Refunds Are Not Allowed

To maintain fairness and food safety standards, returns or refunds will not be accepted in the following situations:

• The bottle has been opened, used, or tampered with.
• Damage occurs after delivery due to customer handling or storage.
• The customer changes their mind after delivery.
• Issues related to taste, aroma, colour, or personal liking.
• Delivery delays caused by courier operations beyond our control.
• Incorrect address or contact details provided by the customer.
• Failure to receive delivery after multiple courier attempts.

These conditions help ensure hygiene and protect all customers.

6. Timeframe for Reporting Issues

To allow fair investigation and resolution:

• All refund or return requests must be reported within 24 hours of delivery.
• Requests received after this timeframe may not be accepted.

Early reporting allows us to coordinate with courier partners and verify delivery conditions accurately.

7. How to Request a Return or Refund

To request a return, replacement, or refund, please follow these steps:

1. Contact us via phone or WhatsApp at 0335 9775555.
2. Or email us at darssyrups@gmail.com.
3. Provide your order number, delivery date, and contact details.
4. Clearly explain the issue you are facing.
5. Share photos or videos of the product and packaging if available.

Our customer support team will review your request and guide you through the next steps.

8. Verification and Review Process

Once we receive a request:

• We review order and dispatch records.
• We may contact the courier service for confirmation.
• We may request additional photos, videos, or information.

Approval or rejection of a refund or return request is based on fairness, evidence, and compliance with this policy.

9. Return Shipping Process

If a return or exchange is approved:

• We will provide clear return instructions.
• Customers should not send products back without prior approval.
• Items returned without confirmation may not be accepted.

Responsibility for return shipping depends on the nature of the issue and will be communicated clearly.

10. Refund Methods

Approved refunds may be issued through one of the following methods, depending on the original payment option:

• Cash adjustment.
• Bank transfer, where applicable.
• Mobile wallet or digital payment method, if used during purchase.

We do not charge additional fees for processing approved refunds.

11. Refund Timelines

Refund processing timelines may vary, but generally:

• Refund processing begins after approval.
• Timelines depend on the payment method used.
• Banking or payment service delays may affect processing time.

We aim to complete refunds as promptly and transparently as possible.

12. Partial Refunds

Partial refunds may be offered when:

• Only part of the order is affected.
• Multiple products were ordered, and only one item has an issue.

Each case is reviewed individually to ensure fairness.

13. Exchange Policy

In some cases, an exchange may be offered instead of a refund, particularly when:

• An incorrect product was delivered.
• A product arrived damaged.

Exchange availability depends on stock levels at the time of approval.

14. Courier Delays and Delivery Issues

While we work with reliable courier partners, delivery delays may occur due to:

• Weather conditions.
• Public holidays.
• Remote or hard-to-reach locations.
• Transport disruptions or strikes.

Courier delays alone do not qualify for refunds, but we will assist customers with tracking and follow-ups.

15. Failed Delivery Attempts

If delivery fails due to:

• Incorrect or incomplete address.
• Unreachable contact number.
• Customer unavailability at the time of delivery.

The order may be returned or cancelled. Refunds in such cases may exclude delivery charges.

16. Customer Responsibilities

Customers are responsible for:

• Providing accurate delivery and contact information.
• Being available to receive the order.
• Inspecting products at the time of delivery.
• Reporting any issues within the allowed timeframe.

Failure to meet these responsibilities may affect eligibility for refunds or returns.

17. Quality Assurance Commitment

DARS SYRUPS is committed to maintaining quality through:

• Careful preparation using traditional methods.
• Hygienic packaging practices.
• Secure handling before dispatch.

Once delivered, proper storage and handling become the responsibility of the customer.

18. Misuse of Refund Policy

To protect fairness for all customers, DARS SYRUPS reserves the right to:

• Refuse refund requests that show repeated misuse.
• Decline service to accounts involved in fraudulent or dishonest claims.

19. Force Majeure

Refund or return obligations may not apply in circumstances beyond our reasonable control, including:

• Natural disasters.
• Government restrictions or emergency regulations.
• Transport strikes or disruptions.

20. Updates to This Policy

This Refund & Return Policy may be updated from time to time to reflect changes in business practices or legal requirements.

Updated versions will be posted on our website with a revised date.

21. Contact Information

For any refund or return-related questions or concerns, please contact us:

DARS SYRUPS

Islampur Mohallah, Thatta, Sindh, Pakistan

Phone: 0335 9775555

Email: darssyrups@gmail.com

We thank you for your understanding, patience, and continued trust in DARS SYRUPS, and for supporting a traditional Pakistani heritage brand.