At Falconlabs.org, operated by Falcon Laboratories (Pvt.) Ltd., customer satisfaction and product safety are important to us. Please read this policy before placing an order.
Order Cancellation
You may request cancellation before your order has been processed or dispatched. To cancel an order, contact our customer support team as soon as possible and provide your name, contact number and order number.
Once an order has been dispatched, it cannot normally be cancelled. You may need to follow the applicable return procedure after receiving it.
Falconlabs.org reserves the right to cancel an order because of:
- Product unavailability
- Incorrect product or pricing information
- Incomplete delivery details
- Failed order verification
- Suspected fraudulent activity
- Circumstances beyond our reasonable control
If we cancel a prepaid order, the amount paid will be refunded.
Refund Eligibility
Due to the health and hygiene nature of our products, medicines, supplements and personal-care items cannot be returned simply because of a change of mind.
A replacement or refund may be requested if:
- You received the wrong product
- A product was missing from your order
- The product arrived damaged or leaking
- The product was defective or expired when delivered
- The delivered product was materially different from what you ordered
You must report the problem within 7 days of delivery. For damaged, leaking or incorrect products, please contact us within 48 hours of receiving the parcel whenever possible.
Non-Returnable Products
A return or refund will not normally be accepted if:
- The product has been opened, used or partially consumed
- The seal, label or original packaging has been removed or damaged
- The product was stored or handled incorrectly after delivery
- The request was submitted more than seven days after delivery
- The customer ordered the wrong product or changed their mind
- The product was damaged after being delivered
- The product’s appearance differs slightly because of packaging updates that do not affect its identity, quantity or quality
These restrictions do not apply when a product was delivered damaged, defective, expired or incorrect.
How to Request a Refund or Replacement
Contact us through the details provided on our Contact Us page and submit:
- Your order number
- Customer name and contact number
- Name of the affected product
- A clear explanation of the problem
- Photographs or a video showing the product, packaging and shipping label
Please keep the product and its original packaging until our team completes the review. Do not return any item without receiving return instructions from us.
Inspection and Approval
Our team will review your request and may ask for additional information. If a return is required, the product must be sent back in its original condition and packaging.
After inspection, we will notify you whether the refund or replacement has been approved. Falconlabs.org may reject requests that do not meet the conditions stated in this policy.
Refund Processing
Approved refunds will normally be processed within 7 to 14 business days. The time required for the amount to appear may vary depending on the bank, payment provider or selected refund method.
Where possible, refunds will be issued through the original payment method. If this is unavailable, we may request verified bank-account or mobile-wallet details.
Delivery charges are non-refundable unless the return resulted from an error by Falconlabs.org or the product arrived damaged, defective, expired or incorrect.
Replacement of Products
If an eligible product is available, we may offer a replacement instead of a refund. If the same product is unavailable, you may choose an alternative of equal value or request an approved refund.
Refused or Undeliverable Orders
Additional delivery charges may apply if an order cannot be delivered because of an incorrect address, unavailable recipient, repeated failed delivery attempts or unjustified refusal of the parcel.
Contact Us
For cancellation, replacement or refund assistance, please contact Falcon Laboratories through the official contact information available on Falconlabs.org. Always include your order number to help us process your request quickly.
Falcon Laboratories (Pvt.) Ltd. reserves the right to update this policy when necessary. Changes will become effective when published on Falconlabs.org. Nothing in this policy limits any rights available to customers under applicable Pakistani consumer-protection laws.