Refund policy

Return, Replacement & Refund Policy — Traditional Heritage

Thank you for shopping at Traditional Heritage. We take immense pride in crafting premium, authentic cookies baked with the finest ingredients. Because our products are perishable food items, health, hygiene, and food safety regulations mean our return and exchange guidelines differ from regular merchandise.

Please review our policy below regarding replacements, returns, and refunds.

1. Overview & Eligibility

Due to the consumable nature of bakery and food items, we cannot accept physical returns of opened, partially consumed, or unsealed cookies for hygiene and safety reasons.

However, customer satisfaction is our top priority. We gladly offer a free replacement or a full/partial refund under the following qualifying circumstances:

  • Damaged in Transit: Crushed packaging, damaged tins/boxes, or broken factory seals upon arrival.

  • Quality / Freshness Issues: Any noticeable quality defect, stale cookies, or batch-related concerns.

  • Incorrect or Missing Items: Receiving the wrong flavor, incorrect box size, or missing items from your parcel.

Reporting Window:

All replacement or refund requests must be reported within 48 hours  of delivery. Claims submitted past this period cannot be entertained due to the shelf life and perishable nature of freshly baked cookies.

2. Retail Store Purchases vs. Online Orders

  • Online Purchases: Claims for damaged, incorrect, or defective items will be handled by our customer support team for free replacement delivery or refund.

  • Retail Store Purchases: Products bought directly from our physical/retail stockists can be exchanged within 7 days of purchase at the original store with a valid physical receipt/proof of purchase, provided the outer packaging and tamper-evident seal remain completely intact.

3. Proof of Claim & Verification

To process your replacement or refund quickly without requiring you to ship back perishable food:

  1. Invoice / Order ID: Keep your order confirmation email, SMS, or physical packing slip ready.

  2. Photo / Video Proof: Share clear pictures or a short video showing:

    • The shipping label on the outer delivery box.

    • The damaged/defective cookies or packaging.

    • The batch number and expiry/best-before date printed on the pack.

4. Free Replacement & Resolution Options

Once your claim is validated by our Quality Assurance team (within 24–48 hours), you can choose your preferred resolution:

           ShippingCost to Customer: shipping cost for the returns will be on       customer.

            Full or Partial Refund:

A direct refund issued back to your original payment method.

5. Step-by-Step Replacement / Return Process

Step 1: Contact Customer Support

Reach out within 48 hours of receiving your package:

  • Email: heritagetraditions2@gmail.com 

  • Helpline / WhatsApp: +923040288817

  • Subject Line: Replacement Request - Order #[Your Order Number]

  • Details: Attach pictures/videos of the issue along with your order details.

Step 2: Quality Review

Our team reviews your submission. In virtually all food-related cases.

7. Refunds & Processing Timelines

  • Approval & Initiation: Once approved, refunds are processed within 3 to 5 business days.

  • Online Payment (Debit/Credit Card): The amount will reflect in your bank statement within 5 to 10 working days, depending on your bank.

  • Cash on Delivery (COD) Orders: Refunded via direct online bank transfer, Easypaisa, or JazzCash upon providing verified account details.

  • Original Delivery Charges: Original shipping fees are non-refundable unless the complaint is due to a transit error, misdispatch, or complete fulfillment failure on our end.

8. Non-Eligible Situations

  • Orders delivered to an incorrect or incomplete address provided during checkout.

  • Damage resulting from improper storage after delivery (e.g., exposure to heat, moisture, or direct sunlight).

  • Taste preference differences when the product matches standard fresh recipe specifications.

  • Products ordered from unauthorized third-party resellers.

Contact Us

For any questions regarding returns, exchanges, or replacements:

  • Brand Name: Traditional Heritage

  • Email: heritagetraditions2@gmail.com

  • Helpline / WhatsApp: +923040288817

  • Operating Hours: Monday to Saturday, 9:00 AM – 6:00 PM