At JASON, we want you and your cat to be completely satisfied with every bag of JASON cat litter. If something isn't right with your order, this policy explains when you can request a return, replacement, or refund, and how the process works.
Our Promise
Every order is checked before dispatch. However, if your order arrives damaged, defective, or incorrect, we will make it right with a replacement or a refund, as described below.
What Qualifies for a Return or Refund
You may request a replacement or refund if:
- Your product arrived damaged - for example, the bag was torn, leaking, or crushed during delivery.
- You received the wrong item - for example, you ordered the 16-litre bag but received the 5-litre or 8-litre size, or you received a different product than what you ordered.
- The product is defective - the litter inside does not match the sealed, quality product we dispatched.
- Your order was incomplete - one or more items from your confirmed order were missing.
What Does Not Qualify
For hygiene and safety reasons, we are unable to accept returns or issue refunds for:
- Products that have been opened or used, unless they are defective.
- Damage caused after delivery - for example, improper storage or mishandling.
- Requests made after the return window described below, except where applicable consumer protection laws in Pakistan provide otherwise.
- A simple change of mind on opened products. If your product is unopened and unused, contact us and we will do our best to help.
Return Window
Please contact us within 2 or 3 days of delivery to report any issue with your order. Reporting the issue promptly, ideally with photos, helps us resolve it quickly.
How to Request a Return, Replacement, or Refund
Requesting a resolution is simple:
- Contact us by phone at +92 21 32360055-59 or by email at info@buyjason.com within the return window.
- Share your order details - your name, contact number, order date, and the product size ordered (5 litre, 8 litre, or 16 litre).
- Describe the issue and, where possible, attach clear photos of the product and packaging. This helps us process your request faster.
- Wait for confirmation. Our team will review your request and respond with the next steps, which may include arranging a pickup, sending a replacement, or issuing a refund.
Please do not send products back to us without first contacting our team and receiving confirmation, as unapproved returns may not be accepted.
Replacements
Where a replacement is the agreed resolution, we will dispatch a new bag of the same product and size at no additional cost to you. Replacement delivery timelines are similar to standard order deliveries and depend on your location.
Refunds
Where a refund is the agreed resolution:
- Refunds will be issued using an appropriate refund method, depending on the original payment method and available options.
- Approved refunds will be processed within a reasonable timeframe. The time it takes for the amount to reflect may vary depending on your bank or payment provider.
- If an order is cancelled by us after payment, for example, due to stock unavailability or a pricing error, you will receive a full refund.
Return Shipping Costs
If your return is due to our error, such as a damaged, defective, incorrect, or incomplete order, you will not be responsible for return or redelivery costs. For other return requests, shipping costs and applicable terms will be communicated during the return process.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible by phone or email. Orders that have not yet been dispatched can usually be cancelled without any charge. Once an order has been dispatched, it will be handled under the return process described above.
Your Legal Rights
Nothing in this policy limits or replaces any rights you may have under applicable consumer protection laws in Pakistan.
Reach Out to Us
Questions about a return, replacement, or refund? Our team in Karachi is happy to help:
- Phone: +92 21 32360055-59
- Email: info@buyjason.com
- Address: S/55 SITE, Karachi, Pakistan