Refund policy
We pack and check every Thervox order carefully before dispatch — but if something arrives damaged, defective, or different from what you ordered, we will make it right. This page explains how returns, exchanges, and refunds all work, in one place.
Last updated: July 2026
Part 1: Returns
When You Can Return an Item
You are eligible to request a return within 7 days of delivery if:
- The item arrived damaged or broken during delivery
- The item is defective or does not work as described
- You received the wrong item (different product, size, or color than ordered)
When Returns Are Not Accepted
To keep the policy fair for every customer, returns are not accepted in these cases:
- Change of mind after receiving the product
- Damage caused by misuse, drops, or improper handling after delivery
- Return request made after 7 days of delivery
- Item has been used or is not in its original condition
- Original packaging has been discarded or damaged
Return Conditions
- The item must be unused and in its original condition
- The original packaging must be intact and included
- All included parts — lid, straw, gasket, and any accessories — must be returned with the item
- Your order number (proof of purchase) is required
How to Request a Return — Step by Step
- Inspect your order on arrival. If there is a problem, act within 7 days of delivery.
- Take clear photos and a short video of the item and its packaging showing the issue.
- Contact us on WhatsApp at +92 345 841 7171 (or email info@thervox.pk) with your full name, order number, photos/video, and a brief description of the problem.
- Our team reviews your request and responds within 24 hours on business days (Monday–Saturday, 10 AM – 6 PM).
- Once approved, we guide you through the return, and after inspection, process your resolution — a refund (see Part 3 below) or, if you prefer a replacement, an exchange (see Part 2 below).
Who Pays Return Shipping?
| Situation | Return Shipping Paid By |
|---|---|
| Thervox sent a faulty, damaged, or wrong item | Thervox — you pay nothing |
| Return due to customer-side fault or handling | Customer |
Part 2: Exchanges
When You Can Request an Exchange
You can request an exchange within 5 days of delivery if:
- The item arrived damaged or broken during delivery
- The item is defective or does not work as described
- You received the wrong item (different product, size, or color than ordered)
- You want to exchange for a different variant (size or color) of the same or equal-value product — subject to the conditions below
When Exchange Is Not Applicable
- Exchange request made after 5 days of delivery
- Item has been used or is not in its original condition
- Original packaging has been discarded or damaged
- Damage caused by misuse or mishandling after delivery
Exchange Conditions
- The item must be unused and in its original condition
- The original packaging must be intact and included
- All parts — lid, straw, gasket, and accessories — must be returned with the item
- The request must be made within 5 days of receiving the order, with your order number
How to Request an Exchange — Step by Step
- Act within 5 days of delivery.
- Take clear photos or a short video of the item and packaging.
- Message us on WhatsApp at +92 345 841 7171 with your full name, order number, photos/video, and what you would like in exchange.
- We respond within 24 hours on business days (Monday–Saturday, 10 AM – 6 PM).
- Once approved, pickup of the original item is arranged and your replacement is dispatched after inspection.
Who Pays for Exchange Delivery?
| Situation | Pickup + Re-delivery Paid By |
|---|---|
| Thervox's mistake — damaged, defective, or wrong item sent | Thervox — both-way delivery is on us |
| Buyer's side — change of variant, wrong selection at order time | Customer — both-way delivery charges apply |
What If the Replacement Is Out of Stock?
If the item you want is unavailable, we issue a full refund to your original payment method as per Part 3 below — no store-credit-only conditions, no waiting for restock unless you prefer to.
Exchange Timeline
| Step | Timeframe |
|---|---|
| Request reviewed and approved | Within 24 hours (business days) |
| Pickup of original item | 1–2 business days |
| Inspection | 1 business day |
| Replacement dispatched | 1–2 business days |
| Delivery | As per our Shipping Policy timeframes |
Part 3: Refunds
When Are You Eligible for a Refund?
A refund is issued when:
- Your return request is approved (Part 1 above — damaged, defective, or wrong item reported within 7 days of delivery), and the returned item passes inspection; or
- Your approved exchange cannot be fulfilled because the replacement item is out of stock (Part 2 above).
Change-of-mind requests are not eligible for refunds, as stated in Part 1.
How Your Refund Is Paid
Refunds are always made to your original payment method:
| How You Paid | How You Are Refunded |
|---|---|
| Cash on Delivery (COD) | Bank / wallet transfer to your provided account (Any Bank, JazzCash, Easypaisa, or NayaPay) |
| Bank transfer | Back to your Bank account |
| JazzCash | Back to your JazzCash wallet |
| Easypaisa | Back to your Easypaisa wallet |
| NayaPay | Back to your NayaPay account |
Refund Timeline
Once your return is received, inspected, and approved, your refund is processed within 7 days. We confirm your refund via WhatsApp or email when it is issued.
What Is Refunded
- The full product price of the approved item.
- Delivery charges: refunded when the issue was Thervox's fault (faulty, damaged, or wrong item sent). If return shipping was customer-paid under Part 1, that shipping cost is not refunded.
Late or Missing Refunds
If your refund has been confirmed but has not appeared:
- Recheck your bank account or mobile wallet.
- Contact your bank or wallet provider — inter-bank processing can take additional days.
- Still nothing? Contact us on WhatsApp at +92 345 841 7171 or email info@thervox.pk with your order number, and we will trace it immediately.
Need Help?
- WhatsApp: +92 345 841 7171
- Email: info@thervox.pk
- Hours: Monday to Saturday, 10:00 AM – 6:00 PM
Related pages: Shipping Policy · Terms & Conditions
This return and refund policy applies to all orders placed on www.thervox.pk. Thervox reserves the right to update this policy at any time; the date of the last update is shown at the top of this page.