Refund & Complain Policy

Fresh Mangoes — Last updated: June 2026

1. No Right of Withdrawal / No Refunds

Once a customer has placed an order and payment has been completed, no right of withdrawal applies, and the customer cannot receive a refund under standard circumstances.

This is due to the perishable nature of fresh mangoes. By completing a purchase, the customer explicitly agrees that the right of withdrawal (cooling-off period) does not apply, in accordance with UK consumer law exemptions for perishable goods.

2. Our Quality Commitment

We always strive to dispatch 100% fresh mangoes. Every box is packed at optimal ripeness for transport, sourced directly from our partner orchards in Pakistan and shipped via air freight to the UK.

3. Serious Complaints (Ripeness / Damage / Spoilage)

If a customer receives mangoes with serious quality issues (e.g., completely rotten, severely damaged, or otherwise unfit for consumption), the customer must:

• Contact us immediately upon discovery (within 24 hours of delivery)
• Provide clear photographic evidence (photos) and, where possible, video evidence showing the issue
• Include the order number and a description of the problem

4. Investigation & Resolution

Upon receiving valid photographic and video evidence, we will:

• Review the complaint within 1 business day
• If the complaint is approved (e.g., proven spoilage or damage not caused by the customer), we may offer:
  • A partial refund (proportional to the damaged quantity)
  • A credit toward a future order
  • A replacement box (subject to weekly allocation availability)

Note: Full refunds are generally not provided due to the perishable nature of the product. Each case is handled individually and fairly.

5. Non-Qualifying Complaints

The following are not considered valid grounds for refund or replacement:

• Natural colour variations or minor blemishes on the mango skin
• Mangoes that ripen faster or slower than expected (ripening times vary)
• Taste preference (e.g., "not sweet enough" — flavor naturally varies by batch and season)
• Damage caused by improper storage or delayed unpacking by the customer

6. How to Submit a Complain

Email: info@pakmango.com
WhatsApp (preferred for images/video): +44 7359 873218

Subject line format: COMPLAINT – [Order Number] – Ashers Hub LTD