You can cancel your order free of charge until 3 PM (Pakistan time) on the day it is due to be dispatched. Contact us on WhatsApp or by email to cancel.

If you have already paid, we refund the full amount, including the delivery charge. After your order has been dispatched, it can no longer be cancelled, but you can return it under section 2.

You can return your order for any reason, including if you have changed your mind. Opened packs are accepted.

New to Whiskit? Cats often need a little time to accept a new food. We recommend following the 7-day transition guide printed on the pack, mixing Whiskit gradually with your cat's current food, before deciding to return it. Most cats settle in this way.

A return is accepted when all of these apply:

1. Request in time. You contact us to request the return within 15 days of the date your order was delivered.
2. Drop off in time. You drop the parcel off at the courier within 5 days of receiving your return label from us.
3. Amount left. Each returned pack still weighs at least 70% of its original weight. Each pack is weighed on its own, including its own product bag but not the outer delivery box. We do not average the weight across packs.
4. Condition. The product is in a reasonable, hygienic condition.

Requests made more than 15 days after delivery, parcels dropped off after the 5-day label period, packs under 70% of their original weight, and products that are not hygienic cannot be accepted.

How to return

1. Contact us on WhatsApp or by email with your order number and the reason for your return.
2. We send you a return label.
3. Print the label, pack the product securely (in its original packaging where possible) and attach the label to the parcel.
4. Within 5 days, drop the parcel off at the nearest branch of the courier shown on your return label.
5. Pay the return shipping charge at the courier counter.

We do not collect returns from your home.

What we refund: the amount you actually paid for the product, after any discount. The original delivery charge and the return shipping charge are not refunded, except in the cases described in sections 1 and 5.

How you are refunded:

For a bank-transfer refund, please share your bank account details when you request the refund.

When: we check your returned parcel and process your refund within 7 working days of receiving it. Working days are Monday to Saturday, excluding public holidays. Your bank or card provider may take a few extra days to show the refund in your account. We will let you know once your refund has been processed.

You can exchange a product for a different flavour, size or product. Exchanges follow the same rules as returns.

• Eligibility: the same as section 2 (request within 15 days of delivery, drop-off within 5 days of receiving your label, at least 70% of each pack's weight, hygienic condition).
• Sending the product back: use the same label and drop-off process as a return. You pay the return shipping at the courier.
• Price differences: if your new product costs less, we refund the difference. If it costs more, you pay the difference by card through a secure payment link we send you, or by bank transfer.
• Delivery of your new product: our standard delivery charge applies. It is Rs 280, and free when the order value after discounts is more than Rs 3,000. You still pay the return shipping, even when the new product is delivered free.
• Timing: we dispatch your new product within 2 working days of receiving and checking your return.
• Out of stock: if the product you want is out of stock, we will offer you another product or a refund under section 3.

If you receive the wrong product, a damaged product, or your order is missing an item, please contact us within 48 hours of delivery and send photos where possible.

When the mistake is ours, we cover all delivery and return costs. We will send you a free replacement or give you a full refund, including the delivery charge. If an item is missing, we will never ask you to send anything back.

If a pack looks, smells or seems wrong, stop feeding from it and keep it aside while we look into it. If your cat is unwell, please contact a vet straight away and do not wait for our reply.

If something goes wrong with your order, please contact us first. We will do our best to resolve it quickly. This is usually faster than raising a dispute with your bank.

• WhatsApp and phone: +92 3111 475 111
• Email: info@whiskit.com.pk
• Address: Nootra Foods, 1st Floor, 6-S Block, DHA Phase 2, Lahore
• Hours: Monday to Saturday, 10 AM to 6 PM (Pakistan time)