Refund and return policy

Refund & Return Policy

Last Updated: September 8, 2026

At Dr. Gulnaz’s Burn Care, we aim to provide our customers with quality burn-care products and a reliable purchasing experience. This Refund & Return Policy explains the conditions under which products purchased through our website may be returned, exchanged, or refunded.

By placing an order through our website, you agree to the terms outlined below.

1. Return Eligibility

Due to the nature of our products, including Dr Burn Ointment, returns may only be accepted under specific circumstances.

A return or replacement may be considered if:

• The product received is damaged or defective.
• The wrong product was sent.
• The product received is different from the product ordered.
• The product is damaged during delivery.
• The product has a packaging or manufacturing issue.

Customers should contact us as soon as possible after receiving their order if there is an issue with the product.

2. Products That Cannot Be Returned

For hygiene, safety, and product-quality reasons, opened, used, or tampered-with ointments and other personal-care products generally cannot be returned.

Returns may also not be accepted for:

• Products that have been opened or used.
• Products with damaged or removed seals.
• Products damaged due to improper storage or handling by the customer.
• Products returned without prior approval.
• Products returned after the applicable return period.

3. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect product, please contact us promptly with your order details.

We may request photographs or other information showing the condition of the product or packaging so that we can assess the issue.

If the issue is confirmed, we may offer a replacement or refund, depending on the circumstances and availability of the product.

4. Return Request

To request a return or replacement, please contact us with:

• Your name
• Order number
• Contact number
• Details of the issue
• Photographs of the product and packaging, if applicable

Our team will review your request and provide instructions if the product qualifies for return.

Please do not send any product back without contacting us first and receiving return instructions.

5. Refunds

If your refund request is approved, the refund will be processed using the applicable payment method or another appropriate method agreed upon with the customer.

The time required for a refund to appear in your account may depend on the payment provider or financial institution.

Shipping or delivery charges may not be refundable unless the return is due to an error on our part, a defective product, or another eligible issue.

6. Replacement

Where appropriate, we may provide a replacement instead of a refund.

Replacement products are subject to availability. If the same product is unavailable, we may provide an alternative resolution, including a refund where applicable.

7. Change of Mind

Returns or refunds may not be available simply because a customer has changed their mind after placing an order, particularly where the product has been opened, used, or delivered in accordance with the original order.

We encourage customers to review product information carefully before placing an order.

8. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing the order.

An order may only be cancelled if it has not already been processed, dispatched, or delivered.

Once an order has been dispatched, cancellation may no longer be possible and the applicable return policy will apply.

9. Delivery Issues

If an order is delayed, lost, or damaged during delivery, please contact us so that we can assist in resolving the issue.

Where necessary, we may coordinate with the relevant courier or delivery service to investigate the shipment.

10. Product Storage and Handling

Customers are responsible for storing and handling products according to the instructions provided with the product.

We are not responsible for damage or changes to a product resulting from improper storage, excessive heat, moisture, contamination, misuse, or failure to follow the provided instructions.

11. Medical Products and Personal Use

Dr Burn Ointment is intended for its stated purpose and should be used according to the product instructions and appropriate professional guidance.

Individual responses to any product may vary. If you experience an unexpected reaction or have concerns regarding the use of a product, discontinue use where appropriate and seek advice from a qualified healthcare professional.

This Refund & Return Policy does not replace or limit any rights or protections available to customers under applicable law.

12. Contact Us

If you have any questions regarding our Refund & Return Policy, returns, replacements, or refunds, please contact us.

Dr. Gulnaz
Burn Care Specialist

Email: drburn@gmail.com

Website: Dr Burn Ointment

We will make reasonable efforts to review and respond to return or refund requests promptly.