Return & Refund Policy

Effective Date: August 26, 2026

At Self Care Store, we want you to receive your beauty and personal-care products in perfect condition. If you receive an incorrect, damaged, defective, or incomplete order, we are here to help.

This Return & Refund Policy applies to all orders placed through selfcarestore.pk.

1. Eligibility for Returns

We accept returns or replacement requests only in the following situations:

• You received the wrong product.
• The product arrived damaged or defective.
• An item is missing from your order.
• The product received is materially different from what you ordered.

For hygiene and safety reasons, opened or used skincare, makeup, haircare, body-care, and personal-care products generally cannot be returned unless the product arrived damaged or defective.

Return requests must be submitted within 48 hours of delivery.

Requests submitted after 48 hours may not be eligible for a return or replacement.

2. Condition of the Product

To be eligible for a return or replacement, the product should:

• Be unused and unopened, where applicable.
• Be in its original packaging.
• Include all original accessories, labels, seals, and promotional items, where applicable.
• Be accompanied by your order number or other proof of purchase.

If you receive a damaged or defective product, please do not throw away the product or its packaging until your claim has been reviewed and resolved.

3. How to Request a Return

To report a damaged, defective, incorrect, or incomplete order, contact our customer support team within 48 hours of delivery.

Please provide:

1. Your order number.
2. Your name and contact number.
3. A clear description of the issue.
4. Clear photos of the product.
5. Photos of the outer packaging/shipping parcel if the package arrived damaged.
6. A short video, if necessary, to demonstrate the issue.

Our team will review your request and let you know whether the order qualifies for a replacement or refund.

4. Wrong Product Received

If we send you a product different from the one you ordered, please contact us within 48 hours of delivery.

After verification, we may arrange a replacement with the correct product or provide an appropriate refund.

If the incorrect product was sent due to an error on our part, Self Care Store will cover the applicable return shipping cost.

5. Damaged or Defective Products

If your product arrives damaged or defective, contact us within 48 hours of delivery with photos and/or video evidence.

Once the issue is verified, we may offer:

• A replacement of the same product, subject to availability; or
• A refund; or
• Store credit, where appropriate.

If the damage occurred during delivery or resulted from an error on our part, Self Care Store will cover the applicable return shipping cost.

6. Missing Items

If an item is missing from your package, please contact us within 48 hours of delivery.

We may request photos or videos of the received package and its contents to verify the claim.

After verification, the missing item may be shipped separately or an appropriate refund/store credit may be issued.

7. Non-Returnable Products

Due to hygiene, safety, and product integrity, we generally do not accept returns for:

• Products that have been opened or used.
• Products where the original seal has been removed.
• Products damaged after delivery due to misuse or improper storage.
• Products without their original packaging, where applicable.
• Products returned after the 48-hour reporting period.
• Change-of-mind purchases where the product has already been opened or used.

However, damaged, defective, or incorrectly supplied products may qualify for a replacement or refund after verification.

8. Change of Mind

We understand that sometimes you may change your mind after placing an order.

If you wish to cancel your order, please contact us within 12 hours of placing the order or before it is shipped, whichever comes first.

Once an order has been shipped, it cannot be cancelled through our standard cancellation process.

For hygiene reasons, we generally do not accept returns of opened or used beauty and personal-care products simply because the customer has changed their mind.

9. Refunds

If your return is approved, you may receive one of the following, depending on the circumstances:

• Replacement of the product.
• Refund to the original payment method, where applicable.
• Refund through an available alternative payment method.
• Store credit.

Refunds are normally processed within 5–7 working days after your return/refund has been approved.

The time required for the funds to appear in your account may vary depending on your bank, payment provider, or financial institution.

Cash on Delivery Orders

For eligible Cash on Delivery (COD) refunds, we may request your bank account or other suitable payment details to process the refund.

Please make sure the payment information provided to us is accurate and belongs to the intended recipient.

10. Shipping Charges

If a return is required because:

• We sent the wrong product;
• The product arrived damaged;
• The product arrived defective; or
• An item was missing from the order,

Self Care Store will cover the applicable return shipping cost after the claim has been verified.

For returns requested for reasons not covered by this policy, the customer may be responsible for the applicable shipping costs.

11. Replacement Products

Replacement products are subject to availability.

If the exact product is unavailable, we may offer:

• A suitable alternative;
• Store credit; or
• A refund,

depending on the circumstances and customer preference.

12. Refunds for Out-of-Stock Products

If an order has been accepted but a product becomes unavailable before dispatch, we may contact you to offer an alternative product or refund the unavailable item.

If no suitable alternative is available, the amount paid for the unavailable item will be refunded through an appropriate payment method.

13. Order Delivery Issues

If your parcel appears damaged when delivered, please inspect the package as soon as possible and contact us within 48 hours if the product inside is damaged or missing.

Where possible, keep the original shipping package and packaging materials until your claim has been resolved.

14. Important Notice About Product Appearance

Actual product packaging, labels, colors, or designs may occasionally differ from website images due to manufacturer updates.

Such differences do not necessarily indicate that the product is incorrect or defective.

If you believe you have received a completely different product from the one ordered, please contact us within 48 hours so our team can investigate.

15. How We Handle Return Requests

All return and refund requests are reviewed individually.

Approval of a return, replacement, or refund is subject to verification of the issue and compliance with this policy.

Self Care Store reserves the right to decline requests that do not meet the requirements of this Return & Refund Policy.

16. Contact Us

For return, replacement, or refund assistance, please contact Self Care Store through the customer support contact details provided on our website.

When contacting us, please include your order number so that we can assist you as quickly as possible.

Website: selfcarestore.pk

Customer Support: [Your actual support email/WhatsApp should be inserted here]