Refund policy

Return & Refund Policy

At Zelya Beauty, your satisfaction is our priority. However, because our products are personal care items, we must adhere to strict hygiene standards to ensure the safety of all our customers.

1. Return Eligibility Criteria

To be eligible for a return or exchange, your item must meet the following conditions:

  • The product must be unopened, unused, and in the same condition that you received it.

  • It must be in the original packaging with all seals intact.

  • You must have the receipt or proof of purchase.

     

2. Return Timeframe

You have 7 days from the date of delivery to initiate a return or exchange request. After 7 days, we unfortunately cannot offer you a refund or exchange.

3. Non-Returnable Items

For health and hygiene reasons, the following are strictly non-returnable:

  • Opened or used skincare, makeup, or hair care products.

  • Items purchased during a Sale or promotional event.

  • Gift cards.

4. Damaged or Defective Products

If you receive an item that is damaged, leaking, or defective, we will make it right immediately.

  • How to report: Email us at [Insert Email] or message us on WhatsApp at [Insert Number] within 24 hours of delivery.

  • Requirements: Please include your order number and clear photos/videos of the damaged product and the shipping box.

  • Resolution: Once verified, we will send a replacement at no extra cost or provide a full refund.

5. Exchange Options

If you wish to exchange an unopened product for another item (e.g., a different shade of tint), please contact us within the 7-day window.

  • Exchanges are subject to stock availability.

  • Any price difference between the items must be settled before the new item is dispatched.

6. Refund Process & Timing

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: We do not offer cash refunds for "change of mind" returns. Instead, we issue Store Credit (via a discount code) for the product amount, valid for your next purchase.

  • Cash Refunds: Only applicable for damaged/defective items if a replacement is unavailable. These are processed via Bank Transfer or Easypaisa/JazzCash within 7–10 business days.

7. Return Shipping Costs

  • Defective/Wrong Items: If we made a mistake, Zelya Beauty will cover all shipping costs for the return and replacement.

  • Customer Preference: For standard returns or exchanges (change of mind), the customer is responsible for paying the return shipping costs. Shipping costs from the original order are non-refundable.

How to Initiate a Return: Please contact our support team . Do not send items back to the courier without prior approval from our team.

Zelya Beauty Pakistan