Refund policy

Last updated: 8/11/2026

We want you to be confident in what you're buying. Because skincare and haircare are personal-hygiene products, our rules balance your protection with product safety.

Return window

Return requests must reach us within 7 days of delivery.

What we accept

Unopened products — unused, seals intact, outer carton undamaged, with all inserts.

Damaged, defective, wrong or missing items — reported within 48 hours of delivery. We will replace the item or refund you in full, including delivery charges.

Please film or photograph the parcel as you open it. Clear photos of the outer bag, the carton and the product let us approve most claims the same day. Without them, damage claims are difficult for us to verify or file with our courier.

What we cannot accept

  • Products that have been opened, used, or had the seal broken — for hygiene and safety reasons
  • Requests made more than 7 days after delivery
  • Products damaged by misuse, incorrect storage, or exposure to heat or sunlight
  • Items bought from a pharmacy, clinic or any retailer other than pureskinpk.com — please return those to the point of purchase
  • Free gifts and promotional items

Skin reactions

Cosmetic products affect everyone differently, and an individual reaction is not a product defect, so we cannot accept an opened product as a return on that basis. We do want to hear about it. Contact us with your order number and a description of what happened — our team reviews every report, and where a genuine formulation issue is identified we will make it right.

How to start a return

  1. Email pure.skin.smc.private.limited@gmail.com or WhatsApp +92-3105588659 within the return window.
  2. Include your order number, the item, the reason, and photos.
  3. We will confirm approval and arrange the return.

Please do not ship anything back before you receive our confirmation — unapproved returns cannot be processed or refunded.

Return shipping

  • Our error (wrong, damaged, defective or missing item): we arrange and pay for a Leopards reverse pickup. You pay nothing.
  • Change of mind on an unopened product: return shipping is at your cost.

Keep the courier receipt and tracking number until your return is settled. We cannot take responsibility for returns lost in transit that we did not arrange.

Exchanges

We do not run direct exchanges. Return the eligible item for a refund and place a fresh order for what you'd prefer.

Order cancellation

You may cancel any order free of charge before it is dispatched — email or WhatsApp us as soon as possible. Once the parcel is booked with Leopards, the return process above applies.

Inspection of returns

Returned items are inspected within 2 working days of reaching us. We will confirm by email whether the refund is approved. If a return is rejected — for example, the seal has been broken — we will tell you why and can ship the item back at your cost.

How refunds are issued

All our orders are cash on delivery, so refunds are made by bank transfer, JazzCash or Easypaisa. Once approved, we will ask for the account title and account or wallet number.

Please send these exactly as registered. We can only transfer to an account in the name of the person who placed the order, and we are not responsible for refunds sent to incorrect details you have supplied.

We never issue refunds in cash through the courier or the rider. If anyone calls claiming to process your Pure Skin refund and asks for OTPs, PINs or wallet passwords, it is a scam — hang up and contact us directly.

Refund timeline

Approved refunds are issued within 7–10 working days. The time it takes to appear in your account depends on your bank or wallet provider.

Delivery charges

Delivery charges are refunded only where the fault is ours. On change-of-mind returns, the original delivery charge is not refunded.

Partial orders

If only part of your order is returned, we refund the value of the returned items. Any discount applied to the order is recalculated across the items you keep, and the difference is deducted.

Orders you never received

Because payment is collected on delivery, no refund is needed for an order that never reaches you.

  • Cancelled before dispatch: nothing has been paid, so nothing is owed.
  • Parcel refused or undeliverable: the order is cancelled and no payment is taken.
  • Out of stock after ordering: we will offer a replacement or cancel at no cost to you.

Store credit

Where a refund is not possible, we may offer store credit valid for 12 months from issue.

Contact

Email pure.skin.smc.private.limited@gmail.com or WhatsApp +92-3105588659 with your order number.