Return, Refund and Exchange Policy

Last updated: September 4, 2026

This Return, Refund and Exchange Policy applies to skincare products purchased through skinooa.com.

1. Return Period

You may request a return within 3 days of receiving your order by contacting us at info@skinooa.com or via WhatsApp at +92 319 4251700.

Your return request must include:

• Order number;
• Customer name and contact number;
• Product name;
• Reason for the return; and
• Clear photographs or video where relevant.

Do not send a product back before receiving return instructions from us.

2. Eligible Returns

A product may be eligible for return if it is:

• Unopened and unused;
• In its original, sealed packaging;
• In resalable condition;
• Complete with its original label, box, accessories, and packaging; and
• Accompanied by valid proof of purchase.

Because skincare products are applied to the body, hygiene and safety requirements apply to all returns.

3. Products That Cannot Usually Be Returned

For health and hygiene reasons, we generally do not accept returns of products that are:

• Opened, used, tested, or tampered with;
• Missing the original seal, label, or packaging;
• Damaged after delivery because of improper storage or use;
• Returned without proof of purchase; or
• Returned after the return period has expired.

This restriction does not affect your legal rights if the product is defective, damaged during delivery, expired, unsafe, or different from what you ordered.

4. Damaged, Defective, Expired, or Wrong Product

If you receive a damaged, defective, expired, leaking, or incorrect product, contact us as soon as possible and preferably within 2 days of delivery.

Please send:

• Your order number;
• A description of the problem;
• Clear photographs or video of the product;
• Photographs of the outer packaging and delivery label; and
• Any relevant information about the delivery condition.

Please keep the product and packaging until we provide further instructions. Do not throw away or return the item without contacting us first.

After reviewing the issue, we may provide one of the following remedies, subject to applicable law and product availability:

• Replacement with the correct or equivalent product;
• Refund;
• Store credit; or
• Another legally available remedy.

If the problem is confirmed to be our error or a delivery-related issue, we will explain the return or replacement arrangements and the applicable delivery-cost responsibility.

5. Change-of-Mind Returns

If you change your mind, a return may be accepted only if the product is unopened, unused, sealed, and in resalable condition.

Unless the return is caused by our mistake or a defective product, the customer may be responsible for return delivery charges and any original delivery charge that is non-refundable under applicable law.

6. Refunds

Once an approved return is received and inspected, we will notify you whether the refund has been approved.

If approved:

• Refunds will normally be issued using the original payment method where reasonably possible;
• Bank-transfer refunds may require accurate bank details from the customer;
• Cash on Delivery orders will be refunded through a method agreed with the customer;
• Payment-provider or bank processing times may vary; and
• Original delivery charges may be non-refundable unless the product was damaged, defective, incorrect, or applicable law requires a refund.

Refunds will be processed within 7 to 10 business days after approval, subject to the payment provider or bank's processing time.

We will not charge a restocking fee unless it is clearly disclosed in advance and permitted by applicable law.

7. Exchanges

Exchanges are available only if confirmed by us and the replacement product is available.

An exchange product must meet the same hygiene and condition requirements as a return. Opened or used products cannot normally be exchanged unless they are defective, damaged, expired, unsafe, or incorrect.

If the replacement product has a different price, we will explain any additional payment or refund before processing the exchange.

8. Order Cancellation

You may request cancellation before your order is dispatched by contacting us at info@skinooa.com or via WhatsApp at +92 319 4251700, and providing your order number.

After dispatch, the request may be handled under the return procedure. We cannot guarantee cancellation after an order has been handed to the courier.

For Cash on Delivery orders, cancellation before dispatch does not require a payment refund because payment has not yet been collected. Repeated refusal to accept confirmed orders may result in restrictions on future Cash on Delivery orders.

9. Return Inspection

Returned products may be inspected to confirm their condition, packaging, seal, and eligibility. A return may be refused where the product does not meet this policy, subject to mandatory consumer rights.

We may request additional photographs, information, or a return shipment before deciding the request.

10. Product Storage and Use

Customers are responsible for storing products according to the instructions on the product packaging. We may not accept responsibility for damage caused after delivery by heat, sunlight, moisture, contamination, incorrect storage, misuse, or failure to follow product instructions.

If you experience irritation or an unexpected reaction, stop using the product and seek appropriate medical advice. Our customer support team cannot diagnose skin conditions.

11. How to Contact Us

For a return, refund, exchange, cancellation, damaged-product report, or wrong-product report, contact:

Business name: Skinooa.com

Email: info@skinooa.com

Phone / WhatsApp: +92 319 4251700

Address: BurjiWala, Near Girls College Hostel, Jhang, Punjab, Pakistan

Please include your order number in the subject or message so that we can process your request efficiently.

12. Your Legal Rights

This policy does not remove or limit any consumer rights, guarantees, warranties, or remedies that cannot legally be excluded or limited under applicable Pakistani law or other applicable law.

Where this policy conflicts with a mandatory legal right, the mandatory legal right will apply.

13. Policy Updates

We may update this policy from time to time. The updated version will be posted on this page with a revised "Last updated" date. The policy applicable to an order will generally be the version in effect when the order was placed, subject to applicable law.

 

This is a general policy template, not legal advice. Have a qualified attorney review it before publishing, especially to confirm the return period, hygiene exceptions, consumer rights, refund method, and Pakistan-specific e-commerce requirements.