Refund policy
Return, Exchange & Refund Policy
We value your trust, and we want returns and refunds to be as clear and fair as everything else about shopping with us. Please read this policy before requesting a return, exchange, or refund.
1) Reporting a Problem — 24-Hour Window
If your order arrives damaged, broken, incorrect, or with items missing, please contact us within 24 hours of delivery. Claims made after this window may not be accepted, since we're no longer able to verify the condition at the point of delivery.
To help us resolve your claim quickly, please provide an unedited, continuous unboxing video showing: the sealed parcel from all sides before opening, the invoice inside the parcel, the package being opened in one continuous take without cuts, and the product's condition and quantity clearly visible.
If needed, we will also review our own warehouse dispatch footage to verify what was packed and shipped. If our records confirm the order was correct and undamaged at dispatch, we won't be able to issue a refund or replacement. If the fault was on our side, we'll arrange a refund, replacement, or repair promptly.
Send your video, order number, and a short description to hello@cosmeticsdiary.pk or via WhatsApp on +92 302 8088333.
2) Standard Returns & Exchanges — Products must be returned within 7 days of receipt, unused, unopened, with tags attached, in original packaging. Wrong, damaged, defective, or unwanted products can be returned through our Return Form. Exchanges available within 7 days, original condition, invoice required. Return shipping is the customer's responsibility. Cancel before shipping via Customer Service; already-shipped orders are treated as returns once received back.
3) Defective Items & Manufacturer Warranty — Within 7 days: return or exchange under the standard policy, no repair needed. Beyond 7 days: electronic and facial devices remain covered under manufacturer warranty, honored as stated at time of purchase. We'll coordinate the claim and confirm the outcome with you before proceeding.
4) Not Eligible for Return — Used/opened/unsealed cosmetics and skincare (hygiene reasons), Flash Sale/clearance items unless defective, gift cards, change-of-mind returns.
5) Refund Processing — Inspected within 24–48 hours of receipt. Refunds via Online Bank Transfer, Easypaisa, JazzCash, or Raast ID. If no valid issue is found, item is shipped back or discarded after 6 months if declined. We reserve the right to decline future orders from repeated unsubstantiated claims.
6) Gift Returns — Accepted within 7 days, unused, original condition.
7) Return Shipping Costs — Customer's responsibility; non-refundable, deducted from refund amount where applicable.
8) Late or Missing Refunds — Check your bank/wallet, contact them about processing times, then email hello@cosmeticsdiary.pk if still unresolved.
9) Contact Us
Email: hello@cosmeticsdiary.pk
Phone / WhatsApp: +92 302 8088333
Address: Cosmetics Diary, Plot # 733/C, Block 2, C.C. Area, Razzaq Chamber Office # 2, Tariq Road, Karachi 75400, Pakistan