Refund policy
Return, Exchange & Refund Policy
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) Damaged, Wrong or Missing Items: report within 24 hours
If your order arrives damaged, broken, incorrect or with items missing, contact us within 24 hours of delivery. Claims made after 24 hours may not be accepted, as we can no longer verify the condition at delivery.
Please send an unedited, continuous unboxing video showing:
- the sealed parcel from all sides before opening
- the shipping label with your order details clearly visible
- the parcel being opened in one take, without cuts
- the product's condition and quantity clearly visible
We'll review your video together with our order and packing records. If the fault was ours, we'll arrange a replacement or refund promptly, at no cost to you. If the claim can't be verified, we may not be able to offer a refund or replacement.
Send your video, order number and a short description to hello@cosmeticsdiary.pk or WhatsApp +92 302 8088333.
2) Returns & Exchanges: within 7 days
You can return or exchange a product within 7 days of delivery, including if you've changed your mind, as long as it is:
- unused and unopened, with all seals intact
- in its original packaging
- returned with your order number or order confirmation
How to return: contact us by WhatsApp or email to request a return. Once approved, send the item by courier to our address in Section 8. Return shipping is paid by the customer, except for damaged, faulty or incorrect items.
Orders can be cancelled free of charge before they are shipped; once shipped, they are treated as returns.
3) Defects Found During Use
If a product turns out to be faulty after opening (for example, a device that doesn't work), tell us within 7 days of delivery and we'll replace or refund it after inspection.
After 7 days, electronic and facial devices remain covered by the manufacturer's warranty as stated at purchase. We'll coordinate the claim for you and confirm the outcome before proceeding.
4) Not Eligible for Return
- Opened, used or unsealed cosmetics and skincare (for hygiene reasons), unless faulty or damaged on arrival
- Flash sale and clearance items, unless faulty or damaged on arrival
- Gift cards
5) Refund Processing
Returned items are inspected within 24–48 hours of reaching us. Approved refunds are completed within 3 days of us receiving the returned item, by bank transfer, Easypaisa, JazzCash or Raast ID to the person who placed the order.
The original shipping fee and return shipping costs are non-refundable, except when the item was damaged, faulty or incorrect.
If a returned item doesn't meet the conditions above, we'll let you know and send it back to you at your cost. Items not collected or paid for within 6 months may be disposed of.
We may decline future orders from customers with repeated unsupported claims.
6) Gift Returns
Gifts can be returned within 7 days of delivery under the same conditions as above, with the order number.
7) Late or Missing Refunds
If you haven't received your refund within within 3 days of us receiving your return, first check your bank or wallet account. If it's still missing, email hello@cosmeticsdiary.pk.
8) Contact Us
Cosmetics Diary
Email: hello@cosmeticsdiary.pk
Phone / WhatsApp: +92 302 8088333
Address: Plot # 733/C, Block 2, C.C. Area, Razzaq Chamber Office # 2, Tariq Road, Karachi 75400, Pakistan