Refund policy

Return & Refund Policy – THE Khatoon Shop

Last updated: 13 October 2026

At THE Khatoon Shop, customer satisfaction is important to us. We aim to provide quality products and a smooth shopping experience. Please read our Return & Refund Policy carefully before placing an order.

1. Return Eligibility

We accept return requests under the following circumstances:

  • You receive a damaged product.

  • You receive an incorrect product or a product different from what you ordered.

  • Your product arrives defective or faulty.

To qualify for a return, you must contact us within 48 hours of receiving your order and provide clear photos or videos showing the issue.

2. Non-Returnable Products

For hygiene, safety, and product-quality reasons, the following items are generally not eligible for return or exchange unless they arrive damaged, defective, incorrect, or otherwise qualify for a remedy under applicable law:

  • Opened or used cosmetics and beauty products.

  • Products with broken seals or damaged packaging caused after delivery.

  • Products damaged through misuse, improper storage, or accidental handling by the customer.

  • Items returned without prior approval from our customer support team.

3. How to Request a Return

To request a return:

  1. Contact our customer support team within 48 hours of receiving your order.

  2. Provide your order number and the reason for the return.

  3. Send clear photos or videos of the product and its packaging if the product is damaged, defective, or incorrect.

  4. Wait for confirmation and return instructions from our team before sending any item back.

Returns sent without prior approval may not be accepted.

4. Refund Policy

If your return request is approved, we will assess the issue and inform you of the available resolution.

Depending on the circumstances, the resolution may include:

  • A replacement product.

  • An exchange, where available.

  • A refund for an eligible order or product.

Refunds will be processed using an agreed and appropriate payment method. For bank transfers, we may request the account details necessary to issue the refund. We will never ask for your banking password, PIN, or OTP.

For Cash on Delivery orders, our team will contact you to arrange an appropriate refund method.

5. Refund Processing Time

Once a refund is approved, we aim to process it within 7–14 business days. The time it takes for the amount to reach you may depend on your bank or payment provider.

We will communicate any significant delays to you.

6. Shipping Costs

If a return is necessary because we sent an incorrect item or the product arrived damaged or defective, we will coordinate an appropriate solution for the return or replacement delivery.

For other approved returns, any applicable shipping charges will be communicated before the return is arranged.

7. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible.

Orders that have not yet been dispatched may be eligible for cancellation. Once an order has been dispatched, cancellation may no longer be possible, and the return process may apply instead.

8. Incorrect Delivery Information

Customers are responsible for providing accurate delivery details when placing an order. If a parcel is returned because of an incorrect address or unavailable recipient, additional delivery charges may apply to a re-delivery, where permitted by applicable law and communicated to the customer.

9. Important Conditions

  • Please inspect your order promptly after delivery.

  • Keep the original packaging until you have checked your items.

  • Do not send products back before receiving return instructions.

  • All return and refund requests are subject to verification and applicable consumer protection laws.

Nothing in this policy limits any rights you may have under applicable law.

10. Contact Us

For return, exchange, or refund requests, please contact us:

Store Name: THE Khatoon Shop
Email: [thekhatoon.shop2020@gmail.com]
Phone/WhatsApp: [Insert your business contact number]
Location: Pakistan

We appreciate your trust in THE Khatoon Shop and will do our best to resolve eligible issues fairly and promptly.