Last updated: September 2025
Scope
This policy applies to physical product sales (Glow e Noor Serum). Because this is a cosmetic product, hygiene and safety are critical. Please read carefully.
A. Return eligibility
- Not eligible: Opened, used or tampered cosmetics unless there is a manufacturing defect.
- Eligible for return/refund/exchange: Items delivered damaged, defective, or incorrect (wrong SKU) — you must report within 48 hours of delivery with photos and order details.
B. How to request a return / report an issue
- Send a message via WhatsApp +92 310 7831066 or email fiestaessential25@gmail.com within 48 hours of delivery.
- Provide order number, photo(s) of received product and a short description of the issue.
- Our team will respond within 24 hours with instructions (we may ask for additional photos or request the item be returned in original packaging).
C. Inspection & resolution
- Once we receive photos (or returned product, if requested), we will inspect and confirm eligibility.
- For eligible cases (defect/wrong item): we will offer replacement or refund (customer’s choice), and cover return shipping costs.
- For non-eligible returns (e.g., change of mind, opened), we may offer store credit at our discretion but we are not obliged to accept.
D. Refund processing
- Refunds to prepaid payments: processed to original payment method within 7–14 business days after confirmation.
- Refunds for COD orders: refunded as store credit or bank transfer (customer may be asked to provide bank account details). We avoid cash refunds for COD due to safety and reconciliation — but we will handle case-by-case.
- Refund amount equals the paid amount after discounts. If you used prepayment discount, the refunded amount will be what you actually paid.
E. Exchanges
- For eligible defective items, replacement shipment will be arranged after confirmation. If the product is unavailable, refund will be processed.
F. Cancellation before shipping
- If you cancel before dispatch, full refund is possible (minus bank charges if any). If you cancel after dispatch, follow returns process.
G. Fraud & abuse
- We may refuse returns or cancel orders where fraud or promo misuse is suspected.
Contact: fiestaessential25@gmail.com
+92 310 7831066