Refund policy

RETURN AND REFUND POLICY

Last updated: 13 September 2026

At PureDerma, we want you to feel confident when shopping with us. Please read this policy carefully before placing an order.

RETURN WINDOW

You may request a return within seven calendar days after receiving your order.

To qualify for a return, the product must:

• Be unused, unopened and in its original condition
• Have its original seal, packaging, labels and accessories intact
• Include the order number or other proof of purchase
• Be returned only after approval from PureDerma

Due to health, hygiene and product-safety requirements, opened, tested, used or unsealed cosmetics, skincare, haircare, personal-care products and beauty tools cannot be returned because of a change of mind.

NON-RETURNABLE ITEMS

Returns will normally not be accepted for:

• Products that have been opened, used, tested or unsealed
• Products damaged after delivery through misuse or improper storage
• Items returned without their original packaging
• Products purchased during a clearance or final-sale promotion, unless defective, damaged, expired or incorrectly supplied
• Products returned because the shade, fragrance, texture or formula did not suit the customer
• Products that caused personal sensitivity or an allergic reaction, unless the product was defective or incorrectly supplied
• Gift cards, promotional gifts and free samples

Customers should carefully review the product title, description, ingredients, shade and usage instructions before ordering. We recommend performing a patch test before using a new skincare or cosmetic product.

DAMAGED, DEFECTIVE, EXPIRED OR INCORRECT PRODUCTS

Please inspect your parcel immediately after delivery.

If an item is damaged, leaking, defective, expired, missing or different from what you ordered, contact us within 48 hours of delivery.

Please provide:

• Your order number
• Clear photographs of the product and packaging
• A photograph of the courier label
• A short explanation of the issue
• An unboxing video, if available

After verification, PureDerma may offer a replacement, exchange, store credit or refund, depending on product availability and the nature of the issue.

Do not discard the product or its packaging until your claim has been resolved.

RETURN PROCESS

To request a return, contact PureDerma:

Email: sales@purederma.pk
Call or WhatsApp: 0310 0046875
Website: https://purederma.pk

Please do not send a parcel without receiving approval. The return address and delivery instructions will be provided after the return request has been reviewed and approved.

PureDerma does not accept responsibility for parcels returned without approval or sent to an incorrect address.

RETURN DELIVERY COSTS

If PureDerma supplied an incorrect, damaged, defective or expired product, we will arrange or reimburse reasonable return delivery costs.

For an approved change-of-mind return, the customer will be responsible for the return delivery charges and safe packaging of the product.

Original delivery charges are not refundable unless the return is caused by an error by PureDerma or a confirmed product defect.

REFUNDS

Returned products will be inspected after they are received.

If the return is approved, the refund will normally be processed within 5–10 working days. Processing time may vary depending on the bank, payment provider or refund method.

Online payments will normally be returned to the original payment method. For Cash on Delivery orders, we may request verified bank or mobile-wallet details to process the refund.

Courier charges, payment-processing charges and other non-refundable costs may be deducted where the return is not caused by an error by PureDerma.

EXCHANGES

Exchanges are subject to product availability. If the requested replacement is unavailable, PureDerma may provide store credit or a refund.

ORDER CANCELLATION

An order may be cancelled before it has been dispatched. Once an order has been handed to the courier, it cannot normally be cancelled and must follow the applicable return process after delivery.

CUSTOMER RIGHTS

Nothing in this policy limits any consumer right that cannot legally be excluded under the applicable laws of Pakistan.

PureDerma reserves the right to refuse returns that do not meet the conditions described above or appear to involve misuse, fraud or repeated abuse of the return process.