Refund & Return Policy
Buff.pk Marketplace
At Buff.pk, customer satisfaction is our priority. We specialize in cosmetic products and understand the importance of quality and hygiene. This policy outlines our return and refund procedures specifically for cosmetic products, ensuring your safety and satisfaction while adhering to health and hygiene standards.
Contents
Other Policies
1. Eligibility for Returns & Refunds
Due to health and hygiene considerations, cosmetic products have specific return eligibility requirements:
1.1 Valid Return Reasons
- Damaged or Defective Products: Items received with manufacturing defects or damage during shipping
- Wrong Items Delivered: You received a different cosmetic product than what you ordered
- Missing Items: Parts or accessories missing from your order
- Quality Issues: Product does not match the description or quality standards
- Not as Described: Product significantly differs from listing description or images
- Unopened Products: Items that remain sealed and unused in original packaging
1.2 Return Window
- Returns and refund requests must be initiated within 3 days of receiving the product
- The 3-day period starts from the date of delivery, not order placement
- Proof of purchase (receipt or order confirmation) is required
- All return requests must be submitted through your Buff.pk account or customer service
Health & Hygiene Notice: For your safety and the safety of others, opened or used cosmetic products cannot be returned or refunded. Products must be unused, unopened, and in their original packaging with all seals intact.
2. Return Process
To initiate a return for cosmetic products, follow these steps:
2.1 How to Request a Return
- Step 1: Contact our customer service via email at contact@buff.pk with your order number and reason for return
- Step 2: Alternatively, log in to your Buff.pk account, go to 'My Orders', select the order, and click 'Return Item'
- Step 3: Provide your order number and clearly state the reason for return
- Step 4: Upload photos if applicable (for damaged or defective items)
- Step 5: Our customer service team will review your request and provide return instructions
- Step 6: You'll receive return instructions and the return address via email
2.2 Return Shipping
- Securely package the cosmetic product in its original packaging
- Ensure all seals are intact and the product is unused
- Include the original invoice or proof of purchase
- Ship the item to the return address provided by our team
- Customers are responsible for return shipping costs unless the item arrived damaged or was sent in error
- We recommend using a trackable shipping method
2.3 Return Inspection
- Once we receive your returned cosmetic product, our team will inspect it
- We verify that the product is unused, unopened, and in original condition
- Inspection typically takes 2-3 business days after receipt
- You'll be notified via email of the approval or rejection of your refund
- If approved, refund processing begins immediately
3. Refund Process
3.1 Refund Processing
- Once we receive and inspect the returned cosmetic product, we will notify you of the approval or rejection of your refund
- If approved, your refund will be processed immediately
- Refunds are processed to your original method of payment
- You will receive an email confirmation once the refund has been processed
3.2 Refund Timeline
- Approved refunds will be processed to your original payment method within 5-10 business days
- Credit/Debit Cards: Refunded to the same card within 5-10 business days
- Mobile Wallets (JazzCash, Easypaisa): Refunded within 5-10 business days
- Bank Transfer: For cash on delivery orders, refund via bank transfer within 5-10 business days (requires account details)
- Additional time may be required by your payment provider or bank
3.3 Refund Amount
- Full refund of the product price for valid returns
- Original shipping charges are refunded only if the item arrived damaged or was sent in error
- Return shipping costs are the customer's responsibility unless the item was damaged or sent in error
- COD charges (if applicable) will be refunded for eligible returns
4. Processing Timeline
Complete Return & Refund Timeline
Return Request Submission
Contact customer service via email or through your account
Return Instructions
24-48 hours - Our team provides return address and instructions
Product Shipping
You ship the product to our return address (customer responsible for shipping costs)
Inspection & Approval
2-3 business days - After we receive the item, we inspect and notify you
Refund Processing
5-10 business days - Refund processed to your original payment method
Note: Total timeline from return request to refund receipt: approximately 10-20 business days, depending on shipping time and payment processing.
5. Non-Returnable Items
Due to health and hygiene standards, the following cosmetic products are not eligible for returns or refunds:
5.1 Opened or Used Products
- Any cosmetic product that has been opened or used cannot be returned
- Products with broken or tampered seals
- Items where the original packaging has been removed or damaged
- Products that show any signs of use, testing, or application
- Items where the protective seal, shrink wrap, or safety sticker has been removed
5.2 Time-Based Exclusions
- Products returned after the 3-day return window
- Items without valid proof of purchase or order confirmation
- Returns initiated without proper authorization from customer service
5.3 Condition-Based Exclusions
- Products not in their original condition or packaging
- Items damaged after delivery due to misuse or mishandling
- Products with missing accessories, components, or free gifts
- Items without original tags, labels, or documentation
Important: For health and hygiene reasons, we cannot accept returns of opened cosmetic products. This policy protects all our customers and ensures product safety.
6. Return Conditions
To ensure your cosmetic product return is accepted, please strictly adhere to these conditions:
6.1 Product Condition Requirements
- Product must be completely unused and unopened
- All protective seals, shrink wrap, and safety stickers must be intact
- Original packaging must be in perfect condition
- Product must be in its original, factory-sealed state
- No signs of tampering, opening, or use
- All original tags, labels, and documentation must be present
6.2 Packaging Requirements
- Use the original product packaging for return
- Ensure the cosmetic product is securely packed to prevent damage during transit
- Include all accessories, free gifts, and promotional items
- Do not write or place labels directly on the product packaging
- Protect the product with additional padding if needed
6.3 Documentation Requirements
- Valid proof of purchase (original invoice or order confirmation)
- Order number clearly visible
- Return authorization (if provided by customer service)
- Photos of damaged or defective items (if applicable)
- Clear reason for return stated in your request
Tip: Inspect your cosmetic product immediately upon delivery. If you notice any issues, do not open the product and contact us within 24 hours for fastest resolution.
7. Exchanges
7.1 Exchange Policy
- We only replace cosmetic items if they are defective or damaged
- Exchanges are available for the same product only
- Exchange requests must be made within the 3-day return window
- The product must be unused, unopened, and in original packaging
- Contact customer service to request an exchange
7.2 Exchange Process
- Contact our customer service at contact@buff.pk with your order number
- Provide details about the defective or damaged item
- Include photos if applicable
- Our team will review your request and provide exchange instructions
- Return the defective item following our return process
- After verification, we will ship the replacement product
7.3 Exchange Limitations
- Exchanges are only available for defective or damaged items
- We do not offer exchanges for change-of-mind or wrong color/shade selections
- Replacement will be for the exact same product only
- No exchanges for products that are out of stock
- Only one exchange allowed per order item
Note: For cosmetic products, we prioritize refunds over exchanges to ensure product safety and hygiene. If you need a different shade or variant, please return the unopened product and place a new order.
8. Contact & Support
For return or refund-related inquiries, please contact our customer support team:
Customer Support
Quick Tip
Take photos/videos while unboxing to document any damage or discrepancies for faster claim processing.
Track Your Return
Monitor your return status in real-time through your Buff.pk account dashboard under 'My Returns'.
Note
Buff.pk reserves the right to modify this Refund & Return Policy at any time. Changes will be effective immediately upon posting to the website. We encourage you to review this policy periodically.