Clear return policy for safe skincare shopping
KayPharma accepts return or refund requests within 15 days after delivery, but only for eligible cases such as damaged products, wrong products, defective items, or genuine product issues. Because these are skincare products, hygiene and product safety rules apply.
Policy Snapshot
Read this summary before submitting a return or refund request.
What customers need to know
This policy is designed to protect customers while keeping skincare product hygiene standards clear.
15 Days After Delivery
Return or refund requests are accepted within 15 days from the date your order is delivered.
Eligible Cases
Damaged, wrong, defective, leaked, expired, or product issue cases can be reviewed by our support team.
Skincare Hygiene
Opened or used skincare products are not accepted for normal return unless there is a verified product issue.
Support Review
All return and refund claims are checked by KayPharma support before approval.
What is accepted and what is not accepted
Be strict here. Skincare return policies must be clear because products can be opened, used, or contaminated after delivery.
Eligible for Review
Product, tube, bottle, seal, or packaging is damaged during delivery.
You received a different KayPharma product than the one you ordered.
The product is leaking, broken, defective, or has a visible packaging issue.
If an expired product is received, it can be submitted for review with clear photos.
Any genuine issue with the product may be reviewed after evidence is provided.
Not Eligible for Return
Returns are not accepted only because the customer changed their mind after delivery.
Due to hygiene reasons, opened or used skincare products cannot be returned unless a verified issue exists.
If the customer ordered the wrong product by mistake, return approval is not guaranteed.
Requests submitted after 15 days from delivery may not be accepted.
Claims without order details, photos, or issue evidence may be rejected.
Please read before submitting a claim
KayPharma products are skincare items, so returns are handled carefully for customer safety, product hygiene, and quality control.
A return or refund request does not mean automatic approval. Every claim is reviewed by our support team based on the order details, product condition, issue type, and evidence provided.
Submit your request within 15 days after delivery.
Photos and order details are required.
Keep product packaging, parcel packaging, invoice, and labels until your issue is resolved.
1. Return & Refund Window
KayPharma accepts return or refund requests within 15 days after order delivery. The 15-day period starts from the day the order is delivered to the customer.
Requests submitted after this period may not be accepted unless KayPharma decides to review the case as an exception.
2. Skincare Product Safety & Hygiene
Because KayPharma sells skincare products, we cannot accept normal returns for opened, used, or tampered products unless there is a verified product issue.
This policy protects customers and helps maintain product safety standards.
3. Product Reaction or Suitability
Skincare results may vary from person to person depending on skin type, routine, environment, and product usage. A product not suiting an individual skin type is not automatically treated as a defective product.
If you believe there is a genuine product issue, contact support with photos, product details, batch/expiry information if visible, and complete order details.
4. Proof Required for Claim
- Order number or order confirmation details.
- Customer name and phone number used for the order.
- Clear photos of the product issue.
- Clear photos of the parcel packaging if damaged during delivery.
- Product batch, expiry, or label photo if relevant.
- Short explanation of the issue.
How to request a return or refund
Follow these steps so your claim can be reviewed quickly and properly.
Contact Support
Message KayPharma on WhatsApp or email within 15 days after delivery.
Share Order Details
Send your order number, name, phone number, city, and delivery date.
Send Evidence
Share clear product photos, parcel photos, and details of the issue.
Review & Approval
Our team reviews the claim and confirms whether it is approved or rejected.
Refund or Replacement
If approved, KayPharma may offer a replacement, exchange, store credit, or refund depending on the case.
What happens after approval?
Approved claims are handled according to the issue type, product condition, and order record.
Approved Claim Options
After review, KayPharma may offer one of the following solutions depending on the case:
- Product replacement.
- Exchange with the correct product.
- Store credit or coupon.
- Refund, if replacement or exchange is not suitable.
Refund Processing
If a refund is approved, processing time may vary depending on the payment method and required verification. For Cash on Delivery orders, refund details may be confirmed through customer support.
KayPharma may require bank account, mobile wallet, or other payment information to process an approved refund.
Return Shipping
If the issue is confirmed to be due to damaged, wrong, defective, or product issue from KayPharma’s side, return shipping instructions will be shared by support.
If a return is requested for a non-defective reason, KayPharma may reject the request or may ask the customer to bear shipping charges, depending on the case.
Common customer questions
These answers reduce confusion and help customers understand the policy before submitting a claim.
How many days do I have to request a return or refund?
You must contact KayPharma within 15 days after delivery for eligible return or refund claims.
Can I return a skincare product after opening it?
Opened or used skincare products are not accepted for normal return due to hygiene reasons, unless there is a verified product issue.
What if I receive a damaged product?
Contact us as soon as possible with order details, product photos, and parcel photos so our support team can review your claim.
What if I receive the wrong product?
If you receive a product different from what you ordered, contact support with your order details and product photos for review.
Can I return a product because it did not suit my skin?
Individual skin response can vary, so this is not automatically treated as a product defect. If you believe there is a genuine product issue, contact support with complete details.
How can I contact KayPharma for a claim?
You can contact us on WhatsApp at +92 315 4204023 or email us at support@kaypharma.pk.
Need help with a damaged, wrong, or defective product?
Contact KayPharma support within 15 days after delivery and share your order details with clear photos of the issue.
Start Claim on WhatsApp