Refund & Returns Policy

Effective Date: September 16, 2026
Last Updated: September 16, 2026

At ALVELA Cosmetics, we are committed to providing our customers with high-quality beauty and cosmetic products and a reliable shopping experience. We carefully inspect and package our products before dispatch.

If you receive an incorrect, damaged, defective, or incomplete order, we are here to help.

1. Return Eligibility

Customers may request a return or exchange within 7 days of receiving their order, subject to the conditions outlined below.

A return or exchange may be accepted if:

• You received the wrong product.
• The product arrived damaged, broken, leaking, or defective.
• The product is missing from the order.
• The product received is materially different from the product ordered.
• The product has a manufacturing defect that was not caused by customer use or handling.

For hygiene and safety reasons, cosmetic products that have been opened, used, applied, tested, or tampered with generally cannot be returned or exchanged unless the product itself is defective, damaged, or incorrectly supplied.

2. Non-Returnable Products

The following items are generally not eligible for return or exchange:

• Products that have been opened or used.
• Products with broken or removed safety seals.
• Products damaged after delivery due to improper handling or storage.
• Products returned without their original packaging where the packaging is necessary to verify the product.
• Products returned after the applicable return period.
• Products purchased on sale, clearance, or promotional offers, where the product listing specifically states that the item is non-returnable.
• Products returned due to a change of mind after the product has been opened or used.

Certain products may have additional return restrictions based on their nature, hygiene requirements, or the conditions stated on the product page.

3. Damaged or Incorrect Orders

If your order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible and preferably within 48 hours of delivery.

To process your claim, we may request:

• Order number
• Customer name and contact details
• Photos of the product
• Photos of the packaging and shipping label
• A short description of the issue
• Video evidence where appropriate, particularly for damaged or missing items

Please keep the original packaging until your claim has been reviewed.

If the issue is confirmed to be our responsibility, ALVELA Cosmetics may offer a replacement, exchange, store credit, or refund, depending on the circumstances and availability of the product.

4. Return Process

To request a return or exchange:

1. Contact our customer support team through the contact details provided on our website.
2. Provide your order number and explain the reason for the return.
3. Submit photographs or other information requested by our team.
4. Wait for confirmation before sending any product back.
5. If your return is approved, we will provide the return instructions.

Please do not send products back without receiving return instructions from ALVELA Cosmetics.

Unauthorized returns may not be accepted.

5. Return Shipping Charges

If the return is required because:

• We sent the wrong product;
• The product arrived damaged;
• The product is defective; or
• An item was missing from the order,

ALVELA Cosmetics will generally bear the reasonable return shipping cost, subject to verification.

For returns requested for reasons other than an error, defect, or damage attributable to ALVELA Cosmetics, the customer may be responsible for applicable return shipping costs.

6. Refunds

Once an approved return is received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will normally cover the eligible product amount.

Original delivery charges may be non-refundable where the return is not the result of an error, defect, or damage attributable to ALVELA Cosmetics.

Refunds will be processed through an appropriate payment method, which may include:

• Bank transfer
• Easypaisa
• Jazz Cash
• Original payment method, where available

The time required for the amount to reach your account may vary depending on the payment provider or financial institution.

7. Exchanges

If you receive an incorrect, damaged, or defective product, we may provide an exchange for the same product, subject to availability.

If the requested replacement is unavailable, ALVELA Cosmetics may offer an alternative resolution, such as a refund or store credit.

8. Order Cancellation

Customers may request cancellation before an order has been dispatched.

Once an order has been shipped, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

For Cash on Delivery orders, repeated refusal or cancellation of dispatched orders may result in restrictions on future Cash on Delivery purchases.

9. Delivery Issues

If an order is returned to us because of:

• An incorrect or incomplete delivery address;
• Customer unavailability;
• Repeated delivery attempts being unsuccessful;
• Refusal to accept the parcel; or
• Other circumstances attributable to the customer,

additional delivery charges may apply if the customer requests the order to be shipped again.

10. Product Quality & Authenticity

ALVELA Cosmetics is committed to supplying genuine products and maintaining appropriate quality standards.

Customers should inspect their order upon delivery and contact us promptly if they identify any issue with the product.

Our products should be stored and used according to the instructions, warnings, and recommendations provided on the product packaging or product page.

ALVELA Cosmetics is not responsible for problems resulting from misuse, improper storage, unauthorized modification, or failure to follow product instructions.

11. Refund Processing Time

Approved refunds will generally be initiated within 7 business days after the return has been received and inspected.

The actual time for the funds to appear in the customer’s account may depend on the selected payment method and financial institution.

12. Dispute Resolution

If you have an issue with an order, we encourage you to contact our customer support team first so that we can investigate and resolve the matter as quickly as possible.

ALVELA Cosmetics aims to handle customer complaints fairly, transparently, and within a reasonable timeframe.

Nothing in this policy is intended to limit any rights or remedies available to customers under applicable consumer-protection laws.

13. Policy Changes

ALVELA Cosmetics reserves the right to update or modify this Refund & Returns Policy when necessary.

Any changes will be published on this page with the updated effective date.

14. Contact Us

For return, exchange, or refund requests, please contact ALVELA Cosmetics through the contact information provided on our website.

Website: https://alvelacosmetics.com
Email: Info@alvelacosmetics.com
Phone/WhatsApp: 03469060523
Business Address: Deans trade Centre, Saddar Peshawar

 

By placing an order through our website, customers acknowledge that they have read and understood this Refund & Returns Policy.