Refund policy

Return & Refund Policy

Belenza.pk

Last Updated: October 13, 2026

At Belenza.pk, customer satisfaction is important to us. We strive to provide quality beauty, skincare, and personal care products to our customers across Pakistan.

If you receive a damaged, defective, incorrect, or otherwise eligible product, we are here to help. Please review our Return & Refund Policy below before placing an order.

1. Return Eligibility

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

To be eligible for a return, the following conditions generally apply:

  • The product must be unused and in its original condition.
  • The product must be returned with its original packaging, seals, accessories, and any included items, where applicable.
  • Proof of purchase, such as an order number or order confirmation, must be provided.
  • The return request must be submitted within the applicable return period.

Products that do not meet these conditions may not qualify for a return, except where required by applicable law.

2. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, expired, or incorrect product, please contact us within 48 hours of delivery.

To help us resolve your issue quickly, please provide:

  • Your order number.
  • Clear photographs or a video showing the issue.
  • A brief description of the problem.

After reviewing your request, we may offer an appropriate resolution, such as a replacement, exchange, or refund, depending on the circumstances, product availability, and applicable law.

Please retain the product and its packaging until your request has been reviewed.

3. Beauty and Skincare Product Restrictions

For hygiene and product-safety reasons, we generally do not accept returns of beauty, skincare, or personal care products that have been opened, unsealed, used, or tested, unless the product is defective, damaged, incorrect, or a return is otherwise required by applicable law.

Products that are eligible for return should be unused and in their original packaging wherever reasonably possible.

This restriction does not affect any rights customers may have under applicable consumer-protection laws.

4. Non-Returnable Items

Unless required by applicable law, the following items are generally not eligible for return due to hygiene or product-safety considerations:

  • Opened or used skincare and beauty products.
  • Products with broken or removed hygiene seals.
  • Products damaged through misuse or improper storage after delivery.
  • Items returned without their original packaging where that packaging is necessary for product safety or identification.
  • Products returned after the applicable return period, except where an extension or remedy is required by law.

Damaged, defective, incorrect, or otherwise legally eligible products will be assessed separately.

5. How to Request a Return

To request a return or exchange, follow these steps:

Step 1: Contact our customer support team through our official email or WhatsApp number.

Step 2: Provide your order number, reason for the return, and any supporting photographs or videos where relevant.

Step 3: Wait for our team to review your request and provide return instructions.

Step 4: If your return is approved, follow the instructions provided by our customer support team.

Please do not send products to an address that has not been confirmed by our team.

6. Refund Policy

Once an eligible returned product has been received and inspected, we will notify you whether your refund request has been approved.

If approved, the refund will be processed within 7–14 business days, depending on the payment method and any applicable verification or processing requirements.

The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

Where a refund is due for a Cash on Delivery order, our customer support team will coordinate with you to arrange an appropriate refund method and verify the necessary details.

Any refund will be handled in accordance with applicable law.

7. Cash on Delivery (COD) Orders

Belenza.pk offers Cash on Delivery for eligible orders in Pakistan.

For COD orders:

  • No advance payment is required unless otherwise stated at checkout.
  • If an eligible return is approved after delivery, our team will explain the available refund or exchange process.
  • Customers may be asked to provide verified details necessary to process a refund.
  • Refunds will not ordinarily be made in cash by a courier unless expressly arranged and confirmed by Belenza.pk.

Please do not share your banking passwords, PINs, or OTPs with anyone claiming to process your refund.

8. Exchange Policy

Exchanges may be available for eligible products, subject to product availability and approval by our customer support team.

If you receive an incorrect, damaged, or defective product, please contact us promptly.

If the requested replacement is unavailable, we will discuss an appropriate alternative or refund, as applicable.

Products cannot be exchanged solely because they have been opened or used, except where required by applicable law or where an approved remedy applies.

9. Return Shipping Costs

If a return is necessary because we sent an incorrect product or the item arrived damaged or defective, Belenza.pk will communicate the appropriate return-shipping arrangement.

For other approved returns, return-shipping costs may be the customer's responsibility, where permitted by applicable law and communicated before the return is arranged.

Please contact our team before shipping any item back to us.

10. Order Cancellations

Customers who wish to cancel an order should contact us as soon as possible.

We will try to accommodate cancellation requests before the order is processed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, the return process and applicable eligibility requirements may apply.

Any cancellation of a prepaid order and any resulting refund will be handled according to our applicable policies and law.

11. Refund Delays

If you have not received an approved refund within the communicated processing period, please contact our customer support team with your order number.

We will review the status of your request and provide an update.

Refund processing times may vary depending on the payment method, bank, payment provider, or verification requirements.

12. Contact Us

If you have any questions about our Return & Refund Policy, please contact us:

Store Name: Belenza.pk
Website: https://belenza.pk
Email: [belenza.pk@gmail.com]
Phone/WhatsApp: [03021793828]
Business Address: [Lahore Jaranwala Road Lahore]

Please include your order number in all return and refund inquiries so that we can assist you efficiently.

Thank you for shopping with Belenza.pk. We appreciate your trust and look forward to serving you.