Returns, replacements and refunds

Last updated: 5 November 2026.

We want you to receive the items you ordered in the condition you should expect. If something is wrong, email customers@kafia.pk or call +92 316 4231565 with your order number.

Damaged, leaking, incorrect or expired items

Please contact us within 7 calendar days of delivery where possible. Describe the problem and share clear photos of the product, outer packaging and shipping label when available. Keep the item and packaging while we review the issue.

A video can help us understand what happened, but an unboxing video is not a condition for raising a genuine claim. Opening an item to discover a defect does not automatically disqualify that claim. If a problem could not reasonably be noticed in seven days, contact us when you discover it. Nothing in this policy removes rights available under applicable law.

For an approved item defect or a mistake in what we sent, we will arrange an appropriate replacement or refund, with any return requirement explained first. KAFIA covers reasonable return delivery costs for an approved fault on our side. Where a refund is appropriate, it includes the affected product price and any delivery charge attributable to that issue. We will not require store credit instead of a refund where a refund is due.

Changed your mind?

You may request a return within 7 calendar days of delivery for an unused, unopened item with its original seal, labels and packaging intact. For a change-of-mind return, you pay the actual return delivery cost. The original delivery charge is not refunded unless required by law or the return concerns our error.

Opened or used cosmetics are not accepted for change-of-mind returns for hygiene reasons. This does not exclude genuine defective, misdescribed or incorrect products. Products damaged through misuse or returned incomplete may not qualify for a discretionary change-of-mind return.

How to request a return

1. Email customers@kafia.pk with your order number, product name and reason.

2. Wait for our return instructions and the correct return address. Do not send a parcel to the city-only address on our Contact page.

3. Pack an authorised return securely and keep the courier receipt and tracking reference.

4. We will review the returned item where a return is needed and explain the decision.

If only one item in a bundle has a problem, we will discuss a proportionate remedy. We will not make you return unaffected items unless this is reasonably needed and explained.

Refund method and timing

Approved refunds are initiated within 7 working days after approval and completion of any reasonable inspection. We will confirm the amount, method and payment reference. Bank or wallet processing may take additional time outside our control.

For prepaid orders, we normally refund to the original sender’s verified account where possible. For COD orders, we arrange a bank or JazzCash refund with the customer using verified recipient details. You do not need a card to receive a COD refund. We never ask for your OTP, MPIN or banking password.

Cancellations and duplicate payments

Ask to cancel before dispatch. If an undispatched order can be cancelled, we will confirm cancellation and refund any payment due. After dispatch, contact us for the available return options. If you accidentally paid twice, send both transaction references so we can verify and refund the duplicate amount.

If a product does not suit you

Stop using a product that causes irritation. Contact us with the order and product details so we can review the concern. Individual results or preference alone do not make an opened product eligible for a change-of-mind refund; genuine product faults and legal rights remain protected.