Refund policy

Refund & Return Policy

Last updated: 09-07-26

Let's be straight with you about this, because most Pakistani online stores aren't.

You're buying skincare from a website, sight unseen, often paying cash at your door to a courier you've never met. That's a real leap of faith. So here is exactly what happens if something goes wrong — no buried clauses, no conditions that only reveal themselves once you're already annoyed.

The short version

  • 7 days from the day it reaches you.
  • Product must be unopened, sealed, and unused.
  • We pay the return courier charges. Every time. Even if you simply changed your mind.
  • Refunds go back to you by EasyPaisa, JazzCash, or bank transfer.
  • Damaged, wrong, leaked, or expired? Always our problem, never yours — sealed or not.

If that's all you needed, you can stop reading. The rest is detail.

What we'll take back

Anything still sealed, within 7 days.

You opened the parcel, looked at the bottle, and decided it isn't for you. Fine. Genuinely — no interrogation, no restocking fee, no "final sale" trapdoor. Send it back sealed and we'll refund it.

Anything that arrived wrong. Wrong product, missing item, short order.

Anything that arrived broken. Cracked pump, leaked serum, dented tube, torn box.

Anything expired or close to expiry. We should never ship you something with less than 6 months of shelf life left. If we do, that's a failure on our side.

For these four, the 7-day window and the sealed condition don't apply the same way. Just tell us. We'll fix it.

What we can't take back

Opened or used skincare. We know this is the frustrating one, so here's the honest reason rather than a vague "hygiene policy" line:

Once a jar or bottle has been opened, we have no way to know how it was stored, what touched it, or whether it's still safe. We are not willing to reseal it and send it to the next customer, and we are not willing to quietly destroy stock and price that loss into everything else you buy. So we don't accept it back. That's the whole reason — there isn't a hidden one.

Products bought somewhere else. If you didn't buy it from shoppingtime.pk, we can't process it, even if it's the same brand. Go back to whoever sold it to you.

Anything past 7 days. Message us anyway. If your case is reasonable, we'd rather sort it out than win an argument about a calendar. But we can't promise it.

If your skin reacts to something

This one matters more than any refund rule, so read it properly.

Our products contain real actives at real concentrations — 2% salicylic acid, 5% niacinamide, kojic acid, glutathione. That's the point of them. It also means they can sting, purge, or irritate, especially in the first two weeks or if you layer too much too fast.

Patch test before your first full use. A small amount on your inner forearm or behind the ear, wait 24 hours.

If you get a genuine reaction — burning that doesn't settle, a rash, swelling, anything that worries you:

  1. Stop using it immediately. Rinse with cool water. Don't try to push through it.
  2. See a doctor or a dermatologist if it's severe, spreading, or involves your eyes, mouth, or breathing. Please do this before you message us. We sell skincare; we don't diagnose anything.
  3. Then talk to us. WhatsApp 0332 080 0008 or email support@shoppingtime.pk.

Formally, an opened product isn't returnable. Practically, we're not going to hide behind that when someone's skin is hurt. Tell us what happened and what you'd like us to do about it, and we'll have a real conversation. We'd rather lose the sale than have you associate our name with a bad experience you couldn't get resolved.

Nothing in this policy takes away rights you have under Pakistani consumer law.

How to start a return

Message us on WhatsApp at 0332 080 0008 or email support@shoppingtime.pk within 7 days of delivery.

Send us:

  • Your order number (it's in your confirmation email — starts with #)
  • What's wrong, in your own words
  • Photos — the product, the seal, and the outer packaging. For damage, photograph it before you unpack anything further.

We'll reply within 48 hours. If we approve it, we book the return pickup ourselves and send you the details. Don't ship anything back on your own — if you do, we can't track it, and an untracked parcel that goes missing is a problem neither of us can solve.

Getting your money back

Once the product is back with us, we check it — usually within 3 working days of arrival.

Then:

You paid by You get refunded by Timeline
Cash on Delivery EasyPaisa, JazzCash, or bank transfer Within 14 working days of approval
EasyPaisa / JazzCash The same wallet you paid from Within 14 working days
Card / online Back to the original card Within 14 working days, plus your bank's own processing time

A note on COD refunds. When you pay cash to a courier, there's no card transaction for us to reverse. So we need your EasyPaisa or JazzCash number, or your bank account title and IBAN, to send the money back. We'll ask for it when we approve your return.

Two things we'd rather you hear from us than discover later:

  • We only send refunds to an account in the name on the order. Not a friend's wallet, not a relative's account. This protects you far more than it protects us.
  • Nobody from Shopping Time will ever call or message you asking for an OTP, a PIN, or your full card number. Not for a refund, not for verification, not for any reason. If someone does, they don't work for us. Hang up and message us on the number above.

Original shipping charges are refunded when the fault was ours. On a change-of-mind return, we refund the product and cover the return courier, but the original delivery charge stays spent — that money already went to the courier who drove to your house.

Cancelling an order

Before it's dispatched: message us and it's cancelled. Full refund, no questions.

After it's dispatched: we can't recall a parcel mid-transit. Let it arrive, refuse it at the door or accept it and start a return, and we'll take it from there.

Refusing a COD parcel at the door

You're allowed to. It happens.

But if it becomes a pattern — repeated COD orders refused without any reason — we may ask for advance payment on future orders, or stop accepting orders from that address. Every refused COD parcel costs us the courier fee in both directions, and we'd rather absorb that occasionally than build it into the price for everyone.

Exchanges

We don't run a formal exchange process, because it doubles the courier time and something usually goes wrong in the middle.

Cleaner and faster: return the sealed product, get refunded, place a new order for what you actually wanted. If you'd rather we just swap it, ask — we'll do it where it makes sense.

Talk to us

WhatsApp: 0332 080 0008 — fastest, and honestly our preferred channel Email: support@shoppingtime.pk Hours: Monday to Saturday, 10:00 AM – 7:00 PM PKT Returns address: 403-G1, Johar Town, Lahore, Pakistan

If a return went badly, tell us before you write the review. We can't fix a complaint we never heard.

Shopping Time — shoppingtime.pk