Return & Refund Policy

Terms and Conditions

  1. Our refund policy lasts 7 days. If 7 days have passed since product delivery, unfortunately, we cannot offer a refund or exchange.

  2. To ensure Customer Protection Rights, you must record a video while unboxing your order. If the seal (tape) opening is not shown in the video, no claims (such as damaged or missing products) will be accepted.

  3. In case of a refund, only the product value will be refunded. Delivery charges are non-refundable.

  4. If there is any issue with your order, please contact us via WhatsApp at +92 3349957478  with the following details:

    • Your Name
    • Order Number
    • Unboxing Video
    • Issue with the Order

  5. Products on clearance sale are non-exchangeable and non-refundable. No claims, including damage-related claims, will be accepted for clearance items.

  6. If the wrong product or shade is delivered, Solara Cosmetics will provide a free replacement at your doorstep. In all other cases, customers must return the product themselves and bear the return shipping charges.

  7. Customers cannot demand a refund of delivery charges under any circumstances.

  8. The parcel must be sent back within 7 days after delivery to be eligible for a return.

  9. The refund claim amount will be processed within 7 working days after receiving the returned product and verifying its condition. The product must not be used (other than basic testing).

  10. Claims for mascaras and eyeliners (e.g., dried product) will only be accepted if reported on the same day of delivery.

Eligibility for Returns

To be eligible for a return, the item must be:

  • Unused and in its original condition
  • In its original packaging
  • Accompanied by a receipt or proof of purchase (invoice)

Non-Returnable Items:

  • Gift cards
  • Downloadable software products

Partial Refunds (if applicable)

Partial refunds may be granted in the following situations:

  • Items show obvious signs of use (beyond basic testing)
  • The product is not in its original condition, damaged, or missing parts (not due to our error)
  • The return is requested more than 7 days after delivery

Refund Process

Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • If approved, the refund will be processed and credited to the account number you provided within 7 working days.
  • If rejected, we will inform you of the reason for the rejection.

Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account again.
  2. Contact your credit card company—it may take time before the refund is officially posted.
  3. Contact your bank—processing times may cause delays.
  4. If you have followed all the steps and still have not received your refund, please contact us at cosmeticssolara@gmail.com.

Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need an exchange, email us at cosmeticssolara@gmail.com and send the item to our return address.

Gifts

  • If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit once the return is processed.
  • If the item was not marked as a gift, we will send the refund to the original buyer.

Shipping

To return your product, mail it to:
📍 Gold Center, 7th Floor, Office #703, Liberty Market, Lahore
📞 +923349957478

  • Customers are responsible for return shipping costs.
  • Shipping costs are non-refundable. If a refund is issued, the return shipping cost will be deducted from the refund amount.

Note: Delivery times for exchanged products may vary depending on your location.