Last Updated: 16/08/2026

We want you to love what you ordered. Because our products are cosmetics intended for personal use, we can only accept returns in the specific situations outlined below.

What Can Be Returned

We accept returns only in the following cases:

• Damaged or broken items - the product arrived damaged, broken, or leaking.
• Wrong shade or wrong item - you received a different shade or product than what you ordered.

We do not accept returns for change of mind, personal shade preference after use, or any product that has been opened, swatched, tested, or used, except where the product itself is defective.

Return Window

Returns must be requested within 24 hours of the delivery date. Requests made after this window cannot be accepted.

Condition Requirements

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

• Unopened and unused, with all original seals intact.
• In its original packaging, including any inner boxes, inserts, or protective wrapping.
• Accompanied by your order number and proof of purchase.

Proof for Damaged or Broken Items

If your item arrived damaged or broken, we require a short unboxing video as proof before we can approve a return, replacement, or refund. Please note the following when filming:

1. Start filming before the outer package is opened.
2. Film in one continuous, unedited take; do not pause or cut the recording.
3. Clearly show the shipping label, the sealed package being opened, and the damaged product.
4. Send the video to customer support along with your order number within 24 hours of delivery.

Returns for damaged or broken items submitted without a valid unboxing video may not be approved, as we're unable to verify the condition of the item on arrival.

How to Start a Return

1. Contact customer support through the website contact form, email, or WhatsApp within 24 hours of delivery.
2. Provide your order number, a description of the issue, and (for damaged/broken items) your unboxing video.
3. Our team will review your request and confirm whether it's approved within a reasonable timeframe.
4. If approved, we'll provide instructions for returning the item or arranging a pickup, where available.

Refunds & Exchanges

Once your returned item is received and inspected, we'll notify you of the outcome. Approved returns will, at our discretion, be either exchanged for the correct item or refunded to your original payment method.

Cash on Delivery orders will be refunded via bank transfer, so please have your account details ready.

Refunds are typically processed within a reasonable number of business days after approval; exact timelines may vary depending on your bank or payment provider.

Non-Returnable Situations

• Products that have been opened, used, or swatched (unless defective).
• Requests made outside the 24-hour return window.
• Damaged/broken claims without a valid unboxing video.
• Products purchased from unauthorized third-party sellers rather than www.catkin.pk.