Return, Exchange & Refund Policy

Last updated: October 2026

At Sweetface we want you to love your makeup. Because cosmetics are personal-care products, this policy balances easy returns with hygiene and safety for every customer.

7-Day Return & Exchange Window

You can request a return, exchange or refund within 7 days of receiving your order. Requests after 7 days cannot be accepted.

What Can Be Returned

  • Unopened products: sealed, unused items in their original packaging (with seal, shrink-wrap and box intact) can be returned or exchanged if you change your mind.
  • Damaged, leaked or broken products: items that arrive damaged, leaking, broken or melted.
  • Wrong product or wrong shade: if we send a different product or shade from what you ordered.
  • Dried-out mascara, eyeliner or lip gloss: if a product arrives dried out, report it within 24 hours of delivery.

What Cannot Be Returned (Hygiene Policy)

  • Products that have been opened, used, swatched or tested, or whose seal has been broken.
  • Products returned without their original box, seal or all included pieces.
  • Shade preference after opening (colours can look slightly different on screens and on different skin tones).
  • Opened products that caused a skin reaction. Please do a patch test before full use and stop using any product that irritates your skin.
  • Free gifts and items bought in a clearance sale, unless they arrive damaged or wrong.

Unboxing Video Is Required

Please record a clear, uncut video while opening your parcel, starting before the seal or tape is opened. For damaged, leaked, missing or wrong items, send the unboxing video and photos on WhatsApp within 24 hours of delivery. Claims without an unboxing video cannot be accepted.

How to Request a Return or Exchange

  1. Message us on WhatsApp at 0310-0997333 with your order number, the problem and your unboxing video.
  2. Our team will review your request and confirm whether it is approved.
  3. Once approved, we arrange pickup from the address used for the order (this address cannot be changed).
  4. Pack the item safely in the same packaging it came in. Sweetface is not responsible for damage caused by poor packing during return.

Refunds

  • Refunds are processed after we receive the item and it passes our quality check.
  • Refunds are sent to your JazzCash, Easypaisa or bank account (IBAN) within 7 working days of approval. Cash refunds are not offered.
  • Change of mind: a return delivery charge of Rs. 200 applies, and the original delivery charge is non-refundable.
  • Damaged, leaked, defective or wrong item: no return charge. We send a free replacement or a full refund of the product price.
  • If an item fails the quality check (for example, it has been opened or used), it is sent back to you and no refund is issued.

Exchanges

Exchanges depend on stock availability. For a different product or shade, return the original item and place a new order for the item you want. Wrong or damaged items are replaced free of charge once approved.

Cancellations

You can cancel your order free of charge before it is dispatched by messaging us on WhatsApp. Once dispatched, the order can only be returned under this policy. Refusing a Cash on Delivery parcel without a valid reason may lead to advance payment being required on future orders.

Our Rights

Sweetface may reject any return or replacement request that does not meet this policy or where misuse or fraud is suspected, and may cancel any order at its discretion, including bulk or resale orders.

Contact Us