Refund policy

Refund & Return Policy – Gluta E5 (Heen Cosmetics)

At Heen Cosmetics, we are committed to providing quality products and a fair customer experience in accordance with applicable consumer protection practices in Pakistan.

1. Return Eligibility (30-Day Policy)

You may request a return within 30 days of receiving your order.

To be eligible for a return:

  • The product must be unused, unopened, and in its original packaging
  • The item must be in the same condition as delivered
  • A proof of purchase (order ID or receipt) is required

2. Important Note on Personal Care Products

Due to the nature of cosmetic and skincare products, returns are not accepted if:

  • The product has been opened or used
  • The seal is broken

This policy is implemented to ensure hygiene, safety, and compliance with health standards.

3. Damaged, Defective, or Incorrect Items

If you receive:

  • A damaged product
  • A defective item
  • The wrong product

Please contact us within 48 hours of delivery at:
📧 glutae5.sales@gmail.com

We will review your case and offer:

  • Replacement, or
  • Refund (if applicable)

4. Return Process

To initiate a return:

  1. Email us at glutae5.sales@gmail.com with your order details
  2. Wait for approval and return instructions
  3. Ship the item to the provided return address

⚠️ Important:
Returns sent without prior approval will not be accepted.

5. Non-Returnable Items

The following items are not eligible for return:

  • Opened or used skincare products
  • Sale or discounted items
  • Gift cards
  • Customized or promotional products

6. Refund Process

Once your return is received and inspected:

  • You will be notified of approval or rejection
  • If approved, the refund will be processed within 7–10 business days

Refunds will be issued via:

  • Original payment method, or
  • Bank transfer (for Cash on Delivery orders)

7. Shipping Costs

  • Return shipping costs are borne by the customer
  • In case of damaged or incorrect items, shipping will be covered by us

8. Contact Us

For any questions or concerns, feel free to contact:
📧 glutae5.sales@gmail.com

Heen Cosmetics – Committed to Safe & Trusted Skincare Since 2018