Refund and Return Policy

At OlaplexStore.PK, customer satisfaction is important to us. We aim to provide original, high-quality haircare products and a smooth shopping experience. Please read our refund and return policy carefully before placing an order.

1. Return Eligibility

Products can only be returned if:

• The product received is damaged, leaked, or broken.

• The wrong product was delivered.

• The product is missing from the order.

• The product is unused, unopened, and in its original packaging.

For hygiene and safety reasons, opened, used, or tampered products cannot be returned or exchanged.

2. Return Request Timeframe

Customers must report any issue within 24 hours of receiving the order.

To request a return, please contact us with:

• Order number

• Customer name

• Clear photos or video of the received product

• Photos of the packaging and shipping label

• A brief explanation of the issue

Requests made after 24 hours may not be accepted.

3. Non-Returnable Items

The following items are not eligible for return or refund:

• Opened or used products

• Products with broken seals due to customer handling

• Products damaged after delivery

• Items purchased during clearance, sale, or special promotions, unless damaged or incorrect

• Products without proof of purchase

• Products returned without approval from our team

4. Refund Policy

Refunds are only processed after the returned product has been received and inspected by our team.

If the return is approved, the refund will be issued through the original payment method or another agreed method.

Refund processing may take 5–10 working days, depending on the payment provider or bank.

Shipping charges are non-refundable unless the mistake was made by OlaplexStore.PK.

5. Exchange Policy

If the wrong or damaged product was delivered, we may offer a replacement instead of a refund, depending on product availability.

If the same product is not available, we may offer:

• A refund

• Store credit

• Replacement with another product of equal value

6. Order Cancellation

Orders can only be cancelled before they are dispatched.

Once an order has been shipped, it cannot be cancelled. In that case, the customer may request a return only if the product meets the return eligibility conditions mentioned above.

7. Damaged or Incorrect Orders

If you receive a damaged, leaked, broken, or incorrect product, please contact us within 24 hours of delivery.

We strongly recommend making an unboxing video when opening your parcel, especially for high-value orders. This helps us verify claims quickly and fairly.

8. Return Shipping

If the return is due to our mistake, such as sending the wrong product or a damaged item, OlaplexStore.PK will guide you regarding return shipping.

If the return is requested for any other reason, the customer may be responsible for return shipping costs.

9. Product Authenticity Concerns

We only aim to provide original and authentic products. If you have any concern about the product received, please contact us with your order details and product photos so our team can review the matter.

Claims without order proof, product photos, or required details may not be accepted.

10. Contact Us

For refund, return, or exchange requests, please contact our support team:

Website: OlaplexStore.PK
Email: info@olaplexstore.pk
WhatsApp: +92 310 4337038

Please include your order number when contacting us so we can assist you faster.

11. Policy Updates

OlaplexStore.PK reserves the right to update or modify this Refund and Return Policy at any time without prior notice. The latest version will always be available on our website.