Refund policy

At Haqeen, we want you to feel confident when purchasing our skincare products. Because our products are intended for personal skincare use, we maintain certain hygiene and safety requirements for returns.

Please read this policy carefully before requesting a return or refund.

1. Return Period

You may request a return or report an eligible product issue within 3 days of receiving your order.

Requests submitted after 3 days may not be accepted.

To request a return, replacement, or refund, please contact us at:

Email: support@haqeen.com
WhatsApp: +92 339 0008863

Please include your order number and relevant photos or videos when contacting us.

2. General Return Conditions

For a product to qualify for a return, it must be:

Unopened and unused
In its original condition
In its original packaging
Completely sealed, with the original seal/tamper protection intact
Accompanied by any original packaging, accessories, or promotional items that were included with the order

Opened or used skincare products cannot be returned or exchanged, including products that have only been used once.

This policy is in place for hygiene, safety, and product integrity reasons.

3. Change of Mind

We do not accept returns or provide refunds simply because you:

Changed your mind
Ordered the wrong product
No longer want the product
Do not like the product's texture, fragrance, or feel
Do not like the packaging
Expected different results
Feel that the product did not work for you

Skincare results can vary significantly between individuals depending on skin type, condition, routine, consistency of use, and other factors. Therefore, dissatisfaction with personal results does not automatically qualify for a return or refund.

4. Damaged Products

If your product arrives damaged, please contact us within 24 hours of receiving your parcel.

You must provide clear photographic or video evidence showing the damage. Please include the product, packaging, and shipping label where possible.

If the product itself is damaged, we will offer you the choice of:

A replacement product; or
A refund

If the outer shipping box or packaging is damaged but the actual product is unaffected and usable, this alone does not qualify for a return or refund.

5. Leaking or Defective Products

If a product arrives leaking, broken, defective, or otherwise unusable due to an issue that existed when the product was delivered, please contact us within 24 hours of delivery with photographic or video evidence.

Depending on the circumstances, you may choose between:

A replacement; or
A refund

Products that develop issues after delivery due to improper storage, handling, exposure to excessive heat or direct sunlight, misuse, or normal use are not eligible for a return or refund.

6. Sunscreen Spray / Nozzle Issues

If your sunscreen spray arrives with a nozzle or spray mechanism that does not work, please contact us within 24 hours of receiving the product.

After reviewing the issue, we will arrange a replacement of the product where the issue is determined to have existed upon delivery.

Please do not attempt to dismantle or repair the spray mechanism yourself, as this may affect your eligibility for a replacement.

7. Incorrect Product

If we accidentally send you the wrong product, please contact us within 24 hours of receiving your order and provide photos or video evidence.

We will send you the correct product at no additional cost.

In these circumstances, you may also keep the incorrect product if you wish. We will let you know if we require it to be returned based on the circumstances of the order.

8. Missing Products

If an item that you ordered is missing from your parcel, please contact us within 24 hours of receiving your order.

Please provide your order number and photographs or video of the package and its contents.

After verification, we will arrange to send the missing product at no additional cost.

9. Skin Reactions and Individual Results

Skincare products can affect individuals differently.

We provide ingredient information and product usage instructions on our product pages, and ingredient information is also provided on the product packaging.

We strongly recommend performing a patch test before using any new skincare product, particularly if you have sensitive or reactive skin.

An individual skin reaction, including redness, irritation, breakouts, sensitivity, or other unexpected reactions, does not automatically qualify for a return or refund.

If you experience a significant or persistent reaction, discontinue use of the product and seek appropriate professional medical advice.

If you believe the reaction may be related to a product defect or contamination, please contact us promptly so that we can review the matter.

10. Product Results and Expectations

We cannot guarantee specific skincare results because individual results vary.

Factors including skin type, existing skin conditions, skincare routine, product usage, consistency, lifestyle, and other individual circumstances can affect results.

Therefore, a product not producing the expected results for an individual does not qualify for a return or refund.

11. Bundles

If you purchase a product bundle and the bundle qualifies for an approved return, the entire bundle must generally be returned together.

Individual products from a bundle cannot normally be returned separately.

However, we may make exceptions depending on the specific circumstances of the case.

12. Non-Returnable Items and Circumstances

The following are generally not eligible for return or refund:

Opened or used skincare products
Products that have been used even once
Products without their original seal
Products that are not in their original condition
Products without their original packaging
Sale or discounted products
Clearance items
Gift cards
Free gifts or promotional items
Products returned because of change of mind
Products returned because the customer ordered the wrong item
Products returned because the customer does not like the product's texture, fragrance, feel, or packaging
Products returned because the customer did not achieve their expected skincare results
Products returned due to an individual skin reaction, unless otherwise determined by Haqeen based on the circumstances
Products damaged after delivery due to improper storage, handling, misuse, or exposure to excessive heat or direct sunlight

13. Return Shipping Costs

If a return is required because of an issue caused by Haqeen, such as receiving a defective, damaged, or incorrect product, we will cover the applicable return shipping cost.

For any return requested by the customer that is approved under an applicable exception to this policy, the customer is responsible for the return shipping cost.

We recommend using a trackable shipping service when returning an item. Haqeen is not responsible for products lost or damaged during customer-arranged return shipping.

14. Refunds

Once an eligible return or refund request has been reviewed and approved, we will process the refund using one of the following methods, depending on the customer's preference and the circumstances:

Bank transfer
Easypaisa
JazzCash
Store credit

Refunds are generally processed within 7–10 business days after approval.

The time required for the funds to appear in your account may vary depending on the payment provider or financial institution.

15. Cash on Delivery Refunds

For Cash on Delivery orders, refunds cannot be issued through the original payment method because no electronic payment was made at the time of purchase.

Approved COD refunds will therefore be issued through:

Bank transfer
Easypaisa
JazzCash
Store credit

16. Prepaid Orders Returned Due to Failed Delivery

If a prepaid order is returned to Haqeen because the customer was unavailable, provided an incorrect or incomplete address, failed to respond to the courier, or otherwise failed to receive the parcel, the customer may be eligible for a refund of the product amount after deduction of the applicable shipping costs.

Any re-dispatch of the order may be subject to applicable shipping charges.

17. Refused Cash on Delivery Orders

If a customer refuses or fails to accept a Cash on Delivery order, they are not entitled to a refund, as no payment has been made.

Customers who repeatedly refuse or fail to receive COD orders may have Cash on Delivery availability restricted or removed from their account at Haqeen's discretion.

18. Order Cancellation Before Dispatch

Customers may cancel an order before it has been dispatched.

If a prepaid order is successfully cancelled before dispatch, the customer will receive a full refund.

Once an order has been dispatched, it cannot be cancelled under our standard cancellation policy.

19. How to Request a Return, Replacement, or Refund

To request a return, replacement, or refund, contact us within the applicable timeframe:

Email: support@haqeen.com
WhatsApp: +92 339 0008863

Please provide:

Your order number
Your name and contact information
A description of the issue
Clear photographs and/or video evidence
Photographs of the product and packaging where applicable

For damaged, defective, leaking, incorrect, or missing products, photographic or video evidence is required to help us verify the claim.

We may request additional information or evidence before approving a return, replacement, or refund.

20. Our Right to Review Claims

Each return, replacement, and refund request is reviewed based on the specific circumstances of the order.

We reserve the right to investigate a claim and determine whether it qualifies under this policy. Where appropriate, we may request additional evidence before reaching a decision.

Our goal is to handle legitimate product issues fairly while maintaining the safety and integrity of our skincare products.

21. Contact Us

If you have any questions about our Returns & Refunds Policy or need assistance with an order, please contact us:

Email: support@haqeen.com
WhatsApp: +92 339 0008863