Refund policy

RETURN, EXCHANGE & REFUND POLICY

At O.TWO.O Pakistan, we are committed to providing you with genuine, high-quality beauty products and a smooth shopping experience. Please read our Return, Exchange & Refund Policy carefully before placing your order.

1. SALE & DISCOUNTED ITEMS

ALL SALE ITEMS ARE NON-REFUNDABLE AND NON-EXCHANGEABLE.

Products purchased during special promotions, sales, or discounted campaigns are considered final sale and cannot be returned, exchanged, or refunded.

This includes, but is not limited to:

  • New Year Sale

  • Eid Sale

  • Mega Sale

  • Clearance Sale

  • Flash Sale

  • Special Discount Offers

  • Promotional Bundles

  • Extra Discount Offers

  • Any product specifically marked as SALE / DISCOUNTED / FINAL SALE

Please make your purchase carefully when ordering sale or promotional items.

2. DAMAGED OR WRONG PRODUCT

If you receive a product that is damaged, defective, broken, leaked, or different from the product you ordered, please contact us within 24 hours of receiving your parcel.

To process your complaint, please provide:

  • Your Order Number

  • Clear photos of the product

  • Clear photos of the packaging/parcel

  • A short video of the issue, if applicable

Complaints received after 24 hours of delivery may not be accepted.

Once the issue is verified, O.TWO.O Pakistan may offer a replacement or another appropriate solution.

3. PRODUCT EXCHANGE

If you wish to request an exchange for an eligible product, you must contact us within 7 days of receiving your order.

The product must be:

  • Unused and unopened

  • In its original condition

  • In the original packaging

  • Complete with all accessories, if applicable

  • Free from any signs of use or damage

For hygiene and safety reasons, used, opened, swatched, or tested makeup/cosmetic products cannot be exchanged unless the product was received damaged, defective, or incorrect.

4. REFUNDS

O.TWO.O Pakistan does not offer refunds for change of mind, incorrect shade selection, personal preference, or simply not liking a product.

Refunds, where applicable, will only be considered for an approved issue where a replacement is not possible.

Shipping charges are generally non-refundable.

5. ORDER CANCELLATION

Orders may only be cancelled before they are dispatched.

Once an order has been shipped, cancellation may no longer be possible. In such cases, the customer may be responsible for applicable shipping or return charges.

6. UNBOXING RECOMMENDATION

We strongly recommend recording a clear unboxing video when opening your parcel.

An unboxing video helps us verify claims involving missing, damaged, broken, leaked, or incorrect products and may be requested when reviewing a complaint.

7. HOW TO CONTACT US

For return, exchange, or damaged-product complaints, please contact our customer support team:

WhatsApp: 0313-5383695
Email: otwoopakistanoffical@gmail.com

When contacting us, please include your Order Number and relevant photos/videos so our team can review your request quickly.

8. IMPORTANT NOTE

By placing an order with O.TWO.O Pakistan, you acknowledge and agree to the terms of this Return, Exchange & Refund Policy.

We reserve the right to refuse a return, exchange, or refund if the request does not meet the conditions stated above or if the product shows signs of use, damage, alteration, or misuse.

Our goal is to provide every customer with a reliable and transparent shopping experience while maintaining the highest standards of product hygiene and quality.

Thank you for choosing O.TWO.O Pakistan.
Shop with confidence. Beauty with authenticity.