Return & Refund Policy

At Qaswa, we value our customers and aim to ensure a satisfying and confident shopping experience. Our Return & Refund Policy is designed to provide clarity and transparency regarding product returns, exchanges, and refund requests. Please take a few minutes to read through this policy carefully before making a purchase.

1. Eligibility for Returns

We accept returns only under specific conditions to ensure product quality and customer satisfaction.
To be eligible for a return:

The item must be unused, unopened, and in its original packaging.
It must be returned within 7 days of receiving your order.
The product should be in the same condition as delivered — free from damage, stains, or any signs of use.
You must provide proof of purchase or order confirmation email.

Certain items are non-returnable, including:

Beauty and skincare products once opened or used.
Personal care items for hygiene reasons.
Sale, clearance, or discounted items.
Gift cards or promotional vouchers.

2. Return Process

If you wish to initiate a return, please follow the steps below:

Email us at nehanatique4@gmail.com with your order number, reason for return, and photos of the item if applicable.
Our support team will review your request and guide you through the return process.
Once approved, you’ll be instructed on how and where to send your return.
Customers are responsible for return shipping costs, unless the return is due to a wrong or defective item sent by our team.

Please note that unauthorized returns sent without prior approval may not be accepted or refunded.

3. Damaged or Defective Products

We take utmost care to ensure your products are delivered in perfect condition. However, if you receive a damaged, defective, or incorrect product, please notify us within 48 hours of delivery at nehanatique4@gmail.com with photos or videos of the issue.
After verification:

A replacement will be sent if available, or
A refund will be issued as per your preference.

We reserve the right to inspect and verify the condition of the returned item before processing replacements or refunds.

4. Refund Process

Once your returned item is received and inspected, you’ll receive an email confirming whether your refund has been approved or rejected.
If approved, your refund will be processed as follows:

Refunds are made through the original payment method used during checkout.
Depending on your bank or payment provider, it may take 7–14 business days for the refund to appear in your account.

If your refund is delayed beyond this period, please contact us again, and we will assist in tracking your refund.

5. Late or Missing Refunds

If you haven’t received your refund after the stated processing period:

Double-check your bank or mobile wallet account.
Contact your credit card company or bank, as it may take additional time before the refund is officially posted.
If you’ve done all this and still haven’t received your refund, reach out to us at nehanatique4@gmail.com for further assistance.

6. Exchange Policy

We only replace items if they are defective, damaged, or incorrect.
To request an exchange:

Email us at nehanatique4@gmail.com with your order details and supporting images.
Exchanges are subject to product availability.
If the item requested for exchange is not available, we will issue a refund or store credit instead.

7. Order Cancellations

Orders can be canceled within 24 hours of placement if they have not yet been processed or shipped.
To cancel an order, please email nehanatique4@gmail.com immediately with your order number.
Once your order has been dispatched, it can no longer be canceled and must follow the return process instead.

8. Important Notes

Shipping charges and payment gateway fees (if any) are non-refundable.
We are not responsible for lost or damaged return shipments. Please ensure proper packaging and use a reliable courier service with tracking.
Returns or refunds requested due to “change of mind” or “disliking the product scent/texture” will not be accepted for opened or used items.

9. Contact Information

For any return, refund, or exchange inquiries, feel free to contact us at:
📧 nehanatique4@gmail.com
Our support team will respond promptly to help resolve your issue professionally and efficiently.