Refund policy
Return & Refund Policy – Visualis Cosmetics & Labs
Last updated: November 3, 2026
Our promise
At Visualis Cosmetics & Labs, every fragrance and beauty product is carefully checked and sealed before it leaves us. If something isn’t right with your order, we’re here to make it right.
Check before you pay
For Cash on Delivery orders, you’re welcome to check your parcel in front of the rider before paying. Please make sure the box is sealed, the product is correct, and nothing is broken or leaking.
Returns
Because perfumes and cosmetics are personal-care products, we can only accept returns when an item is:
- Unopened, unused and still sealed, with the cellophane or seal intact
- In its original box and packaging, with all inserts
- Requested within 7 days of delivery
For hygiene and safety reasons, we cannot accept returns of opened, sprayed, swatched or used products. This applies to change-of-mind returns and to fragrance preference (“I didn’t like the smell”).
Damaged, leaking or wrong items
Please inspect your order as soon as you receive it. If your product arrives broken, leaking, damaged or different from what you ordered, contact us within 48 hours of delivery with:
- Your order number
- Clear photos of the product and packaging
- An unboxing video, if possible (this helps us resolve your claim faster)
Once verified, we’ll send you a free replacement or a full refund, and we’ll cover the delivery cost.
How to start a return
- Contact us at visualiscosmetics@gmail.com with your order number and reason for return.
- Wait for our team to approve your request and share return instructions.
- Send the item back securely packed. Items sent without prior approval may not be accepted.
For change-of-mind returns of sealed items, the customer pays the return delivery charges.
Non-returnable items
- Opened, used or tested perfumes and cosmetics
- Products bought on sale, clearance or as part of a gift set or bundle, unless damaged or incorrect
- Free gifts and testers
- Items damaged through misuse after delivery
Exchanges
You can exchange a sealed, unused product for another fragrance or product of equal value. Contact us before sending anything back.
Refunds
After we receive and inspect your return, we’ll let you know whether your refund is approved.
- Prepaid orders: refunded to your original payment method.
- Cash on Delivery orders: refunded by bank transfer, JazzCash or Easypaisa to the account you share with us.
Approved refunds are processed within 5–7 working days. Your bank or wallet provider may take additional time to post the amount. If you haven’t received your refund after this period, please contact us.
Order cancellations
You can cancel your order free of charge before it is dispatched. Once an order has been shipped, it can’t be cancelled, but the return terms above still apply.
Your rights
This policy does not limit any rights you may have under applicable consumer protection laws in Pakistan, including when goods are defective, not as described, or not delivered.
Contact us
To cancel an order, start a return, ask about an exchange or report a damaged item, email visualiscosmetics@gmail.com or use the contact details on our Contact page.
Visualis Cosmetics & Labs, Proudly Made in Pakistan