Refund & Return Policy
A fair policy,
written plainly.
Because skincare is a personal care product, our returns and exchanges are carefully framed. Please read this policy before placing your order so you know exactly what to expect.
01At a glance
We want you to feel confident about every purchase from Arabica Skin Co. If something is wrong with your order, we will do our best to make it right.
We do not offer refunds. However, eligible items may be exchanged within 7 days of delivery.
An exchange is only available where the item is defective or damaged on arrival — for example, a broken seal, or damaged packaging or bottle where the product may have been exposed to contamination.
Please review this policy carefully before ordering. By placing an order, you confirm that you have read and accept the terms below.
02The 7-day window
The 7-day return period begins on the date an individual item is delivered — not when the complete order is received.
If your order is delivered in multiple shipments, each item may have a different return window. Please check the delivery date for each parcel when calculating your eligibility.
Requests made after the 7-day window may not be accepted. If you believe there are exceptional circumstances, contact us and we will do our best to help.
03Eligibility requirements
To be eligible for an exchange, the product must be:
- Unused — the product has not been applied, sampled or opened.
- Unopened — the seal has not been broken, unless the seal arrived broken or damaged.
- In its original condition — including the outer packaging, box, jar and any protective wrapping.
In addition, all manuals, accessories, freebies and other items included with the original purchase must be returned together with the product.
Defective or damaged items
An item is eligible for exchange only if it is defective or damaged on arrival. This includes:
- A broken or compromised seal.
- Damaged packaging or bottle where the product may have been exposed to contamination.
- An incorrect product shipped in error.
Where possible, please photograph the item and its packaging as soon as you receive it — this helps us process your exchange quickly.
04What we cannot accept
For the reasons below, we are unable to accept certain returns or exchanges:
- Ingredient suitability — we do not accept exchanges if an ingredient is not suitable for you. All ingredients are clearly listed on our website and on the product packaging, and customers are responsible for reviewing them before placing an order.
- Change of mind — we do not accept returns or exchanges if you have changed your mind or no longer want the product.
- Opened or used items — for hygiene and safety reasons, we cannot accept products that have been opened or used, unless they arrived defective or damaged.
- Final sale items — items marked as final sale are not eligible for return or exchange.
- Beyond the 7-day window — requests received after the 7-day period from delivery.
Original shipping charges are non-refundable.
If you have a known allergy or sensitive skin condition, please review the ingredient list on the product page before ordering, and patch-test on arrival. If you are unsure whether Café Luxe is right for your skin, contact us first — we are happy to answer questions before you buy.
05How to request an exchange
If your item qualifies for an exchange, please follow these steps:
- Contact us within 7 days of receiving the item — by email or WhatsApp.
- Share your order number and a brief description of the issue.
- Send photographs of the product, the packaging, and the defect or damage.
- Wait for confirmation — our team will review your request and let you know if it is approved.
- Return the item — where approved, we will share the return instructions and address.
Please do not send items back to us without first contacting us — unapproved returns may not be processed.
06Processing your exchange
Once we receive the returned item and confirm the defect or damage, we will arrange a replacement of the same product. If the item is out of stock, we will let you know and discuss an alternative solution.
Exchanges are dispatched using our standard delivery process. Timelines for the replacement parcel are the same as those described in our Shipping Policy.
Return shipping costs for defective or damaged items are covered by us. For any other approved exchange, return shipping may be the responsibility of the customer — we will confirm this with you before proceeding.
07Contact us
For any question about this policy, or to begin an exchange request:
- Email — info@arabicaskin.com
- WhatsApp — +92 306 849 7638
- Based in — Lahore, Pakistan
Please include your order number and, where relevant, photographs of the issue — it helps us resolve things faster.