Returns & refunds

1. The 30-day promise

If the protocol isn't working for you, message us within 30 days of delivery and we'll figure it out together. Most cases land in one of three buckets:

1. Wrong fit — we recommended the wrong protocol for your skin. We'll swap you to the right one at no cost.
2. Adverse reaction — your skin reacted badly to an active. Stop using the product, send us photos within 48 hours of the reaction, and we'll refund the affected items in full.
3. You changed your mind — return unopened products within the 30-day window for a refund minus a small restocking fee. (See §3.)

2. What's not returnable

For hygiene and PMDC labelling reasons, we can't accept returns on:

• Products with a broken seal that have been actively used,
• Single-use sachets or sample sizes,
• Bespoke compounded items (none currently sold, but flagged here for future protocols).

3. Restocking fee

• Unopened, sealed product: full refund minus Rs. 200 per item for re-quality-control + courier collection.
• Opened product (adverse reaction): full refund of the affected item, no restocking fee.
• Whole bundle: if you return all items in a bundle, we treat it as a single refund (one restocking fee rather than per-item).

4. How to start a return

1. Message us on WhatsApp +92 324 998 6822 with your order number and a 1-line reason.
2. We'll send a free courier-collection slot within 2 business days.
3. Pack the items in their original box (or any sturdy parcel) and hand them to the courier.
4. Once we receive + inspect, the refund goes back via your original payment method, or a bank transfer for COD orders. Refunds clear within 7 working days of inspection.

5. Damaged or wrong items

If the parcel arrives damaged or contains the wrong product, take photos before opening anything else and message us within 48 hours. We'll replace the affected items free of charge — no return required.

6. Adverse reactions

Skincare is personal, and even well-tested actives can cause reactions in some people. If your skin reacts badly:

• Stop using all products immediately.
• Wash off any residue with a gentle cleanser.
• Take a clear photo of the affected area within 48 hours.
• Message us on WhatsApp with the photo + order number.

We'll refund the offending item(s) in full and our doctor will suggest an alternative or referral.

7. Questions?

WhatsApp +92 324 998 6822 or email hello@clartemd.com.pk.