RETURN & REFUND POLICY

Last Updated: 22 August 2026

At AGUIRA PRO Pakistan, customer satisfaction and product quality are important to us. We carefully inspect and pack orders before dispatch. This Return & Refund Policy explains the circumstances in which a product may be returned, replaced, or refunded.

By placing an order through our website, you agree to the terms below.

1. RETURN ELIGIBILITY

You may request a return within 7 days of receiving your order if:

• You received the wrong product.
• You received a damaged or defective product.
• The product was damaged during delivery.
• The product received is materially different from what you ordered.

To qualify for a return, the product must generally be:

• Unused.
• Unopened.
• In its original packaging.
• In resalable condition.
• Returned with all labels, seals, accessories, promotional items, and packaging included.

Proof of purchase or your order number may be required.

2. HAIR CARE, COSMETIC & PERSONAL CARE PRODUCTS

For hygiene, safety, and quality-control reasons, we generally cannot accept returns or exchanges for hair-care, hair-color, cosmetic, salon, or personal-care products that have been:

• Opened.
• Used.
• Tested.
• Unsealed.
• Partially consumed.
• Damaged after delivery.
• Altered from their original condition.

An opened product may only be considered where there is a verified manufacturing defect, incorrect product supplied, or other issue for which AGUIRA PRO Pakistan is responsible.

3. DAMAGED OR DEFECTIVE PRODUCTS

If your order arrives damaged, defective, leaking, broken, or otherwise unusable, please contact us as soon as possible after delivery.

To help us review the claim, we may request:

• Order number.
• Customer name and phone number.
• Clear photographs of the product.
• Photographs of the outer packaging.
• Photographs showing the damaged or defective area.
• An unboxing video where available.

Please retain the original product and packaging until the claim has been reviewed.

After verification, we may offer a:

• Replacement.
• Exchange.
• Store credit.
• Refund.

The appropriate solution will depend on the circumstances of the claim.

4. WRONG PRODUCT RECEIVED

If you receive a product different from the item listed in your confirmed order, please contact us promptly.

Do not open or use the incorrect product.

Once verified, we will arrange the appropriate replacement or other resolution.

5. CHANGE OF MIND

Returns based solely on a change of mind may not be accepted, particularly for cosmetic, professional salon, hair-care, and personal-care products.

Customers should carefully review:

• Product name.
• Size.
• Variant.
• Hair-color shade.
• Developer strength.
• Quantity.
• Product description.

before confirming an order.

6. HAIR COLOR SHADES & PROFESSIONAL PRODUCTS

Customers are responsible for selecting the correct:

• Hair-color shade.
• Shade number.
• Developer strength.
• Treatment system.
• Product size.
• Professional-use product.

Hair-color appearance and final results may vary depending on factors such as:

• Starting hair color.
• Hair condition.
• Previous chemical treatments.
• Bleaching or pre-lightening history.
• Developer strength.
• Application method.
• Processing time.

A product generally cannot be returned simply because the final hair result differs from the customer's expectation where the correct product was supplied.

Professional products should be used according to applicable product instructions and, where appropriate, by or under the guidance of a trained professional.

7. PRODUCTS THAT CANNOT BE RETURNED

Unless damaged, defective, or incorrectly supplied, returns may not be accepted for:

• Opened hair-care products.
• Used cosmetics.
• Opened hair-color products.
• Used developers.
• Opened bleach or lightening products.
• Opened keratin or smoothing treatments.
• Opened masks, shampoos, conditioners, serums, or tonics.
• Products with broken seals.
• Products without original packaging.
• Products damaged after delivery.
• Clearance or final-sale products where clearly identified as final sale.
• Promotional or complimentary items.
• Gift items provided free with an order.

8. RETURN REQUEST PROCESS

To request a return, contact our customer support team and provide:

• Full name.
• Order number.
• Phone number.
• Product name.
• Reason for return.
• Supporting photographs or video where relevant.

Please do not send a product back without first contacting us and receiving return instructions.

Unauthorized returns may not be accepted.

9. RETURN SHIPPING COSTS

If the return is due to:

• Incorrect product supplied.
• Verified manufacturing defect.
• Verified damage during delivery.

AGUIRA PRO Pakistan may cover or arrange the applicable return/replacement process.

If a return is accepted for another reason, any applicable return-delivery charges may be the customer's responsibility.

Original shipping charges may be non-refundable unless the issue resulted from an error attributable to us.

10. INSPECTION OF RETURNED PRODUCTS

All returned products are subject to inspection.

After receiving the returned product, we will verify:

• Product condition.
• Packaging.
• Seal.
• Quantity.
• Reason for return.
• Eligibility under this policy.

If a returned product does not meet the return requirements, the return or refund may be declined.

11. REFUNDS

When a refund is approved, it will be processed using an available and appropriate payment method.

Depending on the original payment method and payment provider, it may take additional business days for the refunded amount to appear in your account.

Processing times controlled by banks, card issuers, payment gateways, or other third-party payment providers are outside our direct control.

12. CASH ON DELIVERY ORDERS

For eligible Cash on Delivery returns, an approved refund may require the customer to provide appropriate payment-transfer details.

The exact refund method will be communicated by our support team after the return has been approved.

13. EXCHANGES

Where an exchange is approved, replacement is subject to product availability.

If the requested replacement product is unavailable, we may offer an alternative resolution such as:

• Another product.
• Store credit.
• Refund, where applicable.

Any price difference associated with an exchange may need to be settled before dispatch.

14. ORDER CANCELLATION

If you wish to cancel an order, contact us as soon as possible.

An order may be cancelled before it has entered processing or dispatch.

Once an order has been packed, handed to the courier, or dispatched, cancellation may no longer be possible and the applicable return rules will apply.

15. REFUSED OR UNDELIVERED ORDERS

Customers are responsible for providing accurate:

• Name.
• Phone number.
• Delivery address.
• City.
• Other information required for successful delivery.

Orders returned because of an incorrect address, repeated delivery failure, customer refusal, or inability to contact the recipient may be subject to additional delivery charges before re-dispatch.

16. PROMOTIONAL BUNDLES

If a return relates to a promotional bundle, set, or special offer, the complete bundle may need to be returned.

If complimentary products or gifts were included with the purchase, they may also need to be returned in unused condition.

Partial returns from discounted bundles may be subject to adjustment based on the promotion applied.

17. SALE ITEMS

Products purchased during a sale, clearance promotion, or special campaign may be subject to different return conditions if clearly disclosed at the time of purchase.

Final-sale products cannot generally be returned unless they arrive damaged, defective, or incorrectly supplied.

18. PROFESSIONAL / WHOLESALE ORDERS

Bulk, salon, distributor, wholesale, or specially negotiated orders may be subject to separate return and refund terms agreed at the time of purchase.

This retail Return & Refund Policy may not automatically apply to commercial or wholesale transactions.

19. ABUSE OF RETURNS

AGUIRA PRO Pakistan reserves the right to review and decline requests involving suspected:

• Return abuse.
• Fraudulent claims.
• Product substitution.
• Intentional damage.
• Excessive or repeated return activity.

Any such decision will be made after reviewing the relevant order circumstances.