Refund policy

Return & Refund Policy

Last updated: 1st Aug 2026

At Splash, we want you to love what you bought. If something isn't right, here's how we handle returns, exchanges, and refunds.

Due to the nature of our products

Because we sell cosmetics, skincare, and other personal care items, we cannot accept returns or exchanges on opened, used, or swatched products for hygiene and safety reasons, except where the product is defective, damaged, or incorrect (see below).

You're eligible for a return or refund if:

  • You received the wrong product (different from what you ordered)
  • Your product arrived damaged or defective
  • Your product is missing items from the original order
  • You believe the product is not authentic (see our Authenticity Guarantee)

Return window

You must contact us within 7 days of receiving your order to report an issue. Requests made after this window may not be accepted.

How to request a return or refund

  1. Email us at [support@splashup.pk] or message us on WhatsApp at [+92-301-0522543]
  2. Include your order number, a description of the issue, and clear photos/video of the product and packaging
  3. Our team will review your request within [3] business days and let you know the next steps

Refund method and timeline

  • Approved refunds are issued to the original payment method, or as store credit, at your choice
  • For Cash on Delivery (COD) orders, refunds are processed via [bank transfer / JazzCash / Easypaisa]
  • Refunds are processed within [5–10] business days of approval

Exchanges

If you'd prefer an exchange (e.g. wrong shade or damaged item) instead of a refund, let us know when you reach out — we'll arrange it subject to stock availability.

Non-returnable items

  • Opened or used cosmetics and skincare products
  • Items marked as Final Sale or purchased during clearance promotions
  • Gift cards

Shipping costs for returns

  • If the return is due to our error (wrong/damaged/defective item), we cover return shipping
  • If the return is due to a change of mind on an eligible unopened item, the customer covers return shipping

Questions?

Reach out any time at [hello@splashup.pk] or via WhatsApp at [+92-301-0522543]. We're happy to help.