Product Return Policy - Oravey Cosmetics

1. Overview and Legal Framework

Oravev is a premium skincare brand headquartered in Karachi, Sindh, Pakistan, with centralized fulfillment operations handling nationwide distribution. In strict compliance with Section 13 of the Sindh Consumer Protection Act 2014, Section 19 of the Punjab Consumer Protection Act 2005, and equivalent provincial consumer protection laws across Pakistan, this Product Return Policy outlines the binding legal conditions under which items purchased through our official website may be evaluated for return.

2. Returnable vs. Non-Returnable Categories

Due to the chemical sensitivity of advanced skincare formulations, public health safety guidelines, and mandatory cosmetic hygiene standards, products are legally classified into the following operational categories:

Non-Returnable Items: Any product that has been unsealed, opened, pumped, used, altered, or tampered with is strictly non-returnable. Once the outer protective shrink wrap, custom holographic security sticker, or tamper-evident cap seal is broken, the product cannot be safely re-engineered or restocked.
Returnable Items: Items remain eligible for return processing only if they are completely unopened, unused, fully sealed in their original secondary retail packaging, and accompanied by authentic purchase documentation.

3. Eligibility Criteria

For a return request to be approved for physical quality inspection, the transaction must fulfill all parameters listed below:

Timeframe: The request must be formally initiated within 7 calendar days from the verified date of delivery as logged by our logistical tracking systems.
Product State: The item must be in its pristine, original merchantable condition. All security packaging, custom labels, clear batch codes, and promotional inserts must remain fully intact.
Proof of Purchase: The customer must present the original digital tax invoice, order confirmation email, or physical delivery challan issued directly by Oravev.

4. Step-by-Step Return Process

To lodge an official return request, consumers must strictly follow this logistical protocol:

Step 1: Initiation Send an email to our Customer Compliance Department at support@oravey.com or message our official WhatsApp support channel at +92-315-2711177. The communication must contain the subject line "Return Request Order Number [Insert Your Order ID]".
Step 2: Documentation Attach clear, high-resolution photographs and a continuous, unedited video showing all sides of the product, focusing on the intact status of the tamper-evident seals and the legibility of the manufacturing batch code.
Step 3: Preliminary Review Our Quality Assurance team in Karachi will review the submitted media within 48 business hours. If approved for physical evaluation, a Return Merchandise Authorization (RMA) code will be issued along with our designated central warehouse address in Karachi.
Step 4: Dispatch The customer must securely pack the product in a rigid outer box to prevent transit damage and ship it via a traceable local courier service (such as TCS, Leopards, or BlueEX) within 3 business days of receiving the RMA. The customer must share the tracking number with Oravev immediately upon dispatch.