Refund and Return Policy

Last updated: June, 2026

Kelpcare Refund & Return Policy

Your satisfaction matters to us. While we take great care in packing and shipping every order, we understand that issues can occasionally happen. This Refund & Return Policy explains when you're eligible for a refund or exchange, the condition products must be in, and the simple steps to request one.

Because our products are skincare items, hygiene and safety rules apply to what can be returned please read the eligibility details below carefully.

Refund & Exchange Eligibility

We offer a refund or exchange within 7 days of delivery if you receive a product that is:

  • Damaged in transit
  • Defective
  • Incorrect (not the item you ordered)

To qualify, your request must be made within 7 days of the delivery date, with supporting photos of the issue (see "How to Request" below).

Product Condition Requirements

For health and hygiene reasons, returned products must be:

  • Unused
  • Unopened
  • In their original packaging, with any seals intact

Skincare products that have been opened or used cannot be returned or exchanged, as we are unable to resell them for safety and hygiene reasons unless the item arrived damaged, defective, or incorrect. We appreciate your understanding, as this protects the safety of all our customers.

How to Request a Refund or Exchange

Starting a return is quick and easy:

  1. Message us on WhatsApp at +923006247498 within 7 days of delivery.
  2. Share your order number and a clear photo and Video of the product issue (e.g. the damage, defect, or wrong item received).
  3. Our support team will review your request and guide you through the quick refund or exchange process.

That's it no complicated forms. Our team handles the rest with you directly.

Refund Processing

Once your return is approved and the item is received and inspected, if a return is required, your refund will be processed:

  • Refund method: original payment method or a bank transfer. 
  • Refund timeframe: within 2-3 business days of approval
  • Exchanges: Approved replacement items are shipped to you free of charge / per standard shipping.

Return Shipping

If the return is due to a damaged, defective, or incorrect item, Kelpcare covers the return shipping cost.

What Is Not Covered

To set clear expectations, the following are not eligible for refund or exchange:

  • Products that have been opened or used (except damaged/defective/incorrect items).
  • Requests made after 7 days from the delivery date.
  • Items returned without original packaging or proof of the issue.
  • Change-of-mind returns. (Our refund policy currently covers damaged, defective, or incorrect items only)

Order Cancellations

If you need to cancel an order, contact us as soon as possible. Orders that have not yet been processed or dispatched can be cancelled for a full refund. Once an order has shipped, it can no longer be cancelled but may be eligible for return under this policy.

Frequently Asked Questions

What is Kelpcare's return policy?

We offer a refund or exchange within 7 days of delivery for items that arrive damaged, defective, or incorrect, provided they are unused, unopened, and in their original packaging.

Can I return a product if I've already opened it?

For hygiene and safety reasons, opened or used skincare products can't be returned unless the item arrived damaged, defective, or incorrect.

How do I start a refund or exchange?

Message us on WhatsApp within 7 days of delivery with your order number and a photo of the issue, and our team will guide you through the process.

How long do refunds take?

Refunds are processed within 2-3 business days once your request is approved.

What if my order arrives damaged?

Contact us on WhatsApp right away with your order number and a photo. We'll arrange a replacement or refund quickly.

Need Help?

Our support team is here to make returns simple:

  • 💬 WhatsApp: +923006247498
  • 📧 Email: info@kelpcare.pk
  • 🕐 Support hours: Mon–Friday, 10am–6pm

For delivery times and tracking, please see our Shipping Policy.

At Kelpcare, we stand behind the quality of our products. If something isn't right, we'll make it right.