Returns & Exchange Policy
Return & Refund Policy
At ConceptShop.pk, operated by Concept Chemicals, we want you to have a clear and straightforward shopping experience. This policy explains when a product can be returned, exchanged, or refunded and how to contact us if there is a problem with your order.
1. Return & Exchange Period
You may request a return or exchange within 7 days of receiving your order.
To be eligible:
The product must be unused and in its original condition.
The product must be returned with its original packaging, accessories, tags, manuals, and other included items, where applicable.
The product must not have been damaged through misuse, improper handling, or unauthorized modification.
You must provide your order number and details of the product you wish to return.
2. Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.
Please provide:
Your order number
Product name
A description of the issue
Clear photographs or a video showing the issue, where applicable
After reviewing the information, our customer support team will advise you on the next steps.
If the issue is confirmed to be our responsibility, we will arrange an appropriate resolution, which may include a replacement, exchange, or refund.
3. Change of Mind
Returns due to a change of mind may be accepted only when the product is unused, unopened, and in its original condition.
Return shipping costs for change-of-mind returns are the customer's responsibility.
4. Non-Returnable Products
For hygiene, safety, product integrity, or other practical reasons, the following products are generally not eligible for return after opening or use:
Opened or used personal-care products
Opened or used hygiene and sanitization products
Used medical or healthcare products
Opened chemicals, disinfectants, laboratory products, or similar products
Customized or specially prepared products
Products damaged through misuse or improper handling
Products specifically marked as non-returnable on their product page
If a product arrives defective, damaged, incorrect, or incomplete, please contact us so that we can review the issue.
5. Sale and Promotional Products
Products purchased during a sale or promotional offer may be subject to specific return conditions.
Any product that is final sale or non-returnable will be clearly identified on its product page or at the time of purchase.
Promotional gifts, free items, and bundle items may not be returned or exchanged separately unless they are defective or were supplied incorrectly.
6. Return Approval
Please contact us before sending any product back.
Do not send a return to our address without receiving return instructions from our customer support team.
Once your return request is reviewed and approved, we will provide the applicable return instructions.
7. Return Shipping
For approved change-of-mind returns, the customer is responsible for the return shipping cost.
If the product is confirmed to be defective, damaged before delivery, incorrect, or incomplete due to an error on our part, ConceptShop.pk will coordinate an appropriate return or replacement solution.
8. Refunds
Once an approved returned product has been received and inspected, we will process the applicable refund.
Refunds are generally processed within 7–10 working days after the returned product has been received and approved.
Depending on the payment method and banking/payment provider, additional time may be required for the funds to appear in the customer's account.
9. Refund Method
Refunds may be issued through an appropriate payment method, which may include:
Bank transfer
Original payment method, where available
Store credit, where agreed with the customer
For Cash on Delivery (COD) orders, refunds may be issued through bank transfer or another mutually agreed method.
10. Order Cancellation
If you need to cancel an order, contact us as soon as possible.
Cancellation requests received before dispatch will be reviewed and, where possible, cancelled without dispatch.
Once an order has been dispatched, our return policy will apply.
Please include your order number when contacting us.