Return & Refund Policy

At O Two O Store, your safety and satisfaction are our top priorities. For hygiene and safety reasons, we do not accept returns or exchanges on any cosmetic products that have been used, tested, or opened. This policy ensures that all customers receive fresh and pristine cosmetics in perfect condition.

Damaged, Wrong, or Missing Items

We take full responsibility for the safe delivery of your products. If you receive a damaged item, wrong shade, wrong product, or if an item is missing from your parcel, please contact us within 24 hours of delivery. We will arrange and send a replacement free of charge.

Customer Protection Requirement: To secure your customer protection rights, please record a clear, uninterrupted live video while unboxing your delivery package. The video must clearly show the original outer packaging seal/tape being opened and the condition of the items inside. Claims for damaged or missing products cannot be processed without a valid unboxing video.

Eligibility for Exchanges (If Applicable)

To be eligible for an exchange or replacement of an incorrect/unopened item, the product must be in the exact same condition that you received it: unused, untested, with all tags intact, and in its original brand packaging. You will also need the order confirmation message or receipt as proof of purchase.

How to Initiate a Claim

To report an issue or request a replacement, please contact our customer support team immediately:

  • Email: support@otwoostore.com.pk
  • WhatsApp: 0371-3889190

Items sent back to us without a prior approved request will not be accepted.

Refunds Procedure (For Cash on Delivery Orders)

Since we operate 100% on Cash on Delivery (COD), we do not collect any advance online payments. In cases where a return/refund is officially approved by our team:

  • The refund amount will be securely transferred back to you via Bank Transfer, Easypaisa, or JazzCash after we receive and inspect the returned item at our facility.
  • Approved refunds will be processed within 3 to 5 business days.
  • Please note that original shipping charges (if any) are non-refundable.

Non-Returnable Items

Clearance sale items, promotional gift bundles, and items that have been unsealed or altered after delivery cannot be returned or exchanged under any circumstances.

Contact Us

For any questions regarding our return and refund procedure, please reach out to us:

  • Email: support@otwoostore.com.pk
  • WhatsApp: 0371-3889190
  • Support Hours: Monday – Saturday, 10:00 AM – 10:00 PM (PKT)