Refund policy

At Features, your satisfaction matters to us. Because we sell skincare and cosmetic products, our return policy is designed to balance customer care with hygiene and safety standards.

Return Window You may request a return or exchange within 7 days of delivery. Requests made after this window will not be accepted.

Eligibility Conditions To qualify for a return, the product must be:

• Unused, unopened, and in its original packaging with seal intact
• Accompanied by the original invoice/order number
• Free from any signs of use, damage, or tampering

Non-Returnable Items For hygiene and safety reasons, the following cannot be returned or exchanged:

• Any opened or used skincare product (creams, serums, cleansers, masks, etc.)
• Items marked as "Final Sale" or purchased during clearance/discount promotions
• Gift cards

Damaged, Defective, or Incorrect Items If you receive a damaged, defective, or wrong item, please contact us within 48 hours of delivery at info@features.com.pk with your order number and a photo/video of the product. We will arrange a replacement or refund at no additional cost to you.

How to Request a Return

1. Email info@features.com.pk or call 041-5470992 with your order number and reason for return.
2. Our team will review your request and share return instructions if approved.
3. Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund/exchange.

Refunds Approved refunds will be processed to your original payment method (or via bank transfer for Cash on Delivery orders) within 7–10 business days of approval. Original shipping charges are non-refundable, and return shipping costs are the customer's responsibility unless the return is due to our error.

Exchanges We're happy to exchange an eligible, unopened item for a different size/product of equal value, subject to stock availability.