Payments & Refunds
Chelure sells physical skincare products. This policy explains payments, order cancellation, returns and refunds for purchases made at chelure.pk.
1. Seller details
Chelure (Private) Limited, 305, Muneer Arcade, Block 19, Gulistan-e-Johar, Karachi, Pakistan. Billing and support: info@chelure.com | WhatsApp +92 306 3638596 | Monday to Saturday, 9:00 AM to 6:00 PM (PKT).
2. Payments
- All prices are in Pakistani Rupees (PKR) and include no hidden fees. Delivery is a flat PKR 250.
- Card payments (Visa, MasterCard and local cards) are processed securely through our regulated payment partner using SSL encryption and 3D Secure authentication.
- Your order is confirmed once payment is received or confirmed by our team.
3. Cancelling an order
- You can cancel an order free of charge before it is dispatched. Message us on WhatsApp or email with your order number as soon as possible.
- Once an order has been dispatched it cannot be cancelled, but you may return unopened products as described below.
- If we cancel an order (for example, out of stock or a pricing error), you receive a full refund of anything you paid.
4. Returns
- Unopened, sealed products can be returned within 7 days of delivery.
- Opened or used products cannot be returned for hygiene reasons, unless they arrived damaged, defective or are not what you ordered. In that case send photos within 48 hours of delivery.
- Return shipping for change-of-mind returns is paid by the customer. If we sent the wrong or a damaged item, we pay the return shipping.
5. Refund process and timelines
- Submit a request: email info@chelure.com or WhatsApp 0306-3638596 with your name, order number, date of purchase, the product and the reason.
- Case review (7 to 15 days): we review the case, which may include receiving and inspecting the returned product. We keep you updated.
- Settlement (within 15 days): if the review is decided in your favour, we settle the refund within the next 15 days to your original payment method or, where agreed, by bank transfer.
Your bank or card issuer may take additional days to show the refund on your statement.
6. Discounts and offers
Discounts and promotions posted on our official website or social media apply to online customers only. If you return a discounted product, the refund is the amount you actually paid.
7. Chargebacks and disputes
Please contact us first so we can resolve any billing concern directly and quickly before you start a chargeback or bank dispute. We will cooperate fully with card networks and banks, and may provide order, delivery and communication records.
8. Contact
For questions about payments, cancellations, returns or refunds: info@chelure.com | WhatsApp +92 306 3638596 | Monday to Saturday, 9:00 AM to 6:00 PM (PKT).