Refund policy

Returns and exchanges

Contact Sotley within 7 days of delivery to request a return or exchange. Please provide your order number, the item and shade, and the reason for your request. Wait for our return instructions before sending any parcel.

Unopened items

Change-of-mind or shade-choice returns are accepted only if the item is unused, unopened, unswatched and in its original packaging, with any original seals intact and all accessories included. Products must be returned in a condition suitable for resale. Opening the outer courier parcel alone does not make a product ineligible.

Cosmetics and hygiene

For hygiene reasons, we cannot accept change-of-mind returns for cosmetics that have been opened, used, tested, swatched, emptied, refilled or altered, or whose original product seals have been broken. This includes lip products, mascara, eyeliner, creams, liquids and powders. A shade preference or change of mind after use is not a product defect.

Wrong, damaged, missing or defective items

Please report visible delivery problems as soon as possible, preferably within 48 hours, with photos of the item, packaging and courier label. Keep the packaging while we investigate. An unboxing video can help but is not a condition for a valid claim. These reporting preferences do not remove rights provided by applicable law, including where a defect becomes apparent later. The opened-product restriction does not prevent a valid claim for a defective, unsafe or incorrectly supplied item.

If we supplied the wrong item or confirm a product defect or damage attributable to us or delivery, we will arrange an appropriate replacement or refund and cover reasonable agreed return shipping. If a paid order is not delivered, contact us so we can investigate and arrange redelivery or a refund as appropriate.

Inspection and return shipping

We compare returned items, packaging and any batch information with the order records. We may decline a discretionary return if the item has been substituted, emptied, tampered with or damaged after delivery, and will explain the reason. For an approved change-of-mind return, the customer pays return shipping and any agreed replacement delivery charge. The original delivery charge is not refundable for change-of-mind returns.

Refunds

After receiving and checking the return, we will notify you of the outcome. Approved refunds are initiated within 7 business days. Prepaid orders are refunded to the original payment method where supported; cash-on-delivery refunds are arranged to a customer-confirmed bank account or mobile wallet. Payment providers may take additional time. We do not require a password, PIN or one-time code to issue a refund.

Cancellation Policy

How to request cancellation: Contact SOTLEY as soon as possible at support@sotley.com or WhatsApp +92 301 9134652. Include your order number and the name and phone number used when placing the order. We will check the dispatch status and confirm the outcome by email or WhatsApp.

Before dispatch: You may cancel your order without a cancellation fee before it is handed over to the courier. If the entire order is cancelled before dispatch, we will refund the full amount paid, including delivery charges. For Cash on Delivery orders where no payment has been collected, no refund is due.

After dispatch: Once an order has been handed over to the courier, cancellation cannot be guaranteed. Please contact us for assistance. Any return or refund will be handled under the return conditions stated above.

Refunds for cancelled orders: Approved cancellation refunds are initiated within 7 business days of confirmation. Credit or debit card payments will be refunded to the same card used for the purchase. Other prepaid payments will be refunded through the original payment method where supported; otherwise, we will agree an appropriate method with you. Your bank or payment provider may require additional time for the credit to appear. Please contact us if you need help tracing a refund. We will not require you to accept store credit instead of a monetary refund. We never ask for your card PIN, password or one-time code to issue a refund.

Cancellation by SOTLEY: If an item is unavailable, an order cannot be fulfilled, or a payment or order issue cannot be resolved, we may cancel the affected order or item and notify you with the reason. Any payment received for cancelled items will be refunded. If we cancel the entire order, the refund will include any delivery charges paid.

Your rights: Nothing in this Cancellation Policy limits consumer rights or remedies that cannot lawfully be excluded under applicable Pakistani law.

Email: support@sotley.com
WhatsApp: +92 301 9134652
Website: www.sotley.com