Refund policy

At Sierra's, we're committed to your complete satisfaction with our premium haircare products. Our Return and Refund Policy ensures a transparent, hassle-free experience when purchasing shampoos, conditioners, and scalp serums from our Lahore-based store.

Our Customer Satisfaction Guarantee

We stand behind the quality of every hair care product we offer. If you're not completely satisfied with your purchase, we're here to help make it right.

 

Return Policy for Hair Care Products

Eligible Returns - 2 Day Window

You may return unopened and unused haircare products within 2 days of delivery for a full refund or exchange if:

✓ Damaged During Shipping - Product arrived broken, leaking, or damaged
✓ Wrong Item Delivered - You received a different shampoo, conditioner, or serum than ordered

Non-Returnable Hair Care Items

For hygiene and safety reasons, we cannot accept returns on:

✗ Opened or used shampoos, conditioners, or scalp serums
✗ Products with broken seals or missing packaging
✗ Items purchased during final sale/clearance (if marked as such)
✗ Products damaged due to misuse or improper storage
✗ Returns requested after 7-day period

Important: Due to the personal nature of haircare products and Pakistan health regulations, we cannot resell opened items.

How to Initiate a Return

Step 1: Contact Us Within 2 Days of Delivery
Email us at [your email] or call [your phone] with:

  • Order number
  • Product name (specific shampoo/conditioner/serum)
  • Reason for return
  • Clear photos showing the issue

Step 2: Return Authorization
Our customer service team will review your request within 24-48 hours and provide:

  • Return authorization confirmation
  • Return shipping instructions
  • Expected timeline

Step 3: Ship the Product Back

  • Pack the haircare product securely in original packaging
  • Ship to our Lahore address (provided upon authorization)
  • Use a trackable courier service
  • Keep your tracking number for reference

Step 4: Inspection & Processing
Once we receive your returned shampoo, conditioner, or scalp serum:

  • Quality inspection (1-2 business days)
  • Refund processing or exchange shipment (2-3 business days)

Disqualification for Return or exchange:

  1. If the case is reported after 2 days of the delivery date.

  2. Pictures and/or videos are not clear enough.

  3. In case of a Duplicate or Wrong product, the parcel is not intact i-e the packing or bubble wrap is removed or the product is used.

  4. The address label is missing.

  5. The required information is not complete.

How It Works: 

Our resolution process takes 10-15 business days to ensure thorough investigation. Your case is immediately forwarded to our courier partner, production team, and dispatch department for detailed review. Once the investigation is complete, we'll contact you with the resolution and process your compensation accordingly.