Returns & Refund Policy

Returns & Refund Policy

At EL TESSA we want you to be genuinely happy with your purchase. Because skincare and personal-care products are hygiene-sensitive, hygiene rules apply — please read this policy carefully before ordering.

1. Return window

You may request a return within 7 days of receiving your parcel. Requests made after 7 days cannot be accepted.

2. What can be returned

• Unopened and unused products with the original seal, box and packaging intact.
• Damaged, leaking, expired or incorrect items — these are always our responsibility.

3. What cannot be returned

• Products that have been opened or used, or where the safety seal is broken. This is a hygiene and safety requirement for cosmetics and cannot be waived.
• Products returned without their original packaging or free gifts.
• Items reported after the 7-day window.
• Kits and bundles returned partially — a kit must be returned complete.

4. Damaged or wrong item received

Please email us at care@eltessa.com within 48 hours of delivery with your order number, a clear photo of the product and shipping label, and an unboxing video if available. Once verified we will send a free replacement or issue a full refund. We recommend recording a short unboxing video — it makes claims fast and effortless.

5. Return shipping charges

• Our error (wrong, damaged, leaking or expired item): EL TESSA pays all return shipping.
• Change of mind: the customer pays return shipping.

6. How refunds are issued

Card payments are refunded to the same card through Stripe. For pay on delivery (COD) orders (available in Pakistan only), refunds are issued by bank transfer, JazzCash or Easypaisa to an account in the buyer's name. Refunds are processed within 7 working days of us receiving and inspecting the returned product.

7. Order cancellation

You may cancel any order free of charge before it is dispatched. Once the parcel has been handed to the courier it cannot be cancelled, but you may refuse delivery. Repeated refusal of confirmed pay on delivery (COD) parcels may result in COD being disabled for that number.

8. Important note on results

Skincare results vary from person to person and depend on skin type, consistency of use and other factors. We stand behind the quality and authenticity of every product we ship, but we cannot guarantee a specific cosmetic result. Products are not returnable simply because results differed from expectation.

9. How to start a return

Email care@eltessa.com with your order number and reason, or use our Client Care page. Our team replies within one working day.

10. Customers worldwide

This policy applies to every EL TESSA order, wherever you are. Online checkout delivers in Pakistan and worldwide, and these terms apply to international orders too. Where the law of the country you live in gives you rights that cannot be limited, for example a legal right to cancel or return a distance sale, those rights apply in addition and nothing in this policy takes them away.